Impact of Customer Feedback on Cleaning Services in UK

This document provides a critical analysis of the impact of customer feedback on cleaning services in the UK, specifically focusing on end of tenancy cleaning. It includes data analysis and interpretation, discussion of primary and secondary data, and concludes with recommendations. The document explores the awareness of tenancy cleaning services, areas covered by these services, when they are demanded, and their benefits for tenants and landlords. It also discusses different ways to predict changing consumer behavior and the importance of customer feedback for service providers. The sources through which customer feedback can be obtained are also discussed.

Critical analysis of the
impact of customer
feedback on cleaning
services in UK. The
case of End of tenancy
cleaning
1

CONTENTS
Contents...........................................................................................................................................2
DATA ANALYSIS AND INTERPRETATION.............................................................................3
Frequency Table..........................................................................................................................5
Data interpretation.......................................................................................................................7
DISCUSSION................................................................................................................................19
Primary data discussion:............................................................................................................19
Secondary data discussion:........................................................................................................20
CONCLUSION AND RECOMMENDATION............................................................................23
Conclusion.................................................................................................................................23
Recommendations......................................................................................................................24
REFERENCES..............................................................................................................................26
2

DATA ANALYSIS AND INTERPRETATION
This section is considered to be a part where the gathered data is evaluated and interpreted in
such a manner so that meaningful information can be extract out of the available data in the form
of findings so that appropriate conclusion can be made in line with the research objective. The
primary information for this investigation is gathered with the help of questionnaire which is
mentioned below:
Questionnaire
Ques 1. Are you aware with the concept of tenancy cleaning services?
a) Yes
b) No
Ques 2 According to your perception, what are several areas of a property that tenancy cleaning
cover under its services within UK market?
a) Wall tiles cleaning
b) Inside cupboards & cabinets cleaning
c) Wash inside windows
d) Kitchen worktops cleaning
e) Floor cleaning
Ques 3 When tenancy cleaning is mainly demanded by the customers?
a) Tenant move out of house
b) Tenant move into house
Ques 4 As per your perception, cleaning services are only beneficial for tenant or landlord?
a) Only tenant
b) Both tenant and landlord
c) No idea
Ques 5 As per your view point, what are different categories that are consider under tenant ?
a) Students
b) Asylum Seekers
c) Housing association
Ques 6 What are several different ways through which an tenancy cleaning organisation can
predict the changing behaviour of consumer.?
3

a) Interacting customers continuously
b) Customer feedback
c) Market research
Ques 7 According to you, what benefit a cleaning service provider get by taking regular feedback
from the customers?
a) Idea regarding changing demand
b) Improve customer-brand relationship
c) Build positive image
Ques 8 What are several different sources through which the feedback of customers can be taken
about the cleaning services?
a) Email and customer contact form
b) Social media
c) On site activity
d) Customer interview
Ques 9 Do you think adoption of advance technology like mobile application will help cleaning
service provider in expanding their reach to customers?
a) Yes
b) No
Ques 10 In what manner the relationship between the brand and consumer can be improved?
a) By maintaining customer interaction
b) 24-hour availability
c) Providing online service convenience
Ques 11 Among the following, what are several factors a cleaning service provider organisation
will get by improving their interaction with customers?
a) Customer trust
b) Reference Lead
c) Resolving of customer queries
d) Suggestion for improvement
Ques 12 In what manner an organisation must react to deal with the changing consumer
behaviour?
4

a) Improve Offerings
b) Take suggestion for improvement
c) Adopt changes
Ques 13 What impact the cleaning service provider has experienced after increasing used of
digital platform for providing services?
a) More customer reach
b) Better customer satisfaction
c) More improved interaction
Frequency Table
Ques 1. Are you aware with the concept of tenancy cleaning services? Frequency
a) Yes 20
b) No 10
Ques 2 According to your perception, what are several areas of a
property that tenancy cleaning cover under its services within UK
market?
Frequency
a) Wall tiles cleaning 10
b) Inside cupboards & cabinets cleaning 5
c) Wash inside windows 5
d) Kitchen worktops cleaning 5
e) Floor cleaning 5
Ques 3 When tenancy cleaning is mainly demanded by the customers? Frequency
a) Tenant move out of house 15
b) Tenant move into house 15
Ques 4 As per your perception, cleaning services are only beneficial for
tenant or landlord?
Frequency
a) Only tenant 15
b) Both tenant and landlord 10
c) No idea 5
Ques 5 As per your view point, what are different categories that are Frequency
5

