issa research: the internet of things & the cleaning ... · issa, the worldwide cleaning...

ISSA Research: The Internet of Things &

the Cleaning Industry Survey

Summary Report

February 1, 2018

Table of Contents

Page 1 - Executive Summary

- Survey Results

Executive Summary

Methodology ISSA, the worldwide cleaning industry association, initiated and conducted the Internet of Things & the Cleaning Industry survey in late 2017. The purpose of the survey was to gather information regarding ISSA members’ perceptions, adoption, and outlook on Internet of Things (IoT) technology solutions in the commercial cleaning industry.

This report provides a summary of the aggregated survey results, which were derived from unique survey questionnaires that ISSA members completed. Individual responses are entirely confidential and are not published as part of this report.

Survey & Response ISSA sent the survey via email exclusively to member firms. The survey was open from November 6 to December 8, 2017. The survey design included conditional logic whereby respondents completed separate parts of the survey based on their response to whether they had direct experience with IoT or not, respectively.

The survey closed December 8, 2017, with 393 completed surveys submitted by the deadline. The response rate for the email survey was 6.6%.

Highlights While the full aggregated results are outlined in the following pages, highlights from the survey data include:

• 52% of all respondents have worked in the cleaning industry more than 20 years• 51% of all respondents indicated that they had at least evaluated IoT solutions; 54% of those

respondents have developed, deployed, or otherwise adopted IoT technology in theirbusiness/operation

• The top three IoT benefits for those experienced with IoT were the ability to make data-drivendecisions, streamlined workflow for frontline workers, and labor efficiency/cost reductions

• The top three IoT challenges for those experienced with IoT were staff training, implementationchallenges, and lack of compatibility among existing IoT solutions

• The top three factors contributing to why those with no direct IoT experience have not adopted IoTwere lack of understanding of how to implement it, newness of the technology/unproven value, andperceived cost of development/implementation

• Regardless of their experience with IoT, 34% of all respondents foresee that IoT will at least moderatelychange the products they purchase, partners they work with, or processes they follow in theirbusiness/operation

• 55% of all respondents do not view IoT as a potential threat to their current business/service model• 38% of those respondents without direct IoT experience are either likely or extremely likely to invest it

IoT in the next five years; 45% were not sure/undecided.

ISSA Research: The Internet of Things & the Cleaning Industry Survey 1

Survey Results

Demographic Questions & IoT Experience All respondents answered the following demographic questions (Questions 1-3) and IoT experience question (Question 4).


20.36% 80

2.29% 9

25.45% 100

14.25% 56

24.43% 96

13.23% 52

Q1 Which of the following best describes your primarybusiness/operation?

Answered: 393 Skipped: 0

TOTAL 393

Manufacturer:Manufacture...

Wholesaler:Sell cleanin...

Distributor:Sell cleanin...

Buildingservice...

In-houseservice...

Other (pleasespecify)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

ANSWER CHOICES RESPONSES

Manufacturer: Manufacture cleaning and maintenance products for sale to other companies (wholesalers, distributors, and/orend-user accounts)

Wholesaler: Sell cleaning and maintenance products from several manufacturers to distributors, but not toindustrial/institutional end-user accounts

Distributor: Sell cleaning and maintenance products to commercial, industrial, and institutional end-user accounts (e.g.,facility/property managers)

Building service contractor: Sell cleaning and maintenance services to others

In-house service professional: Manage or perform cleaning and maintenance services for your own organization.

Other (please specify)


12.21% 48

10.69% 42

13.49% 53

11.20% 44

52.42% 206

Q2 How many years have you worked in the professional cleaningindustry?


TOTAL 393

0-5 years

6-10 years

11-15 years

16-20 years

More than 20years

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


0-5 years

6-10 years

11-15 years

16-20 years

More than 20 years


16.54% 65

7.63% 30

2.80% 11

18.32% 72

1.02% 4

Q3 Which of the following most closely matches your job title?Answered: 393 Skipped: 0

EnvironmentalServices/Hou...

ExecutiveDirector/Vic...

FacilityManager

GeneralManager/CEO/...

ITManager/Dire...

MarketingManager/Dire...

Operations

Owner

PurchasingManager/Dire...

RegulatoryManager/Dire...

SalesManager/Dire...

Supervisor

TrainingManager/Dire...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Environmental Services/Housekeeping Director/Manager

Executive Director/Vice President

Facility Manager

General Manager/CEO/President

IT Manager/Director


7.89% 31

3.82% 15

17.30% 68

1.02% 4

0.51% 2

11.96% 47

3.82% 15

1.53% 6

5.85% 23

TOTAL 393

Marketing Manager/Director

Operations

Owner

Purchasing Manager/Director

Regulatory Manager/Director

Sales Manager/Director

Supervisor

Training Manager/Director



51.40% 202

48.60% 191

Q4 Have you or your business/operation evaluated or adopted Internet ofThings (IoT) technology solutions to date?


TOTAL 393

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No


Survey Results (cont’d.)

IoT Engagement/Direct Experience Only those respondents who answered “Yes” to Question 4 (“Have you or your business/operation evaluated or adopted Internet of Things [IoT] technology solutions to date?”) answered Question 5.


21.47% 41

12.57% 24

53.40% 102

12.57% 24

Q5 To what extent have you engaged in IoT in your business/operation?Answered: 191 Skipped: 202

TOTAL 191

I/we have hada conversati...

I/we havereviewed...

