Case Study: ServiceMaster Clean boosts retention and customer relationships with Listen360

Using Feedback to Increase Retention and Build Long term Relationships

ServiceMaster Clean, part of the ServiceMaster family of brands, needed a faster, more efficient way to measure customer satisfaction across its 3,000 locations. Its long-running paper survey process was slow, labor-intensive, and created a two- to three-week delay before franchise owners could act on customer feedback, making it hard to improve service quickly.

To solve this, ServiceMaster Clean implemented Listen360, a web-based customer feedback management solution with real-time reporting and Voice of the Customer text analytics. The new system cut surveys from 22 questions to two, increased response rates to nearly 30% company-wide, improved retention, and helped overall loyalty scores rise by 20 points after a new cleaning system rollout. Listen360 also reduced paper and processing costs, while giving franchisees faster insight to respond and build stronger customer relationships.

ServiceMaster Clean

Carrie Duda

Director of marketing