Servicon conducts a biannual Client Survey to ensure our environmental services (EVS) for hospitals and other commercial cleaning services are meeting and exceeding our customers’ expectations.
The Spring 2021 Client Survey yielded a net promoter score (NPS) of 72, with an NPS of 83 in the healthcare sector. NPS is a metric derived from surveying customers regarding how likely they would be to recommend a company, product, or service to friends and/or colleagues.
We are proud to have continued our trend of being far above the NPS 41 industry benchmark for commercial cleaning and other building services and more than double the average for EVS in healthcare. The Spring 2021 Customer Survey was sent to 200 clients and yielded 125 responses—a 60% response rate.
The Servicon Customer Survey rates our service in terms of:
- Quality
- Efficiency
- Compliance
- Professionalism.
Survey Insights
Our Customer Survey always gives us vital insight regarding client satisfaction and patient/customer experience. We value the feedback provided by our partners. It helps us review and customize our programs to fulfil different clients’ needs. Our Customer Survey also provides insight into trends and innovations, helping us stay ahead of the curve and prepared to meet and exceed client expectations.
In terms of EVS healthcare, our Spring 2021 Customer Survey told us that:
- Our high NPS is, in part, attributable to our response to the COVID-19 pandemic and how appreciative our clients are for the support we provided throughout this unprecedented and challenging year
- Our work is essential to our clients in the healthcare facilities, clinics, hospitals, ambulatory care centers, and communities we serve
- Preventing the spread of infection and COVID-19 and its variants remains a significant concern for our clients, and enhanced cleaning and disinfecting procedures remain a focus
- As an industry, we must continue to promote cleaning for health vs. cleaning for appearance
- Our clients appreciate the Client Communications we send out monthly to keep them abreast of infection prevention, COVID-19 updates, state mandates, and similarly helpful information
Client Benefits
Our Client Survey:
- Gives our clients a chance to provide honest feedback
- Shows us where we are excelling and where there may be room for improvement
- Helps us stay current on what is important to our clients
- Provides our clients with a benchmark for how our EVS for hospital and other commercial cleaning services rate compared with the industry average
- Helps us develop strategies to fill current client needs and strengthen our partnerships.
For more information about Servicon’s Customer Surveys or results, contact Susan Matt at susan.matt@servicon.com. To learn more about Servicon’s EVS for hospitals and other vertical markets we serve in the California area, visit www.servicon.com/services.
