GITNUXREPORT 2025

Customer Experience In The Cleaning Industry Statistics

Prioritizing communication, eco-friendliness, staff training boosts cleaning customer experience.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

42% of cleaning companies improved customer satisfaction by implementing digital booking systems

Statistic 2

60% of cleaning companies believe that personalized communication enhances customer experience

Statistic 3

69% of customers cite communication as a contributor to their customer experience satisfaction

Statistic 4

72% of consumers are satisfied when cleaning companies provide proactive communication about service status

Statistic 5

62% of cleaning service providers report that transparent communication reduces customer complaints

Statistic 6

60% of cleaning companies have adopted automated appointment reminders to enhance CX

Statistic 7

74% of consumers state that clear communication about service delays enhances their satisfaction

Statistic 8

66% of cleaning companies reported that personalized correspondence increased customer engagement

Statistic 9

43% of consumers consider detailed service descriptions important for trust and confidence

Statistic 10

51% of cleaning companies utilize chatbots for customer inquiries

Statistic 11

73% of respondents prefer cleaning providers that proactively communicate about potential issues

Statistic 12

59% of cleaning service providers report increased customer satisfaction from proactive communication

Statistic 13

49% of cleaning firms utilize online chat support to enhance customer interaction

Statistic 14

66% of customers cite clarity about cleaning procedures as a key part of positive experience

Statistic 15

41% of consumers value detailed service descriptions for building trust

Statistic 16

63% of customers are willing to pay more for a better cleaning service experience

Statistic 17

58% of consumers prefer cleaning services that offer eco-friendly products

Statistic 18

90% of consumers consider prompt responses to inquiries as critical to their satisfaction with cleaning services

Statistic 19

70% of cleaning service providers use customer feedback to improve their services

Statistic 20

55% of consumers consider the professionalism of staff as a key factor in their overall customer experience

Statistic 21

38% of customers have abandoned online booking due to a poor user experience

Statistic 22

52% of consumers expect real-time tracking of cleaning service progress when booking

Statistic 23

44% of customers feel that punctuality is the most important aspect of their cleaning service experience

Statistic 24

77% of respondents in a survey rated staff friendliness as essential in choosing a cleaning service

Statistic 25

72% of customers consider flexible scheduling a key factor in their customer experience

Statistic 26

61% of consumers expect environmental considerations to influence their choice of cleaning services

Statistic 27

29% of cleaning companies have invested in mobile apps to streamline customer experience

Statistic 28

66% of consumers are more likely to return to a cleaning service if they had an easy scheduling process

Statistic 29

41% of customers are willing to pay a premium for cleaning services that prioritize health and safety

Statistic 30

67% of consumers report that a personalized greeting or note from their cleaner improves their overall experience

Statistic 31

44% of customers prefer cleaning services that use advanced booking technology

Statistic 32

78% of clients would recommend a cleaning service with excellent customer support

Statistic 33

36% of cleaning service providers offer digital payment options to enhance customer satisfaction

Statistic 34

64% of customers believe that easy-to-understand service packages increase satisfaction

Statistic 35

68% of cleaning clients appreciate receiving follow-up after service to ensure satisfaction

Statistic 36

47% of consumers state that the availability of online chat support improves their overall experience

Statistic 37

54% of customers prefer services with flexible cancellation and rescheduling options

Statistic 38

72% of respondents indicated that eco-friendly cleaning options influence their satisfaction levels

Statistic 39

76% of cleaning companies report that customer feedback has led to service innovation

Statistic 40

53% of customers look for clear service guarantees when choosing a cleaning provider

Statistic 41

35% of consumers would pay a premium for environmentally sustainable cleaning products

Statistic 42

49% of customers appreciate receiving personalized offers based on their cleaning history

Statistic 43

54% of consumers prefer scheduling via mobile apps

Statistic 44

68% of clients value environmentally friendly cleaning options as a top consideration

Statistic 45

55% of customers believe that reliable scheduling contributes to a positive experience

Statistic 46

39% of customers prefer real-time updates via mobile notifications during cleaning appointments

Statistic 47

51% of cleaning firms offer online scheduling and payment to improve customer experience

Statistic 48

37% of customers seek environmentally sustainable cleaning options

Statistic 49

54% of customers are more likely to stick with a cleaning service if they receive follow-up communication

Statistic 50

59% of cleaning businesses report that offering flexible scheduling increases customer satisfaction

Statistic 51

44% of customers pay attention to companies’ environmental policies when choosing cleaning services

Statistic 52

53% of customers are more loyal to cleaning companies that respond promptly to complaints

