Ninety-nine percent of U.S. adults reported that any poor cleanliness issue would negatively affect their perception of a retail store, with dirty restrooms and unpleasant odor topping the list of annoyances over poor customer service.
That’s the result of a recent Cintas Corp. telephone survey conducted by Harris Interactive among more than 1,000 U.S. adults who revealed what experiences negatively impact their impression of stores.
“The retail industry is exceptionally competitive, so retailers must provide a pleasant shopping experience to attract and maintain loyal shoppers,” said Mike Thompson, Cintas Facility Services senior VP. “This research affirms that maintaining a clean retail environment can significantly impact the success of a retail operation.”
When asked what experiences with poor cleanliness would negatively impact their perception of a retail store, U.S.adults reported the following:
- Unclean restrooms, 95 percent
- Unpleasant odor, 92 percent
- Poor customer service, 90 percent
- Dirty floors, 86 percent
- Dirty shopping carts, 84 percent
- Poor staff appearance, 83 percent
- Spills or stains, 81 percent
- Wet floors with no signage, 76 percent
- Dusty surfaces, 74 percent
- Dirty glass and windows, 68 percent
“If shoppers are unsatisfied with the cleanliness of a retail store, they will take their business elsewhere,” said Dave Mesko, Cintas senior director of marketing. “Partnering with Cintas for a restroom cleaning and maintenance program enables retailers to improve store cleanliness and focus on boosting customer loyalty and profits.”
Cintas offers a comprehensive retail facility services program that enables retailers to build their image, increase profitability and productivity. Its solutions improve the comfort and well-being of customers and employees. Whether a retailer needs restocking services, floor mat services, cleaning chemicals, mops or regular deep cleaning, Cintas can customize a program to meet its customers’ needs.
This survey was conducted by phone within the United States by Harris Interactive on behalf of Cintas from Dec. 17 to 20, 2010, among 1,004 adults ages 18 and older.
Cincinnati-based Cintas Corp. designs, manufactures and implements corporate identity uniform programs, and provides entrance mats, restroom supplies, promotional products, first aid and safety products, fire protection services and document management services to approximately 800,000 businesses.