consider under tenant?
a) Students 15
b) Asylum Seekers 5
c) Housing association 10
Ques 6 What are several different ways through which an tenancy
cleaning organisation can predict the changing behaviour of consumer.?
Frequency
a) Interacting customers continuously 15
b) Customer feedback 10
c) Market research 5
Ques 7 According to you, what benefit a cleaning service provider get
by taking regular feedback from the customers?
Frequency
a) Idea regarding changing demand 10
b) Improve customer-brand relationship 15
c) Build positive image 5
Ques 8 What are several different sources through which the feedback
of customers can be taken about the cleaning services?
Frequency
a) Email and customer contact form 10
b) Social media 5
c) On site activity 10
d) Customer interview 5
Ques 9 Do you think adoption of advance technology like mobile
application will help cleaning service provider in expanding their reach
to customers?
Frequency
a) Yes 20
b) No 10
Ques 10 In what manner the relationship between the brand and
consumer can be improved?
Frequency
a) By maintaining customer interaction 15
b) 24-hour availability 10
c) Providing online service convenience 5
Ques 11 Among the following, what are several factors a cleaning Frequency
6

service provider organisation will get by improving their interaction
with customers?
a) Customer trust 12
b) Reference Lead 5
c) Resolving of customer queries 5
d) Suggestion for improvement 8
Ques 12 In what manner an organisation must react to deal with the
changing consumer behaviour?
Frequency
a) Improve Offerings 15
b) Take suggestion for improvement 10
c) Adopt changes 5
Ques 13 What impact the cleaning service provider has experienced
after increasing used of digital platform for providing services?
Frequency
a) More customer reach 10
b) Better customer satisfaction 15
c) More improved interaction 5
Data interpretation
Theme 1: The concept of tenancy cleaning services
Ques 1. Are you aware with the concept of tenancy cleaning services? Frequency
a) Yes 20
b) No 10
7

Interpretation: - The tenancy cleaning service concept is getting more and more popular
throughout the world which in turn supported in increasing its awareness among the people. By
gathering information as per the above-mentioned question, it has been identified that around 20
customers said yes they are aware about the concept of tenancy cleaning service. But on the
other side 10 respondents no to this as they don’t have idea regarding such kind of services. So
from this it has been identified that the majority of people are aware about the concept tenancy
cleaning but for developing awareness among other people it is crucial for the service providers
to increase more awareness about such services digitally.
Theme 2: Several areas of a property that tenancy cleaning cover under its services within
UK market
Ques 2 According to your perception, what are several areas of a
property that tenancy cleaning cover under its services within UK
market?
Frequency
a) Wall tiles cleaning 10
b) Inside cupboards & cabinets cleaning 5
c) Wash inside windows 5
d) Kitchen worktops cleaning 5
e) Floor cleaning 5
Interpretation: - There are number of services that a tenancy cleaning service provider
mainly offer within UK. By performing study over this it has been identified that around 10
customers said that it provides wall tile cleaning services, while 5 said inside cupboard & cabinet
cleaning, another 5 said washing inside window, 5 said kitchen worktops cleaning and 5 floor
8

