Customer Satisfaction Survey 2024 ‘Tell ServiceMaster’

Customer Satisfaction Survey 2024 ‘Tell ServiceMaster’

Annually we ask our clients to complete a customer satisfaction survey which asks one simple question; ‘How likely are you to recommend ServiceMaster to a friend or colleague?’. Scores range from 1 (very unlikely) to 10 (very likely). The overall score then generates a ‘NPS score’ which ranges from -100% to +100%.

If a client scores between 1 and 6 they are ranked as a ‘detractor’, if a client scores a 7 or an 8, they are deemed to be ‘passive’ and if a client scores between a 9 and a 10 they are deemed to be a ‘promoter’.

The overall NPS score is generated by subtracting the detractors from the promoters to give an overall NPS score.
ServiceMaster are very pleased to share, that our 2024 NPS score is an impressive +78%.

According to previous studies, the median score within the cleaning industry is that of just +16%. Therefore, ServiceMaster South Wales have once again produced a very impressive score, which is constantly above industry average.

Our Managing Director, Jayne added “Tell ServiceMaster is such a simple exercise to send out but it is always great to receive honest feedback. We have produced great scores, consistently year after year and this year is no different. The scores we have produced emphasise how much importance we place on customer satisfaction and service levels. The comments which have been left with the scores shows how highly our service is regarded and it is truly great to read. Thank you to everyone who made these scores achievable.”

Below are some of the optional comments which were left alongside the scores:

“The service received is always reliable and professional. We are communicated with if there are any changes to the staff providing the service in advance, so we don’t ever see a difference in the quality of the service provided by Service Master. Service Master checks in with the business regularly to see if any changes are necessary or if the service provided is to their standard. Always helpful and open to suggestion (not that we need to make them). Overall helpful and very professional.”

“Excellent.”

 “The cleaning in our office is of a very high standard.”

 “Jayne and the team are fantastic – nothing is ever too much trouble and service is second to none. Thank you Jayne and the team”

 “We have always enjoyed a high standard of service and communication with ServiceMaster. They are prompt, work hard and always let you know well in advance of any temporary changes to the service.”