ROI of Office Cleaning Services: How do Our Clients Benefit?

One of the concerns of many office administrators and facilities managers is whether hiring professional cleaning services for their workspace is a good investment. Companies want to see a return on investment or ROI when they invest a lot of money, and investing in professional office cleaning services isn’t an exception.

In this article, we conducted a case study in partnership with one of our clients to understand our client’s ROI of our office cleaning service.

About Our Client

Our client is a large and renowned law firm in central London, signing their office cleaning contract with MN Support Services in mid-January 2023. Before partnering with us, our client had another cleaning contractor for less than 6 months, which they had to terminate for various reasons.

When they signed a contract with MN Support Services, they mentioned they wanted to see a change and a reasonable ROI by investing in professional cleaning services. It was also an interesting opportunity for our experts to see how our services can affect a client’s business and revenue.

Identifying The Issue

The main reason our client decide to review their cleaning arrangement in the first place is inconsistent service. In many instances, office cleaning staff didn’t show up on time or at all. Therefore, the next day, the office was in poor condition. They complained about the situation several times, but it seemed that the cleaning contractor was not doing anything to rectify the situation.

Secondly, cleaners were not properly trained and in some cases, weren’t particularly reliable. Cleaning office spaces full of sensitive documents like legal cases requires specific instructions. Our client provided these instructions and asked cleaners not to move any paper or document while they are cleaning desks or shelves.

However, in one instance, the cleaner picked up the documents that were left on the desk and put them in the drawer before wiping the desk. This caused a disturbance in the order of documents, and some papers were misplaced into another folder. The result was catastrophic for our client as they lost a big and complex legal case and lost one of their biggest clients.

Making a Decision

After this incident, our client started a deeper due diligence on their cleaning contractor. The results were not particularly interesting. The company didn’t pay their cleaners enough.

Also, none of the cleaners were trained apart from general cleaning skills that everyone has, and they didn’t run background DBS Checks, which means the cleaner may have had criminal records and shouldn’t have been working in sensitive and high-security spaces like a law firm.

After this incident and the due diligence, our client terminated their cleaning contract immediately and started looking for another commercial cleaning company. They requested office cleaning quotes from a handful of commercial cleaning companies in London, especially those with a strong portfolio and references. We were one of the companies that provided them with a bespoke quote and a comprehensive cleaning plan.

Taking Action

After several meetings and interviews and a long due diligence process, our client decided to partner with MN Support Services. Therefore, we immediately took action and sent cleaners and operations managers to start the induction process and cleaning right away. We also offered a full spring clean session on the house since their office was in poor condition as a result of not having a proper cleaning service for about a month.

At this point, our client also started gathering several different data to measure their investment in our office cleaning service and ensure their cleaning quality doesn’t fall short this time.

A Significant Change

Over 18 months (from January 2023 to June 2024), our experts at MN Support Services and our client’s financial analyst worked closely to gather as much data as possible to measure the actual ROI of professional office cleaning services.

They gathered all the data they needed during this period and ruled out internal and external factors that may have affected the results. Then, they ran a comparison between the current period and the period before that. The following is a summary of the most statistically significant results of their comparison and, therefore, the effect or ROI of our cleaning services on our client’s business.

1. More Clients & Revenue

The data indicate that in the 18 months, our clients have seen an 11.49% increase in new client acquisition and conversion rate. There are two reasons for this increase:

They enter a clean & pristine office, which creates a better brand image and improves their trust in our client’s company.
Employees working in a clean office have considerably better morale and a higher positive attitude.

Based on this increase, the company’s revenue increased overall by 13.41% and from new clients by 29.3%. This is a testament to the quality of our services and the ROI our client was looking for when signing a contract with MN Support Services.

While the data from the comparison shows a ~21% higher retention rate, it is not a statistically significant result since it is not directly correlated with a cleaner office.

2. Productive Employees

This case study also included a survey admitted to 98 employees who have been working in the company for at least 4 years. When asked whether the new cleaning service or the condition of the office after cleaning favours their working productivity, 79% strongly agreed, 8% agreed, 8% were neutral, 4% disagreed and 1% strongly disagreed.

3. Better Working Environment

Our client also compared a large data set of every case of sick leaves, absenteeism and other incident during both periods. The results showed a significant decrease. There was a 41% decrease in sick leaves, a 77% decrease in absenteeism and a 29% decrease in other workplace-related incidents.

Conclusion

Based on the results of this case study conducted by our client and our expert team, we can confidently conclude that while professional office cleaning services might sound like an expensive investment for any business and company, it is a cost-effective measure.

This study shows that outsourcing office cleaning to professionals has a high return on investment, the kind that not only covers the initial service investment costs but also increases the revenue due to the benefits it brings to the workspace and company.

Our client also expressed their interest in renewing their services and establishing a long-term partnership for their office cleaning and support service requirements for their office in central London as well as their new office in Canary Wharf. We are also happy to have been able to exceed our client’s expectations and are looking forward to a longer and stronger business relationship.

ROI of Office Cleaning Services: Our Client’s Case Study & Results