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BSCs Struggle With Restrooms and Hard Floors

CMM’s annual Building Service Contractor Benchmarking Survey Report pinpoints BSC challenges and trends.

October 3, 2022

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.

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