I/we havedeveloped,...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


I/we have had a conversation with suppliers or customers about IoT, but have not yet adopted/developed IoT solutions

I/we have reviewed in-depth presentations about IoT or have otherwise considered implementing/developing IoT, but havenot yet adopted/developed IoT solutions

I/we have developed, installed, or otherwise adopted IoT technology solutions in my business/operation



Survey Results (cont’d.)

Respondents With Direct IoT Experience Only those respondents who answered “Yes” to Question 4 (“Have you or your business/operation evaluated or adopted Internet of Things [IoT] technology solutions to date?”) and indicated in Question 5 (“To what extent have you engaged in IoT in your business/operation?”) that they “have developed, installed, or otherwise adopted IoT technology solutions in their business/operation” answered Questions 6-10. These respondents did not answer Questions 11-14.


56.07% 60

36.45% 39

66.36% 71

26.17% 28

54.21% 58

13.08% 14

Q6 What benefits have you or your customers derived from IoTtechnology?


Total Respondents: 107

Streamlinedworkflow for...

Fewer customercomplaints

Ability tomake...

Consumablescost reductions

Labor costefficiency/r...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Streamlined workflow for frontline workers

Fewer customer complaints

Ability to make data-driven business decisions

Consumables cost reductions

Labor cost efficiency/reductions



42.99% 46

44.86% 48

27.10% 29

51.40% 55

21.50% 23

8.41% 9

16.82% 18

Q7 What challenges have you or your customers experienced with IoT?Please check all that apply.



Lack ofcompatibilit...

Implementationchallenges

Reliability ofIoT devices...

Staff training(e.g., new...

Multiplesources of I...

Securitybreaches


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Lack of compatibility between IoT solutions and existing systems in the building/application

Implementation challenges

Reliability of IoT devices and/or data

Staff training (e.g., new systems and skills to learn for IoT data analysis)

Multiple sources of IoT data do not enable operational efficiency gains

Security breaches



36.45% 39

17.76% 19

13.08% 14

8.41% 9

15.89% 17

8.41% 9

Q8 Which of these factors may prevent or have prevented you fromadopting IoT more broadly in your business/operation? Please check all

that apply.Answered: 107 Skipped: 286

TOTAL 107

Cost ofdevelopment/...

Newness of thetechnology/u...

Lack ofstandardizat...

Lack ofunderstandin...

Workertraining...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Cost of development/implementation

Newness of the technology/unproven value

Lack of standardization in IoT solutions

Lack of understanding of how to implement IoT solutions

Worker training considerations (e.g., new systems to learn, data analysis skills, etc.)



42.99% 46

31.78% 34

14.02% 15

6.54% 7

4.67% 5

Q9 How do you foresee IoT impacting the products you purchase,partners you work with, or processes you follow today in your

business/operation?Answered: 107 Skipped: 286

TOTAL 107

It willsignificantl...

It willmoderately...

It will notchange the...

Does not applyto my...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


It will significantly change the products I purchase, processes I follow, and/or the partners I work with

It will moderately change the products I purchase, processes I follow, and/or the partners I work with

It will not change the products I purchase, processes I follow, nor the partners I work with

Does not apply to my business/operation



13.08% 14

78.50% 84

8.41% 9

Q10 Do you view IoT as a potential threat to your business/servicemodel?


TOTAL 107

Yes

No

Notsure/undecided

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

Not sure/undecided


Survey Results (cont’d.) Respondents Without Direct IoT Experience Only those respondents who either answered “No” to Question 4 (“Have you or your business/operation evaluated or adopted Internet of Things [IoT] technology solutions to date?”) or indicated in Question 5 (“To what extent have you engaged in IoT in your business/operation?”) that they have not “developed, installed, or otherwise adopted IoT technology solutions in their business/operation” answered Questions 11-14. These respondents did not answer Questions 6-10.


31.14% 71

30.70% 70

29.82% 68

23.68% 54

23.68% 54

18.42% 42

Q11 Which of the following factors have contributed to why you have NOT adopted IoT in your business/operation to date? Please check all

that apply.Answered: 228 Skipped: 165


Newness of thetechnology/u...

Perceived costof...

Lack ofunderstandin...

Workertraining...


Lack ofstandardizat...

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Newness of the technology/unproven value

Perceived cost of development/implementation

Lack of understanding of how to implement IoT solutions

Worker training considerations (e.g., new systems to learn, new skills to analyze IoT data, etc.)


Lack of standardization in IoT solutions


23.68% 54

25.00% 57

36.40% 83

6.58% 15

8.33% 19

Q12 What is the likelihood your business/operation will invest in IoTtechnology in the next five years?


TOTAL 228

Extremelylikely

Somewhat likely

Notsure/undecided

Somewhatunlikely

Extremelyunlikely

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Extremely likely

Somewhat likely

Not sure/undecided

Somewhat unlikely

Extremely unlikely


8.33% 19

58.33% 133

33.33% 76

Q13 Do you view IoT as a potential threat to your currentbusiness/service model?


TOTAL 228

Yes

No

Notsure/undecided

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

Not sure/undecided


12.72% 29

45.18% 103

20.18% 46

15.35% 35

6.58% 15

Q14 How do you foresee IoT impacting the products you purchase, partners you work with, or processes you follow in your

business/operation?Answered: 228 Skipped: 165

TOTAL 228

It willsignificantl...

It willmoderately...

It will notchange the...

Does not applyto my...


0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


It will significantly change the products I purchase, processes I follow, and/or the partners I work with

It will moderately change the products I purchase, processes I follow, and/or the partners I work with

It will not change the products I purchase, processes I follow, nor the partners I work with

Does not apply to my business/operation



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