P&G Professional™ Survey Reveals a Drop in Pressure; Fewer Cutbacks for the
Cautious Optimism Apparent for all Except the Healthcare Sector
CINCINNATI -- August 14, 2013
The cleaning industry has become somewhat more efficient with operations and
keeping costs down in the last two years – and in the wake of an improving
economy – a tone of cautious optimism is apparent. This is according to the
2013 Cleaning Industry Insights Survey from P&G Professional^™, the away from
home division of Procter & Gamble (NYSE:PG).
According to survey respondents, cutbacks on luxuries have been reduced and
pressures have eased. However, loss of business and customer dissatisfaction
are the leading causes of worry, keeping key decision makers on their toes to
ensure continued improvements and efficiencies.
The survey results, released today, were based on the responses of more than
400 cleaning industry professionals and key decision makers across Healthcare,
Food Service, Commercial and Hospitality sectors. This study follows the
inaugural survey which was released in late 2011.
Pressure across the cleaning industry to keep operating costs down has dropped
by six percent since 2011; however, the one exception to this is the
Healthcare sector where levels of pressure are perceived to be higher than
those of other sectors and levels of “extreme pressure” have risen slightly
from 27 percent in 2011 to 35 percent in 2013. Similarly, cleaning
professionals in the Healthcare sector were also somewhat more likely to look
at cutting back on office supplies, luxuries, employee benefits and staff.
Important Factors for Continued Success
Looking at both 2011 and 2013 results, consistent importance is placed on a
few key business factors for the cleaning industry as a whole. “Keeping
customers satisfied” was ranked the biggest area of business focus at 32
percent in 2013 (33 percent in 2011) for all sectors. When it comes to
selecting cleaning products – “product performance and efficacy/ease-of-use”
remains the most important factor, at 44 percent in both 2011 and 2013,
beating out “price” at 31 percent (consistent with 30 percent in 2011).
Respondents also revealed in both 2011 and 2013 that “products that get the
job done right the first time” is the most helpful factor when performing
“The fact that managers are continuing to report customer satisfaction,
product efficacy and products that get the job done right the first time are
of utmost importance is reassuring, as this is what P&G Professional is
committed to,” said Kevin Wenzel, Associate Director, P&G Professional. “We
understand that every experience counts, and that noticeably clean
environments shape customer perceptions - whether it be the cleanliness of
surfaces, the shine of the floor, or the softness of the towels. We focus on
developing products that deliver these experiences, and that work harder, so
that cleaning staff don’t have to.”
Despite the fact that two-thirds of respondents overall are “extremely proud”
or “very proud” of their business’ cleanliness, hygiene and cleaning
procedures, managers continue to report challenges with their cleaning staff’s
“quality of work,” (60 percent) “lack of interest, motivation or dedication”
(53 percent) and “employee turnover” (36 percent).
“These same concerns topped the list in 2011,” continued Wenzel. “Businesses
should seek out a cleaning products supplier that will act not only as a
vendor, but also as a partner, by going beyond supplying product to also
include training, education, service and support. This is an area in which P&G
Professional thrives by offering a wide range of easy to access training and
educational resources both online and off.”
Additional survey highlights include
*Business efficiency over price hikes: As in 2011, finding ways to become
more efficient remains the preferred way for businesses to improve their
bottom line. In 2013, 78 percent of respondents indicate the preferable
action to improve their business’ bottom line is to “find ways to become
more efficient,” rather than “raise prices” (15 percent).
*More effective at keeping operating costs down: An enormous nine out of 10
respondents (88 percent), report their business as being effective at
keeping operating costs down in the past 12 months. Perceived
effectiveness levels have increased by five percent when compared with
*Efficiency improved by waste reduction, negotiation, and effective
products: Nearly six in ten respondents overall (59 percent) report
“reducing waste” as the top way in which their business has become more
efficient over the past two years. This was followed closely by “better
negotiating on products and services” (47 percent) and “using more
effective products and services” (43 percent).
*Cleaning product “value” still defined by quality, effectiveness, and
versatility: Across all sectors, respondents are most likely to associate
“value” in cleaning products with “high quality or effectiveness” (40
percent) followed closely by “versatility of use, single product for more
than one purpose” (32 percent), ultimately trumping “low price” (13
percent). These priorities remain consistent with 2011.
*Perception of the current climate: Though only about a third of
respondents (36 percent) feel that the recession is over, three quarters
(75 percent) expect business within their sector to improve within the
next twelve months. Those in Hospitality/Lodging are particularly
optimistic that their sector will improve in the coming year (88 percent).
*Fewer cutbacks: Respondents are reporting fewer cutbacks in 2013 than in
2011. Cutbacks on office supplies dropped from 50 percent in 2011 to 38
percent in 2013, and cutbacks on staff luxuries dropped from 45 percent in
2011 to 33 percent in 2013.
*Cause for concern: “Reduction in business, caused by economic downturn” is
identified as the leading cause of worry in terms of business in general
(44 percent overall), followed by “customer dissatisfaction” (38 percent).
*Customers and cleanliness are king: The top three causes for worry about
cleaning or disinfection overall are “customer dissatisfaction or
complaints” at 44 percent, “food sanitation/food poisoning issues” at 27
percent and “pests or vermin” at 25 percent.
The P&G Professional 2013 Cleaning Industry Insights Survey was conducted in
partnership with Ipsos Public Affairs in May 2013, and these are some of its
findings. For the complete report, please visit
About Procter & Gamble Professional
P&G Professional® is the away-from-home division of Procter & Gamble, serving
the foodservice, building cleaning and maintenance, hospitality and office
supply channel industries. P&G Professional offers complete solutions
utilizing its parent company's scale, trusted brands and strengths in market
and consumer understanding. P&G Professional features such brands as Dawn®,
Mr. Clean®, Comet®, Spic and Span®, Bounty®, Safeguard®, Febreze®, Swiffer®,
Tide®, and its own brand, P&G Pro Line®. Please visit www.pgpro.com for the
latest information about P&G Professional's solutions.
About Procter & Gamble
P&G serves approximately 4.8billion people around the world with its brands.
The Company has one of the strongest portfolios of trusted, quality,
leadership brands, including Ace®, Always®, Ambi Pur®, Ariel®, Bounty®,
Charmin®, Crest®, Dawn®, Downy®, Duracell®, Fairy®, Febreze®, Fusion®, Gain®,
Gillette®, Head & Shoulders®, Iams®, Lenor®, Mach3®, Olay®, Oral-B®, Pampers®,
Pantene®, Prestobarba®, SK-II®, Tide®, Vicks®, Wella®, and Whisper®.The P&G
community includes operations in approximately70countries worldwide. Please
visithttp://www.pg.comfor the latest news and in-depth information about P&G
and its brands.
Citizen Relations for P&G Professional
Sara Sloan, 949-809-6856
Press spacebar to pause and continue. Press esc to stop.