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Research shows visible cleaning is key to customer confidence

Published 23rd December, 2020 by Neil Nixon

Research shows visible cleaning is key to customer confidence

Once a service that was kept behind the scenes, cleaning in public spaces is now proving to be the key factor in regaining consumer confidence. Independent research commissioned by ABM UK has explored the perception of built environments with regards to the visibility of cleaning operatives now, compared to life pre-COVID-19. It shows that the mere sight of disinfection happening in public spaces can go a long way to creating the confidence people need to feel safe and return to the site.  

Of the 1000 research participants, 61% said that seeing cleaning operatives in public spaces makes them feel that safety measures are being taken seriously and nearly half (48%) agreed it reminds them to stay alert. A quarter of people said that visible cleaning instilled a sense of trust in the environment and 27% agreed it made them feel safe.

John McPherson, ABM UK managing director, said: “Crucially, 45% of survey respondents agreed that the visibility of cleaning in progress would encourage them to return to a built environment, whether that’s an office space, shopping centre or airport. COVID-19 represents a turning point for the facilities services industry where, in the past, facilities services often went unnoticed. It now has national awareness and represents a gateway for the UK to reopen and stay that way. As we continually adapt to changing restrictions and navigate the winter season, businesses which want to instil confidence in their customers need to bring their cleaning and disinfection practices out for the public to see. It's about going beyond the hand sanitising stations and the two metre markers - the conscious consumer wants to see proof of cleaners in action.”

When asked about their attitudes to seeing cleaning operatives doing their job in public spaces pre-COVID-19, a fifth of people admitted that they thought cleaning was something that should happen after hours or behind the scenes. This is compared to just 2% who think the same post-COVID-19.

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