Statistic 53

64% of consumers prefer booking cleaning services online rather than via phone call

Statistic 54

42% of customers value environmentally sustainable cleaning options as a differentiator

Statistic 55

77% of clients consider staff professionalism crucial for their customer experience

Statistic 56

46% of cleaning companies have adopted mobile payment options to improve CX

Statistic 57

65% of consumers rate eco-friendly products as an important factor when choosing a cleaning provider

Statistic 58

58% of clients prefer cleaning providers with flexible cancellation policies

Statistic 59

85% of consumers trust online reviews as much as personal recommendations in selecting a cleaning service

Statistic 60

69% of customers have increased their spending with a cleaning company after positive social media interactions

Statistic 61

35% of consumers read online reviews before choosing a cleaning service

Statistic 62

49% of cleaning companies have adopted online customer feedback tools in the last year

Statistic 63

44% of consumers say that a clean and organized website increases their trust in a cleaning company

Statistic 64

65% of cleaning companies measure customer satisfaction through online review ratings

Statistic 65

59% of consumers are more loyal to cleaning brands that address negative reviews publicly and promptly

Statistic 66

70% of cleaning companies have seen improvements in customer reviews after investing in staff soft skills training

Statistic 67

52% of customers look for brands that actively respond to online reviews

Statistic 68

83% of cleaning clients value transparent pricing

Statistic 69

71% of clients cite price transparency as a key factor in their customer experience

Statistic 70

45% of cleaning service providers report that offering online quotes increases conversion rates

Statistic 71

55% of consumers value transparent and straightforward pricing regardless of cleaning complexity

Statistic 72

55% of customers prefer transparent pricing with clear breakdowns

Statistic 73

78% of consumers say they have abandoned a purchase due to poor customer service in the cleaning industry

Statistic 74

74% of cleaning companies saw increased customer retention after investing in staff training focused on customer service skills

Statistic 75

67% of customers have canceled a cleaning service due to inconsistent service quality

Statistic 76

53% of customers would recommend their cleaning service provider if they had an excellent customer experience

Statistic 77

49% of cleaning companies measure customer satisfaction through surveys

Statistic 78

65% of customers said their positive experience with a cleaning company increased their loyalty

Statistic 79

80% of cleaning companies report that repeat business is linked to positive customer service experiences

Statistic 80

48% of cleaning businesses have implemented loyalty programs to increase customer satisfaction

Statistic 81

45% of cleaning companies that use CRM tools report higher customer satisfaction ratings

Statistic 82

74% of respondents said that consistent quality delivery is vital for customer loyalty

Statistic 83

54% of cleaning companies track customer satisfaction through Net Promoter Score (NPS)

Statistic 84

73% of cleaning firms believe that training staff on soft skills enhances customer experience

Statistic 85

53% of customers would switch to a different cleaning provider if their current one failed to meet expectations

Statistic 86

55% of clients rate consistency in cleaning quality as a top factor influencing their loyalty

Statistic 87

59% of cleaning companies invest in employee development programs to improve service quality

Statistic 88

41% of customers cite staff professionalism as a critical element of their customer experience

Statistic 89

78% of customers would recommend a cleaning company that provides consistent service quality

Statistic 90

62% of cleaning companies have integrated customer feedback into staff training programs

Statistic 91

48% of organizations track customer retention metrics to evaluate service quality

Statistic 92

80% of clients state that prompt and courteous customer service resolves issues more effectively

Statistic 93

67% of staffing agencies in cleaning recommend soft skills training to improve customer interactions

Statistic 94

72% of customers cite consistent cleaning results as critical to their overall experience

Statistic 95

68% of cleaning firms believe that staff training in soft skills significantly impacts customer satisfaction

Statistic 96

49% of cleaning companies offer digital follow-up surveys to gauge customer satisfaction

Statistic 97

68% of companies track Net Promoter Score (NPS) as a key metric for customer loyalty

Statistic 98

71% of consumers have reported that professional appearance of staff influences their satisfaction

Statistic 99

63% of customers say that consistent service quality improves their likelihood to recommend

Statistic 100

74% of service providers believe that higher staff soft skills lead to better customer retention

