What are some of the biggest challenges building service contractors face? Participants from CMM’s 2025 Building Service Contractor (BSC) Benchmarking survey told us in their own words.
“The most critical issues facing BSCs in today’s competitive market include attracting and retaining skilled talent, balancing cost optimization with high service quality, and
adapting to rapid digital transformation,” wrote one participant. “Additionally, meeting evolving client expectations while maintaining operational efficiency and ensuring data security are major
challenges that BSCs must address.”
In a similar vein, another wrote, “Rising costs, pricing pressures, inflation, and higher wages are driving up operating costs. At the same time, clients often demand lower bids, creating razor-thin margins. Balancing competitive pricing with profitability is an ongoing struggle.”
Beyond hiring and profitability struggles, survey respondents listed “keeping up to date on industry standards and innovations,” “knowledge transfer/training,” “aging workforces,” and “disinformation that is often driven by polarized political agendas” as concerns.
Multiple survey participants expressed apprehension about the financial situation in the U.S., citing supply chain disruptions, tariffs, and economic uncertainty. “During downward shifts in the economy, clients are looking to cut costs, and, of course, cleaning services are one of the first things they look to cut,” a participant wrote.
Tools of the trade
Cleaning tools and technology can help BSCs overcome some of their challenges. When asked which technology or tool has been most helpful to their company and why, many survey respondents
chose cleaning validation programs. “It has helped enhance our cleaning, which has resulted in increased client satisfaction and confidence,” one respondent explained.
Another popular response was cleaning management software. “It streamlines scheduling, inspections, and reporting, giving supervisors real-time visibility and reducing paperwork,” wrote one
survey participant. “This improves accountability and service consistency while providing clients with data-driven proof of performance. While robotics and automation add value, the software has the greatest overall impact because it strengthens efficiency, customer satisfaction, and competitiveness across all operations.”
Other survey respondents chose robotics and Internet of Things (IoT) solutions, explaining these technologies “help improve standards and drive better productivities.” Artificial intelligence
(AI) was another popular response, with its users highlighting AI’s usefulness in creating training modules, enhancing administrative efficiencies, and streamlining processes for bid documents.
Employee protections
The latest tools and technologies mean nothing without a dedicated, motivated, and safe staff. When asked which employee health and safety issues concern them the most, 77% of survey respondents reported being most concerned about slips, trips, and falls. Other top employee safety concerns included:
- Lifting injuries–48%.
- Sprains and strains–36%.
- Repetitive stress injuries–28%.
Survey respondents detailed the steps they take to help protect their employees from these hazards. “We conduct weekly safety reminders, hold team meetings prior to sending them out to work, and precheck all equipment to ensure it’s in proper working condition,” a survey respondent replied.
Several survey participants mentioned they have dedicated safety and health managers who visit worksites for training and briefings. Others said they look to the Occupational Safety and Health
Administration and other sources for training on bloodborne pathogens and hazardous materials.
One respondent explained the special safeguards the company enacts for its aging workforce. “Our company implements several measures to protect older workers, including ergonomic workstations to reduce physical strain, flexible work schedules to accommodate health needs, regular health and safety training, and wellness programs to support physical and mental well-being,” the survey respondent wrote. “We also encourage job rotation and provide assistive tools.”
Shared stories
The 2025 BSC Benchmarking Survey explored additional topics, including cleaning product purchasing preferences, company revenue projections, employee pay rates/benefits, and client demands for sustainability reporting. New questions for 2025 asked BSCs about robotic equipment they adapted or piloted in the past five years and their future plans for technology use.
Examine the charts and graphs in this article, then download the full survey report at cmmonline.com/2025-bsc-survey.
The 2025 Building Service Contractor Benchmarking Survey is sponsored by Convex Software.
Survey Prize Winners
Congratulations to the three survey participants who received $100 gift cards courtesy of CMM’s survey sponsor, Convex, which offers a sales intelligence software platform built for commercial services teams.
The winners are:
- Susan Rotuski, ABMC Janitorial, Medford, New Jersey
- Christopher Rosner, Clear View Cleaning, York, Pennsylvania
- Cynthia Mockbee, Janco Commercial Cleaning, Anchorage, Alaska
About this report
Survey data is based on results from email solicitations to BSCs from Sept. 3 to Sept. 29. Results are self-reported and not based on audited financial statements. Percentages in graphs and charts are rounded to the nearest whole number.
Download the full 2025 Building Service Contractor Benchmarking Survey Report below.
