As 2017 is coming to a close we are looking back on what has been truly a fantastic year for us at ServiceMaster Clean Swansea & South West Wales. Having achieved unprecedented levels of growth and success in both 2015 and 2016 and moving to our new offices at the end of 2016, 2017 would have a very hard act to follow! We wanted to ensure that in 2017 we would also achieve great levels of growth but also ensure that customer retention and customer satisfaction was of the highest priority and this was accomplished more so than we could have imagined.
Since the company was established in 2005 we have achieved growth year on year and 2017 was no different. From November 2016 to November 2017 ServiceMaster Clean, Swansea achieved further growth of 17.5% which is a fantastic achievement, 2017 has seen ServiceMaster Swansea been awarded 21 new commercial cleaning contracts. These clients include doctor surgeries, manufacturing contracts, car dealerships and general office buildings. We are expecting further growth throughout 2018 due to a number of enquirers and quotations already being worked on and look forward to bringing you the news during the year. These 21 new commercial clients has also seen our staffing levels rise as a result, we now employ over 180 members of staff throughout the South West Wales area and are hoping to increase this number to over 200 during 2018.
Customer Retention and NPS
At ServiceMaster Clean Swansea we pride ourselves on customer retention and customer satisfaction and even though growth is extremely positive and great to report on, customer retention and satisfaction is held at a higher importance. We currently service 120 commercial clients throughout the South West Wales area which include 155 separate sites. Throughout 2017, we at ServiceMaster Clean, Swansea retained 98.1% of our client base which is an absolutely fantastic achievement bearing in mind how competitive the industry is, in which we operate.
We also completed our annual ‘Tell ServiceMaster’ which generates an NPS score and scores customer satisfaction levels, there is an article on this under the news section of our website which describes how the scoring is calculated, however we are delighted to announce that we scored yet another fantastic score of 82%, this is the third year running where we have achieved a score of over 80% which is brilliant due to the fact the median score for the cleaning industry is just 16%!
Since we celebrated our tenth anniversary in 2015 we have been bringing you news stories of clients who have been using our commercial cleaning services for ten consecutive years! We celebrated a number of these achievements in 2017, including three, 10 year client anniversaries and a 10 year anniversary for our second longest serving member of staff – Angela. Celebrating these milestones are very special to us a company because as mentioned we pride ourselves on customer satisfaction and since we operate within such a competitive environment, it makes celebrating these milestones even more special. Throughout 2018 we have 9 clients reaching the ten year milestone which will take the total amount of customers using our services for over a decade to 22 which is an absolute remarkable achievement.
Looking ahead to 2018
Jayne ServiceMaster Clean, Swansea managing director added:
“2015 and 2016 were always going to be two tough years to follow for 2017 after the unprecedented growth we witnessed during both these years. However 2017 has defiantly held its own and not only grown in similar fashion it has probably been our best year yet for customer retention and satisfaction.
Even though we grew an incredible 17% in 2017, retaining 98.1% of our client base and scoring 82% in our customer satisfaction survey in such a competitive industry are really the stand out figures. These figures are not only down to our two full time committed contracts managers; Lianne and Sharon but also our three longest serving working supervisors; Anne, Carol and Rhian and also our two new supervisors; Wayne and Zoe and our team of cleaning operatives who have worked tirelessly throughout the year.
Without their hard work and dedication we would not be celebrating such a successful year and for that we are very grateful. Along with these fantastic retention figures we have also seen a fourth year of very impressive growth and celebrated some great anniversaries with very loyal clients and staff members which I am delighted to celebrate every time we reach these impressive milestones. With 9 more ten year anniversaries already penciled in for throughout 2018 and a number of potential new clients already in the ‘pipeline’ I am already looking forward to writing this report at the end of 2018 to share just how fantastic 2018 has been.
Thank you to everyone for your custom and have a very Merry Christmas and a great New Year and we look forward to working with you throughout 2018 and beyond. Thank You!”Back