cleaning. By studying over this it has been identified that majority of cleaning service provide
offer wall tile cleaning as their major service among its offering.
Theme 3: Tenancy cleaning is mainly demanded by the customers
Ques 3 When tenancy cleaning is mainly demanded by the customers? Frequency
a) Tenant move out of house 15
b) Tenant move into house 15
Interpretation: - By performing investigation over the time when the tenant services are
being demanded by customers it has been find that around 15 customers believe that it is mainly
asked by the people while they are moving out of the house. This is so because while using the
property there are several areas where dirt and other stain get stick which require to be clean in
order to hand over clean and well management property which get on rent. On the other hand,
some people i.e. 15 customers said that these cleaning services are also adopted when tenant
move into house. This is so because sometimes the rental house remain closed for longer which
damage some areas or get a space for garbage or dust which is required to be clean before
providing it to a person for rental purpose.
Theme 4: Cleaning services are only beneficial for tenant or landlord
Ques 4 As per your perception, cleaning services are only beneficial for
tenant or landlord?
Frequency
a) Only tenant 15
9

b) Both tenant and landlord 10
c) No idea 5
Interpretation: - The cleaning services are considered to be crucial for the people as it
help in keeping the property well managed and at the same time make it clean so that people can
stay their in more comfortable manner. Through the research it has been identified that around 15
people said that the cleaning services are only beneficial for tenant as they enter into property
that used by some other people previous and also remained locked for some time. But 10 people
said that both tenant and landlord required such cleaning services as hygiene of property remains
a first matter to remain healthy. But 5 people said that they don’t have an idea regarding this as
cleaning can also be performed by people at their home by their own.
Theme 5: Different categories that are consider under tenant
Ques 5 As per your view point, what are different categories that are
consider under tenant?
Frequency
a) Students 15
b) Asylum Seekers 5
c) Housing association 10
10

Interpretation: - There are several categories of people that are consider as tenant and
by performing study it has been analysed that around 15 people said that most students are one
that are consider as tenant as they mainly seek for rental room. On the other side, 5 respondents
said that asylum seeker are also one who are consider under tenant, but 10 people said that
housing association are also one that are consider under tenant category.
Theme 6: Ways through which a tenancy cleaning organisation can predict the changing
behaviour of consumer
Ques 6 What are several different ways through which an tenancy
cleaning organisation can predict the changing behaviour of consumer.?
Frequency
a) Interacting customers continuously 15
b) Customer feedback 10
c) Market research 5
11

Interpretation: - With the increasing demand of tenant cleaning services, it become
crucial for the service provider to determine the pattern or changing behaviour of consumers so
that best possible satisfactory services can be delivered. There are several different ways in
which the changing behaviour of consumers can be predicted and by perform study over this it
has been found that 15 people said that it is possible by having a regular interaction with
customers. On the other side 10 respondents said that by taking customer feedback it is possible
to determine what are upcoming demand of customers so that better actions can be taken.
Despite of this 5 people said that by performing market research it become possible to predict the
changing consumer behaviour. So, majority of people are in favour of regular customer
interaction as this support the service provide to remain in touch with customers and get a regular
idea regarding changing demand in market so that it can be added to its current strategy.
Theme 7: Benefit a cleaning service provider get by taking regular feedback from the
customers
Ques 7 According to you, what benefit a cleaning service provider get
by taking regular feedback from the customers?
Frequency
a) Idea regarding changing demand 10
b) Improve customer-brand relationship 15
c) Build positive image 5
Interpretation: - For the growth and proper functioning of a cleaning service
organisation it is crucial to take regular feedback from customers. By performing study, it has
been found that 10 people said that with regular feedback idea regarding changing demand. On
the other side 15 respondents said that it supports in improving the customer brand relationship.
Despite of these 5 respondents said that it helps in building the positive image within the market
12

