You are here

P&G Survey Labels Customer Satisfaction As Key Driver Of Growth

P&G Survey Labels Customer Satisfaction As Key Driver Of Growth

A recent survey has revealed that companies in the cleaning industry place customer satisfaction as their top priority.

The Cleaning Industry Insights Survey from P&G Professional, the away-from-home division of The Procter & Gamble Company (PG), spoke to 401 professionals and key-decision makers from different sectors. While 36% said pleasing customers was their top priority, 18% gave priority to developing the business and 18% preferred generating profits.

Customers need to be treated as the “supreme entity” to minimize their dissatisfaction and complaints regarding cleaning and disinfection. Focusing on customer satisfaction and building their trust will eventually drive growth and generate profits for these companies – essential for pacing up their businesses which are already suffering due to the recession and rise in customer dissatisfaction.

Survey results conclude that consumer satisfaction is driven by those products that can get the job done first time round. Effective and high-quality cleaning products that offer a simple routine and can easily be accustomed to are likely to please users. Other factors include the ability of the product to have more than one use and the pricing strategy of the product.

Ohio-based P&G believes that it has been able to deliver a clean and welcoming environment to customers, as it provides multi-purpose products that clean and sanitize in half the time taken by rival companies’ products. “At P&G Professional, creating great experiences that help lead to customer satisfaction has always been our top priority," commented a company’s executive during the survey.

P&G’s line of cleaning products encompass laundry detergents, sanitizers, dust control, floorcare, bar and liquid soaps, personal hygiene, and odour-elimination products. In addition, to the consumer goods sector, P&G’s survey also placed emphasis on the importance of pleasing customers in other sectors.

The findings also revealed that to ensure consumer satisfaction, managing staff is equally important. For this purpose, managers have to deal with three challenges: employees’ quality of work, their level of interest and dedication, and employee turnover – all three factors can impact the overall customer experience.

Read our latest Issue

Products & Services Guide 2023

Floorcare Supplement 2024