Impact of Customer Feedback on UK Tenancy Cleaning Services: Analysis

This report presents a critical analysis of the impact of customer feedback on cleaning services in the UK, focusing on the case of end-of-tenancy cleaning. The report begins with an introduction and then proceeds to analyze data gathered through a questionnaire. The data analysis includes frequency tables and detailed interpretations of the responses, organized thematically. The questionnaire explores awareness of tenancy cleaning services, areas covered, demand drivers, benefits for tenants and landlords, tenant categories, methods for predicting consumer behavior, benefits of feedback, feedback sources, technology adoption, brand-consumer relationship improvement, factors from customer interaction, and responses to changing consumer behavior, and the impact of digital platforms. The discussion section provides insights from both primary and secondary data. The report concludes with key findings and recommendations for improving cleaning services based on customer feedback, and it includes a comprehensive list of references.

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