Using Feedback to Increase Retention and Build Long-term Relationships A LISTEN360 CUSTOMER STORY LOCATIONS 3,000 INDUSTRY Service THE CHALLENGE ServiceMaster Clean Janitorial Services had been measuring customer satisfaction for more than 10 years, using a paper-based survey. “It had 22 questions and we got a ton of data,” recalls Carrie Duda, ServiceMaster Clean director of marketing. “Customers mailed them back to our corporate offices, where a data team manually entered responses and pulled reports.” Duda says it was inefficient and caused a huge lag. “Between the time we mailed the survey, the customer responded, and the time we relayed the response to the franchise owner, it could be two to three weeks,” she says, “making it difficult to enact positive impact in accounts q

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