CHICAGO — In the competitive self-service laundry marketplace, operators agree that keeping their stores clean is the single most important factor in ensuring customers keep coming back.
Nearly half of respondents (47.3%) to American Coin-Op’s latest Your Views survey selected “consistent cleanliness and upkeep” as the No. 1 driver of customer loyalty.
Another 31.6% credited staff presence and customer service, emphasizing the human element in retaining customers. Far fewer operators — about 11% — pointed to their washer/dryer mix, reliability and availability, while shares of 5% cited either competitive pricing or convenience factors (such as location, parking or operating hours).
LISTENING AND RESPONDING TO CUSTOMERS
Most laundry owners keep an open ear to customer preferences in informal ways. A striking 84.2% said they rely on personal conversations to gauge what patrons value most. Roughly two-thirds (63.2%) monitor online reviews or social media comments, while about one in four (26.3%) observe customer behavior such as machine usage or frequency of visits.
Only 10.5% conduct formal customer surveys, and a small minority — just over 5% — admitted to not actively gathering feedback at all.
When it comes to acting on what they learn, roughly 84% of respondents said they make in-store changes or improvements either regularly or occasionally based on customer input. None reported never making changes, signaling a broad recognition that customer feedback matters in maintaining loyalty.
COMPETITIVE PRESSURES AND COST CONCERNS
Asked to identify the greatest challenge affecting loyalty, 42.1% cited competition from nearby laundromats, showing how thin the margins can be when stores vie for the same customer base. Another 26.3% pointed to rising costs that force higher vend prices, a common concern in today’s inflationary environment. Machine downtime/maintenance issues, lack of parking or safety concerns, and inconsistent cleanliness were also mentioned but to a lesser degree.
INVESTING IN THE CUSTOMER EXPERIENCE
Looking ahead, laundry operators plan to make tangible investments in customer-focused improvements. About 32% expect to upgrade equipment within the next three years, while 26% intend to enhance comfort and amenities. Roughly one in five respondents (21.1%) plan to boost cleanliness or security measures, or add pickup and delivery service. Expanding payment options and adding or expanding wash-dry-fold services also ranked as popular moves (each selected by 15.8%).
WHAT SETS THEM APART
Survey participants offered candid comments about what they believe differentiates their stores from competitors. Common themes included personal involvement, cleaner facilities, attentive staff, and modern equipment. Here are some responses:
- “We are 100% staffed and always pleasant to our customers.”
- “Newest machines that accept coin or app pay. Simple layout and consistently clean. … Our location is an advantage, too. When it really comes down to it, mostly it is our personal involvement with our store and community that separates us from the others.”
- “We do not use coin boxes or change machines or loading money onto cards. We have our customers pay for their laundry at a cash register. They absolutely love it.”
- “We work hard at customer satisfaction, stressing this with our employees.”
- “Constant evaluation, corrections, improvements, and communication.”
THE TAKEAWAY
This Your Views snapshot reinforces that the fundamentals of laundromat success remain the same: clean stores, attentive staff, and ongoing investment in the customer experience. While technology and convenience contribute greatly to customer loyalty, the unscientific survey results suggest that cleanliness and care — both for equipment and for people — are what truly earn it in the self-service laundry business.
Have a question or comment? E-mail our editor Bruce Beggs at [email protected].
