Quality and process improvements boosting ratings from 4.3 to 4.7
- Location
- Ontario, Canada
- Year
- 2017
- Engagement
- Profitability Improvement: Management Practices
Maid Service with staff of 20 was experiencing declining customer satisfaction. Poor satisfaction reduced recurring revenue and low ratings impacted new business. Owner asked for insight as to what could improve service quality.
Our team conducted full-day team observations with multiple teams to understand roadblocks. We identified numerous skill gaps and process variances leading to poor quality cleans. We implemented morning “huddle” as an expectation-setting and knowledge-sharing initiative.
Case snapshot
Staff led the development of a best practices guide as a portable job aid to capture instructions
Trades, Home and Personal Services
Measurable impact
5–10%
Efficiency increased by 5-10% per clean
Trades, Home and Personal Services
Measurable impact
4.7
Google rating improved from 4.3 to 4.7 in less than 3 months, with over 100 reviews
Trades, Home and Personal Services