by keeping the customers satisfied. From this it has been found that majority of people believe
that the main benefit of taking regular customer feedback for the cleaning service provider is that
with this they get an idea regarding regular changing demand of customers so that quick
adjustment can be made within the offering to provide more better experience to the customers.
Theme 8: Several different sources through which the feedback of customers can be taken
about the cleaning services
Ques 8 What are several different sources through which the feedback
of customers can be taken about the cleaning services?
Frequency
a) Email and customer contact form 10
b) Social media 5
c) On site activity 10
d) Customer interview 5
Interpretation: - In order to take customer feedback a cleaning service provide can make
use of several different sources. By performing investigation over this it has been identified that
around 10 people believe that feedback can be taken with the help of email and customer contact
form. Despite of these 5 respondents said that social media is a better source through which the
customer feedback can be taken, while 10 respondents said that with the help of on-site activity
the feedback can be taken from the customers. Despite of this 5 people said that customer
interview can be taken in order to get feedback from them about the offered services. From this it
has been identified that majority of people are agree that feedback must be taken from the
customers either through their email or when the on-site activities are performing. This is so
because it makes it much easier to take feedback and make alterations instantly to provide most
satisfaction.
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Theme 9: Adoption of advance technology like mobile application will help cleaning service
provider in expanding their reach to customers
Ques 9 Do you think adoption of advance technology like mobile
application will help cleaning service provider in expanding their reach
to customers?
Frequency
a) Yes 20
b) No 10
Interpretation: - As the businesses are getting more attracted toward adopting
technological upgradation for enhancing services, various businesses are adopting digital
platform for providing quicker access to the customers regarding cleaning services. By
performing investigation over this it has been identified that 20 people said yes that it would be
beneficial for the cleaning service provide to offer it with the help of their personal mobile
application which provide more accurate information regarding services to customers. On the
other hand, 10 respondents said that no by adopting mobile application it become harder to
attract people toward availing services which they can get through website development that
customer easily get. Hence, more people are in favour of mobile application as it provide more
personalised access.
Theme 10: The relationship between the brand and consumer can be improved
Ques 10 In what manner the relationship between the brand and Frequency
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consumer can be improved?
a) By maintaining customer interaction 15
b) 24-hour availability 10
c) Providing online service convenience 5
Interpretation: - By conducting study over improving the brand and consumer
relationship it has been identified that 15 people agree over maintaining a regular customer
interaction as communication is better key to improve relationship. On other side, 10 people said
that by providing 24 hour availability to become easier to improve relationship with customers.
But despite of all this, 5 respondents said that by providing online services it become easier to
improve the customers relationship as they get more easy and quick access to the services
offered by company. Hence majority of people are in favour of regular customer interaction
which help in assuring that customer remain satisfied with the services and at the same time can
add up their requirement to improve offerings accordingly.
Theme 11: Several factors a cleaning service provider organisation will get by improving
their interaction with customers
Ques 11 Among the following, what are several factors a cleaning
service provider organisation will get by improving their interaction
with customers?
Frequency
a) Customer trust 12
b) Reference Lead 5
c) Resolving of customer queries 5
d) Suggestion for improvement 8
15

Interpretation: - As per the information mentioned above it has been identified that
around 12 people said that cleaning service provide will achieve customer trust by improving
their interaction with them, while 5 said they get reference lead to expand customer base, 5 said
it help in resolving their queries on timely manner and 8 respondents said that it help in getting
suggestions over improvement. From this it has been identified that majority of people believe
that with regular interaction they become able to develop customer trust as they get into
confidence of getting quality services.
Theme 12: An organisation must react to deal with the changing consumer behaviour
Ques 12 In what manner an organisation must react to deal with the
changing consumer behaviour?
Frequency
a) Improve Offerings 15
b) Take suggestion for improvement 10
c) Adopt changes 5
Interpretation: - For dealing with changing consumer behaviour 15 people stated that
cleaning service provide must focuses toward improving their services as per the changing
16

