people with differing opinions
Case Study 1 – Bright Hygiene (London) Ltd

The Client
Bright Hygiene is one of the UK’s leading cleaning hygiene service companies. Established for over 27 years, Bright has built an enviable reputation for reliability and professional, customer-focused service solutions. Bright’s services include specialist deep cleaning, ventilation and ductwork cleaning, grease filter laundry, builders cleans and structural cleans. In order to stay at the forefront of their business Bright made the decision to invest in an ongoing customer satisfaction measurement programme and retained The Customers View to undertake the programme which has been running since February 2004

Bright Hygiene’s Customers View Programme
Each month paper-based questionnaires are sent to all of Bright’s clients that have had a kitchen deep clean undertaken in the previous month. This includes the offer of a relevant gift to provide an incentive to complete and return the questionnaires. This results in average responses of 50-60% each month which is very high for a study of this nature.

The study uses a four scale emoticon approach from excellent to dissatisfied to measure friendliness of staff, job quality, notification procedures, after service follow-up and reliability of staff arrivals on site as well as eliciting verbatim comments.

As a result of this ongoing study beneficial operational changes have been made internally and externally improving the level of service provided to all customers. In addition to this the study has assisted in client retention, continuous improvement in standards, identification of business opportunities and the identification of training needs.

The Client’s View
Francesca Smith Bright Hygiene’s Managing Director is very pleased with the input that The Customers View study makes to her business,” I think measurement of customer satisfaction is essential for any business but particularly a service business such as ours and I think that The Customers View provides us with invaluable market information in an easily digestible format at an attractive price – I would not be without it.”.