Building service contractors are optimistic about demand for their services and planning for long-term growth, according to the results of CMM’s 2026 BSC benchmarking survey. Among survey respondents, 85% project an increase in gross sales revenue for 2026, and more than half of those (67%) expect growth 6% or higher.
Most BSCs (61%) are targeting commercial office and property management facilities for their client base growth. Healthcare (38%) and government (30%) facilities follow as popular client targets.
Competition is a fact of life amid BSCs. Survey respondents report that they gain most of their new accounts (71%) by replacing another BSC. Only 16% of their customer growth comes from a client bringing in a contractor to replace in-house staff.
Beneath the optimism and plans for gaining new clients, BSCs expressed concern about having the resources, especially staff, to meet demands for their services in a profitable manner.
Staffing challenges
Hiring expectations match revenue projections, with 85% of respondents reporting they will add staff in 2026 to meet their service demands. Labor accounts for more than 60% of total operating costs for 42% of survey respondents, and above 70% of total operating costs for 23%.
The recruitment of qualified cleaning staff remains problematic, with 75% of respondents reporting this as their most pressing labor challenge. Last year’s BSC survey had similar findings with 69% of respondents choosing the recruitment and hiring of qualified individuals as their top labor problem.
Other 2026 labor challenges include paying enough to remain competitive (56%) and retaining existing staff (44%).
Survey respondents pointed to factors like an aging workforce, physically demanding responsibilities, limited public recognition, and employee burnout as contributors to worker shortages. As one opined, “Without a sustainable strategy for recruiting, developing, and retaining the next generation of cleaning professionals, labor availability will continue to be the greatest constraint on service quality, operational stability, and long-term industry growth.”
Technology solutions
Despite heavy promotion of autonomous cleaning equipment as a solution to human labor shortages, 73% of survey respondents admitted they have never piloted or adopted it. Further expressing their reluctance, only one-third (33%) of this group said they are likely to adopt the technology within two years, while almost half (45%) are not likely to adopt it or even try it. However, the 23% who have adopted autonomous cleaning equipment are sold on its benefits, with 76% reporting they are likely to increase automation during the next two years.
Amid the technology options, artificial intelligence (AI) has the most interest, with 58% of respondents reporting they plan to adopt AI in the next 12 months. “AI has completely changed the game,” remarked a respondent. “The name of the game now should not be whether or not to use AI, but how to use it responsibly.”
However, nearly a quarter of respondents (23%) have no plans to adopt new technology within the next year. One respondent summed up reservations about the current technology: “AI has been helpful administratively, however, most of the janitorial equipment that is on the market is still not working or is over-priced.”
Client expectations
Whether cleanliness is achieved through automation or old-fashioned elbow grease, most BSC clients prioritize the well-being this cleanliness brings to their facilities and occupants. More than half (54%) chose health, safety, and security of buildings and tenants as a very important client priority, followed closely by facility image (51%). Reducing overall cleaning costs placed third, with 43% ranking it as very important to clients. Interestingly, reducing the number of service contractors was a very important client priority for only 19% of survey respondents, suggesting that clients are looking for cost savings other than cutting cleaning staff. To differentiate themselves from the competition, a resounding majority of BSC respondents (92%) rely on their experience and reputation. They believe that offering value-added services (68%) and one-stop shopping (49%) also helps them attract clients. Only 26% credit the price of their services as their differentiator.
Facility occupant well-being, as well as client satisfaction, depends on BSC expertise in caring for top problem areas. As in previous years, survey respondents (43%) named restrooms as the biggest problem space, more than hard floors (23%) and carpet (9%) combined.
Dig deeper into BSC problem areas, challenges, successes, and other survey findings by examining the charts and graphs in this article, then download the full survey report at cmmonline.com/2026-bsc-survey.
About this report: Survey data is based on results from email solicitations to building service contractors from June 23 to Aug. 5. Results are self-reported and not based on audited financial statements. Percentages in graphs and charts are rounded to the nearest whole number.
Survey Prize Winners
Sponsored by:
Three survey participants received a case of Papernet Dissolve Tech dissolvable hand towels, courtesy of survey sponsor Sofidel, and a US$100 check from CMM.
The winners are:
- Joe Buchholz, Buck Services Inc., West Chicago, Illinois
- Luis Hernandez, DynaClean Professional Services, Temple, Texas
- David Kreft, The Budd Group, Greenville, South Carolina
Download the full survey report below.
