Study Finds a Dirty Store Sends Shoppers out the Front Door

Posted on May 30, 2011 by Administrator
CINCINNATI – A recent Cintas Corporation (NASDAQ: CTAS) telephone survey conducted by Harris Interactive® among more than 1,000 U.S. adults ages 18 and older revealed what experiences negatively impact a customer’s perception of a retail store. Ninety-nine percent of U.S. adults reported that any poor cleanliness issue would negatively affect their perception. More specifically, dirty restrooms and unpleasant odor are top annoyances over poor customer service.
“The retail industry is exceptionally competitive, so retailers must provide a pleasant shopping experience to attract and maintain loyal shoppers,” said Mike Thompson, Senior Vice President, Cintas Facility Services. “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,” added Dave Mesko, Senior Director of Marketing, Cintas. “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 December 17-20, 2010 among 1,004 adults ages 18 and older. Results are weighted to reflect the U.S. adult population.

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