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

78% of consumers say they have abandoned a purchase due to poor customer service in the cleaning industry
63% of customers are willing to pay more for a better cleaning service experience
85% of consumers trust online reviews as much as personal recommendations in selecting a cleaning service
42% of cleaning companies improved customer satisfaction by implementing digital booking systems
58% of consumers prefer cleaning services that offer eco-friendly products
74% of cleaning companies saw increased customer retention after investing in staff training focused on customer service skills
67% of customers have canceled a cleaning service due to inconsistent service quality
90% of consumers consider prompt responses to inquiries as critical to their satisfaction with cleaning services
53% of customers would recommend their cleaning service provider if they had an excellent customer experience
49% of cleaning companies measure customer satisfaction through surveys
65% of customers said their positive experience with a cleaning company increased their loyalty
70% of cleaning service providers use customer feedback to improve their services
55% of consumers consider the professionalism of staff as a key factor in their overall customer experience

Discover how exceptional customer experience is revolutionizing the cleaning industry, where 78% of consumers have abandoned poor service and 85% trust online reviews as much as personal recommendations, revealing that personalized communication, eco-friendly options, and digital convenience are key drivers of customer loyalty and business success.

Communication and Transparency

42% of cleaning companies improved customer satisfaction by implementing digital booking systems
60% of cleaning companies believe that personalized communication enhances customer experience
69% of customers cite communication as a contributor to their customer experience satisfaction
72% of consumers are satisfied when cleaning companies provide proactive communication about service status
62% of cleaning service providers report that transparent communication reduces customer complaints
60% of cleaning companies have adopted automated appointment reminders to enhance CX
74% of consumers state that clear communication about service delays enhances their satisfaction
66% of cleaning companies reported that personalized correspondence increased customer engagement
43% of consumers consider detailed service descriptions important for trust and confidence
51% of cleaning companies utilize chatbots for customer inquiries
73% of respondents prefer cleaning providers that proactively communicate about potential issues
59% of cleaning service providers report increased customer satisfaction from proactive communication
49% of cleaning firms utilize online chat support to enhance customer interaction
66% of customers cite clarity about cleaning procedures as a key part of positive experience
41% of consumers value detailed service descriptions for building trust

Communication and Transparency Interpretation

In an industry where broomsticks once swept silently, today's cleaning companies are turbocharging customer satisfaction through digital booking, proactive communication, and personalized touches—proving that in the quest for cleanliness, clarity and connection are just as essential as the cleanup itself.

Customer Preferences and Expectations

63% of customers are willing to pay more for a better cleaning service experience
58% of consumers prefer cleaning services that offer eco-friendly products
90% of consumers consider prompt responses to inquiries as critical to their satisfaction with cleaning services
70% of cleaning service providers use customer feedback to improve their services
55% of consumers consider the professionalism of staff as a key factor in their overall customer experience
38% of customers have abandoned online booking due to a poor user experience
52% of consumers expect real-time tracking of cleaning service progress when booking
44% of customers feel that punctuality is the most important aspect of their cleaning service experience
77% of respondents in a survey rated staff friendliness as essential in choosing a cleaning service
72% of customers consider flexible scheduling a key factor in their customer experience
61% of consumers expect environmental considerations to influence their choice of cleaning services
29% of cleaning companies have invested in mobile apps to streamline customer experience
66% of consumers are more likely to return to a cleaning service if they had an easy scheduling process
41% of customers are willing to pay a premium for cleaning services that prioritize health and safety
67% of consumers report that a personalized greeting or note from their cleaner improves their overall experience
44% of customers prefer cleaning services that use advanced booking technology
78% of clients would recommend a cleaning service with excellent customer support
36% of cleaning service providers offer digital payment options to enhance customer satisfaction
64% of customers believe that easy-to-understand service packages increase satisfaction
68% of cleaning clients appreciate receiving follow-up after service to ensure satisfaction
47% of consumers state that the availability of online chat support improves their overall experience
54% of customers prefer services with flexible cancellation and rescheduling options
72% of respondents indicated that eco-friendly cleaning options influence their satisfaction levels
76% of cleaning companies report that customer feedback has led to service innovation
53% of customers look for clear service guarantees when choosing a cleaning provider
35% of consumers would pay a premium for environmentally sustainable cleaning products
49% of customers appreciate receiving personalized offers based on their cleaning history
54% of consumers prefer scheduling via mobile apps
68% of clients value environmentally friendly cleaning options as a top consideration
55% of customers believe that reliable scheduling contributes to a positive experience
39% of customers prefer real-time updates via mobile notifications during cleaning appointments
51% of cleaning firms offer online scheduling and payment to improve customer experience
37% of customers seek environmentally sustainable cleaning options
54% of customers are more likely to stick with a cleaning service if they receive follow-up communication
59% of cleaning businesses report that offering flexible scheduling increases customer satisfaction
44% of customers pay attention to companies’ environmental policies when choosing cleaning services
53% of customers are more loyal to cleaning companies that respond promptly to complaints
64% of consumers prefer booking cleaning services online rather than via phone call
42% of customers value environmentally sustainable cleaning options as a differentiator
77% of clients consider staff professionalism crucial for their customer experience
46% of cleaning companies have adopted mobile payment options to improve CX
65% of consumers rate eco-friendly products as an important factor when choosing a cleaning provider
58% of clients prefer cleaning providers with flexible cancellation policies

