BSCs Struggle With Restrooms and Hard Floors

Restrooms always get a bad rap. Building service contractors (BSCs) who participated in CMM’s 2022 Building Service Contractor Benchmarking Survey listed restrooms as the most challenging area of a facility in regard to meeting user expectations. Among the survey respondents, 35% listed restrooms as the top area where they receive the most customer complaints.

The second most common answer was hard floor surfaces, with 27% saying this was the area that garnered the most complaints, followed by common/shared spaces, with 15% listed as their top problem area.

The survey asked participants to specify which services they provide in addition to cleaning. The top answers were:

• Disinfecting (97% of respondents offer this service)
• Stripping/recoating hard floors (87%)
• Carpet extraction/deep cleaning (84%)
• Restroom supplies management (85%)
• Carpet extraction/deep cleaning (84%)
• Window cleaning (64%).

Survey respondents also reported offering the following facility maintenance services:

• Day porter (72% of respondents offer this service)
• Buildings and grounds maintenance (45%)
• Lightbulb replacement/relamping (39%)
• Landscaping/lawncare (31%)
• Waste management/recycling (28%)
• Snow removal (27%)
• Painting (23%).

Download the full survey for more insights from participating BSCs.