As 2017 comes to a close we are looking back on what has been a truly fantastic year for us at ServiceMaster Clean Swansea & South West Wales. We achieved unprecedented levels of growth and success in both 2015 and 2016 and moved to our new offices at the end of 2016. We wanted to ensure that we would also achieve great levels of growth in 2017. Customer retention and customer satisfaction is our highest priority and we have continued to meet the high standards we have set ourselves.
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%. 2017 has seen ServiceMaster Swansea awarded 21 new commercial cleaning contracts. These clients include doctor surgeries, manufacturing contracts, car dealerships and general office buildings. We expect 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. We currently service 120 commercial clients throughout the South West Wales area which include 155 separate sites. Throughout 2017, ServiceMaster Clean, Swansea retained 98.1% of our client base which is an absolutely fantastic achievement considering the competitive nature of the cleaning industry.
We also completed our annual ‘Tell ServiceMaster’ survey which generates an NPS score. This is a score of our customer satisfaction levels. We are delighted to announce that we scored yet another fantastic result of 82%. This is the third year running we have achieved a score of over 80%. An outstanding result considering the average 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 Managing Director of ServiceMaster Clean, Swansea added:
“2015 and 2016 were always going to be two tough years to follow after the unprecedented growth. However 2017 has definitely 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. 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 pencilled in for 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 we wish you a very Merry Christmas and a great New Year. We look forward to working with you throughout 2018 and beyond. Thank you!”Back