Customer Preferences and Expectations Interpretation

In an industry where eco-friendliness, punctuality, and personalized service dominate customer expectations—evidenced by over 70% valuing professionalism, responsiveness, and green options—cleaning companies that embrace seamless digital booking, real-time updates, and tailored experiences are not just cleaning homes but also sweeping away the competition.

Online Trust and Reviews

85% of consumers trust online reviews as much as personal recommendations in selecting a cleaning service
69% of customers have increased their spending with a cleaning company after positive social media interactions
35% of consumers read online reviews before choosing a cleaning service
49% of cleaning companies have adopted online customer feedback tools in the last year
44% of consumers say that a clean and organized website increases their trust in a cleaning company
65% of cleaning companies measure customer satisfaction through online review ratings
59% of consumers are more loyal to cleaning brands that address negative reviews publicly and promptly
70% of cleaning companies have seen improvements in customer reviews after investing in staff soft skills training
52% of customers look for brands that actively respond to online reviews

Online Trust and Reviews Interpretation

In an era where 85% trust online reviews as much as personal recommendations, cleaning companies that embrace transparent feedback and digital engagement are not just sprucing up spaces—they’re polishing their reputations and cleaning up in customer loyalty.

Pricing and Value Perception

83% of cleaning clients value transparent pricing
71% of clients cite price transparency as a key factor in their customer experience
45% of cleaning service providers report that offering online quotes increases conversion rates
55% of consumers value transparent and straightforward pricing regardless of cleaning complexity
55% of customers prefer transparent pricing with clear breakdowns

Pricing and Value Perception Interpretation

In a sparkling display of honesty, over four-fifths of cleaning clients crave transparent pricing, proving that even in a dirtier business, clarity and trust are the ultimate cleaning agents.

Service Quality and Customer Satisfaction

78% of consumers say they have abandoned a purchase due to poor customer service in the cleaning industry
74% of cleaning companies saw increased customer retention after investing in staff training focused on customer service skills
67% of customers have canceled a cleaning service due to inconsistent service quality
53% of customers would recommend their cleaning service provider if they had an excellent customer experience
49% of cleaning companies measure customer satisfaction through surveys
65% of customers said their positive experience with a cleaning company increased their loyalty
80% of cleaning companies report that repeat business is linked to positive customer service experiences
48% of cleaning businesses have implemented loyalty programs to increase customer satisfaction
45% of cleaning companies that use CRM tools report higher customer satisfaction ratings
74% of respondents said that consistent quality delivery is vital for customer loyalty
54% of cleaning companies track customer satisfaction through Net Promoter Score (NPS)
73% of cleaning firms believe that training staff on soft skills enhances customer experience
53% of customers would switch to a different cleaning provider if their current one failed to meet expectations
55% of clients rate consistency in cleaning quality as a top factor influencing their loyalty
59% of cleaning companies invest in employee development programs to improve service quality
41% of customers cite staff professionalism as a critical element of their customer experience
78% of customers would recommend a cleaning company that provides consistent service quality
62% of cleaning companies have integrated customer feedback into staff training programs
48% of organizations track customer retention metrics to evaluate service quality
80% of clients state that prompt and courteous customer service resolves issues more effectively
67% of staffing agencies in cleaning recommend soft skills training to improve customer interactions
72% of customers cite consistent cleaning results as critical to their overall experience
68% of cleaning firms believe that staff training in soft skills significantly impacts customer satisfaction
49% of cleaning companies offer digital follow-up surveys to gauge customer satisfaction
68% of companies track Net Promoter Score (NPS) as a key metric for customer loyalty
71% of consumers have reported that professional appearance of staff influences their satisfaction
63% of customers say that consistent service quality improves their likelihood to recommend
74% of service providers believe that higher staff soft skills lead to better customer retention

Service Quality and Customer Satisfaction Interpretation

In the cleaning industry, where 78% of consumers abandon brands over poor service and 80% of companies credit positive customer experiences with repeat business, investing in staff training, consistency, and personalized feedback isn't just professional courtesy—it's the definitive formula for customer loyalty and survival in a crowded market.