demand of customers. While 10 people said that they must take suggestions for improvement and
then work over it, but 5 said that they must adopt changes that are prevailing in market. From
this it has been found that majority of people suggested that cleaning service provider must
focuses toward improving their offerings in order to keep customer satisfied and to deal
effectively with changing consumer behaviour.
Theme 13: The cleaning service provider has experienced after increasing used of digital
platform for providing services
Ques 13 What impact the cleaning service provider has experienced
after increasing used of digital platform for providing services?
Frequency
a) More customer reach 10
b) Better customer satisfaction 15
c) More improved interaction 5
Interpretation: - After anticipation of digital platform several changes taken place, over
which 10 respondents said that it enhances customer reach, while 15 respondents said that it
provides better customer satisfaction and 5 said that it improves interaction. From this it has been
identified that majority of people stated that better customer’s satisfaction is the biggest change
that digital platform bring as it provide a direct interaction that help in making changes as per
customer choice and preferences.
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DISCUSSION
Primary data discussion:
By analysing the primary data, it has been found that most of the people are aware of the
concept of tenancy cleaning services and they know very well about the services. According to
majority of people, wall tiles cleaning is the service that covers in tenancy cleaning in United
Kingdom and people more like to prefer to hire an individual for wall tiles cleaning. The another
cleaning services that covers in the tenancy cleaning includes insight compounds and cabinets
cleaning, kitchen worktops cleaning, floor cleaning and wash inside windows cleaning. People
favour equally all these types of cleaning and according to them all these types of cleaning are
equal important. It has been found from the analysis that the customers mainly demand cleaning
services while they move out of the house on they move into the house. According to people the
demand of cleaning is equal in both the situations. When any tenant moves into the house, they
want that their house will be clean so that they can live there in clean and hygienic surroundings.
On the other hand, when they move out of the house, the landlord also expect that the
tenant will hand over the house in neat and clean condition. So, at both the times, cleaning is
equally necessary. It is beneficial for both tenant and landlord, but from the primary data analysis
it has been found that, cleaning services are much required for tenant. There are different
categories of tenant who want a room or a place to live. The tenants include asylum seekers,
housing association and students. But it has been identified from the analysis that students are
more considered in the category of tenant. As most of the students migrate from one place to
another for getting further education or studying, they require a place to live. So, students are
more considered under the category of tenant.
It has been found that in cleaning industry, the behaviour of customers is changing very
frequently. For analysing and predicting their changing behaviours, the tenancy cleaning
organisations can use different ways which includes taking regular customer feedbacks,
conducting marketing research and interacting with customers constantly. Direct interaction with
customers proved to be beneficial for the organisation to get information about changing
behaviour of customers regarding the cleaning services. Apart from this, through taking regular
feedback from consumers, a cleaning service provider can get several benefits including
improved customer brand relationship, development of positive brand image as well as they can
also get idea about changing demand of customers. Several sources have been identified from the
18

analysis through which cleaning service organisation can take feedback from customers easily.
These sources include social media, email and customer contact form, customer interview and on
site activity.
It has been identified from the primary analysis that the relationship between company
and consumer can be improved by directly interacting with customers or by availing them with
24 hours’ services or by providing them convenience through providing online services. By
improving interaction and communication with customers, cleaning service provider can
improve trust of customer, resolved their queries, take suggestions for making improvement in
services and reference lead. By analysis it has been found that, for dealing with the changing
behaviour of customer towards services, organisation can improve its offerings by taking
suggestions for improvement from customers and adopting changes accordingly. By increasing
use of online platform, the cleaning service provided can improve its customer reach.
Secondary data discussion:
As per the above discussed literature review, it has been found that customers are the most
crucial part of a business that highly contribute in its growth and success. In the today's business
environment, people are becoming more techno-savvy so, it becomes crucial for company to
understand digital customers (Ittmann, 2015). Understanding need and expectations of customers
regarding product or service is very necessary while selling these online as they may become
aggressive due to unfulfilled promises as well as act as an avalanche of opposition associations
with goods or services. It has also been found that there are too many choices available to
customers which makes them overwhelm that ultimately makes their decision-making process
harder. By the study, three types of consumer decisions are founded which includes habitual
problem solving, limited and extended decisions. When consumer makes research and gather
large amount of information regarding product and services before taking any final decision, then
it is termed as extended decision making (Ramanathan, Subramanian and Parrott, 2017). As
much choices are available to customers, their decision making process becomes much slower.
So, this type of decision making is placed with hyper choices that depicts good landscape of
modern customers.
By conducting research on the study area, two types of buying process models have been
found that is, low involvement and high involvement purchase model. As people are more
incline towards online shopping, to respond them marketers started to develop online reputation
19

management. It initiates with listening to consumers and then followed through acquiring new
customers, managing reputation, delivering customer service, transforming the brand, increase
sales and for the developing the brand by utilising social media optimisation (Morecroft, 2015).
It has been found that organisations are required to understand the market appropriately in order
to promote the products and services effectively to customers and attract them towards the brand.
Apart from this, companies are also required to develop campaigns and content, to monitor and
respond to adverse comments. All these will help company in attaining higher growth in sales by
developing products and services accordingly (Pearson, 2016). From the review, it has been
identified that expectations and personal belief of consumers regarding the product or service can
be imparted by word of mouth, previous performance, reviews, recommendations, opinion of
other competitors and the promise of marketers.
For any business, customer satisfaction is very much important and organisations required to
make constant efforts to grow and succeed in market. If the offered product and service by
company do not meet the expectations and need of customers, then it will result in their
dissatisfaction. On the other hand, if the product or service offered by an organisation exceed the
expectations and demand of customer, then it will result in positive experience of customers. If
the reality is similar or equal to what is perceived by the customer, then it keeps in zero
dissatisfaction, but might outcome in satisfaction of consumers (Hassan, Nadzim, Zaleha and
Shiratuddin, 2015). It has been found from the research that for satisfying the customers
effectively, business entity is required to find the gap in market and then fill them by bringing
innovative product or service that best fit the market gap. By analysing different articles and
views of different authors, it has been identified that the cleaning businesses has growing very
rapidly in the market and high competition is prevail in the industry. In this, technological
development is the biggest challenge that companies face.
As per the current trends in market, virtual presence of business is becoming very much
important that helps a company in expanding its customer base and attracting them more towards
the firm. Companies are now developing their own mobile applications which makes it easy for
them to communicate with consumers easily (Jones, Borgman and Ulusoy, 2015). Cleaning
services involves range of services that are needed by residential as well as commercial sectors.
It includes floor cleaning, maid services, carpet and upholstery cleaning, window cleaning and
20

other services associated with cleaning which are utilised by commercial and residential
consumers.
Owing to the factors like increased disposable income, growth in construction activities,
growing number of working women, investment in real estate etc., cleaning services have gained
popularity that makes progress in the cleaning services market trend (Tih, Wong, Lynn and
Reilly, 2016). To increase the market, share in the sector, companies have adopted strategies like
acquisition and partnership. This will help in strengthen the foothold of organisation in market
by minimising its dependency on equipment suppliers. In overall market size of commercial
cleaning services, floor care services generate high revenue. The demand of consumers for
cleaning services is fuelled due to increased disposable income of customers. In developed
regions, the cleaning services market globally holds high competition.
As all the people are busy in their working life and their disposable income are more, they
have less time to do household work. This increases the demand of cleaning service providers in
the market. For cleaning their homes, each working women requires help of cleaning service
providers. The behaviour of consumer towards cleaning companies change completely in current
scenario. People more prefer to hire an individual who can clean their home properly. The online
platforms like Instagram, Twitter, Facebook highly contributes in increasing the sales and
profitability of industry (Visnjic, Wiengarten and Neely, 2016). Companies which use online
platforms to promote their product and services have an opportunity to earn high profits and
revenues as these platforms helps in attracting large group of customers. Customers and cleaning
completed highly interlinked with each other. The feedback from customers of end of tenancy
cleaning will highly contributes in success rate of cleaning companies.
The online platforms help in making communication easy. As now a day, people are more using
online platforms like Facebook, Twitter, and Instagram and consumer rating platforms like
Google and trust pilot highly impacts on the consumer behaviour towards cleaning companies or
cleaning services. People use these platforms to provide their feedback regarding a product or
service which ultimately affects the beliefs and perceptions of other people regarding those
product and service (Spiess and et. al., 2014). If negative feedback related to a cleaning services
is provided by customers, then it will impact negatively on perception of other consumers. On
the other hand, if the feedbacks are positive then it will influence the perceptions of other
customers positively which resulted in higher sales and profits and improved customer loyalty.
21

CONCLUSION AND RECOMMENDATION
Conclusion
From the above performed study it can be summarised that the cleaning businesses are
growing rapidly by taking full utilisation of technology in order to provide better services to its
customers for maximum satisfaction. This mainly includes using high-tech equipment or
machines for improving the quality of work as well as its final outcome. Other than this the
services organisations within UK are also using digital platform as their medium to remain
available for customers any time and approach large number of potential customers for the
benefit of company. These virtual presences are creating by tenancy cleaning service provider
either with the help of developing their own mobile applications so that customers get more
personalised assess to their services or with the help of social media sites. It has been found that
the main reason due to which the tenant cleaning service providers are moving toward the digital
platform is that, online access make it easier for them to determine the expectations of customers
and their changing demand by maintaining direct interaction.
This ease of communication between brand and customers remains helpful in
determining the consumer feedback regarding the experiences they have while having services.
This further contribute toward improving the quality of services from the view point of
customers that leads to creation of maximum customer satisfaction and at the same time help in
enhancing brand image. While performing study it has been identified that the main motive
behind which the majority of tenant hire cleaning services provider is that while taking a
property at lease or rent, they have to submit certain amount of deposit. This amount gets in
return when tenant comply with all the contract details and the property remains in right
condition. So, to get that amount smoothly, they hire a third part i.e. cleaning service company in
order to make the property back into better condition as per the expectation of landlord.
But in order to be in the good books of potential customers the cleaning service
companies are required to improve their quality of offerings on regular manner. This can be done
with the help of regular asking for customers feedback which in turn help them in getting an idea
regarding the set of areas where improvement are required to be made. While gathering primary
information over this, it has been found that by getting regular feedback from customers, the
cleaning service provide will get an idea regarding the changing demand within market place so
that features within their offerings can be improved. Other then this, it also help in imropioving
22

the customer brand relationship and build up a positive image at marketplace which further
support in generating the reference lead from the satisfied customers. By further proceeding with
investigation, it has been identified that there are large number of sources through which
feedback can be taken by the customers regarding their cleaning services. For this a tenant
cleaning service provide can proceed the feedback message or form over personal email, social
media platform, on site activity or with the help of conducting interview from its existing
customers.
Recommendations
As per the above analysis it has been found that in cleaning industry, the feedback from
customers is very helpful in improving the cleaning services as well as getting information about
the needs and requirements of customers. There are several online platforms that can be utilised
by cleaning service providers for getting feedback from customers regarding their experience
about cleaning services provided by organisation. So, it is recommended to organisation to utilise
online platforms like Facebook, Twitter and Instagram to take feedback from customers on
continuous basis. This will help company in knowing about changing demands of customers
towards the services and what they required to improve in their services. They should take
feedback on continuous basis as the needs and preferences of customers are changing frequently
if company will take feedback constantly from customers, then it will helpful to company in
meeting there are changing demands.
Apart from this, people are becoming more techno-savvy, so cleaning organisation should
emphasize on providing and promoting its services online. This will help in attracting more
number of customers towards the services which leads firm to generate higher sales. This also
makes it convenient for customers to book for the service online easily and get quick services.
This also saves time of consumer in searching of a cleaning agent who can clean their home. In
addition to this, a cleaning organisation should emphasize on bringing creativity and innovation
in its services. As the competition in cleaning sector is very high, the expectations and demands
of customers is also high. So, the organisation should think out of the box and be confident in its
expertise. This will help company in attracting customers more towards its services and generate
high profits and revenue as well as gaining competitive advantage in market.
Moreover, the organisation should emphasize on satisfying customer by building trust
among them regarding the cleaning services of company. By maintaining honest line of
23

communication between company and customers will help in developing good relationship with
them. In the business plan, if any of the factor is changed including availability, pricing etc., then
firm must communicate this with consumers. Apart from this, it is also necessary to follow
through all the promises that company make to its customers. This will help in developing trust
among customers regarding the cleaning services offered by company and also supports in
keeping them more satisfied.
24

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