Maintainers spend countless hours cleaning, wiping, scrubbing, disinfecting, loading, repairing and doing hundreds of other tasks to ensure facilities are clean and hygienic. Despite the fact they often work long shifts on their feet – sometimes in the middle of the night – doing physical, dirty, tiring work, a common misperception is that maintainers lack drive and a formal education.

A contributing factor to this faulty assumption is likely the fact that, prior to the COVID-19 pandemic, many maintainers worked out of public view so as not to disrupt building employees, occupants and visitors. Without first-hand experience or studied observation of maintainers in action, it is not easy to understand the scope of work, the time involved or the dedication to job performance.

With heightened concern for public health and safety brought on by the pandemic, maintainers suddenly came out of the shadows, becoming visible, frontline workers helping to keep public spaces clean and hygienic. Given this shift, which five years later is now the norm, there can be little to no doubt that the role of maintainers is far more important and impactful than the misperceptions of years past.

To help further dispel any lingering misperceptions, GP PRO surveyed 200 maintainers primarily working in U.S. retail, commercial, health care and education facilities to gain insight into their work habits and mindset.

Among the survey’s questions was one that asked maintainers what they listen to while working. Nearly half (45 percent) said they tune into podcasts. This is an especially interesting data point given that Pew Research states Americans with more education are more likely to listen to podcasts. The survey further found that nearly a quarter (24 percent) of maintainers work in silence, 17 percent listen to music and 15 percent to audiobooks.

As for education, the survey found that of the 200 respondents, 49 percent received a high school diploma or equivalent, and 16 percent attended at least some college.

One line of questioning focused on industry longevity and advancement. These questions found that 41 percent of respondents have worked in the cleaning industry for more than 10 years. Among maintainers between the ages of 25 and 64, nearly all (98 percent) plan to stay in the industry long term, and 57 percent plan to continue in their current role as long as possible. For those between the ages of 25 and 54, more than half (55 percent) see themselves advancing within the industry.

The above findings are despite the risk of injury. According to the National Library of Medicine, 20 percent of maintainers surveyed by Washington State Department of Labor & Industries were diagnosed with a work-related injury or illness during the 12 months prior. Similarly, a University of Minnesota survey of maintainers found that 34 percent reported a work-related injury within the prior 6-12 months, 16 percent of which required hospitalization.

Another line of questioning in GP PRO’s survey found that maintainers experience a high level of job satisfaction, with 82 percent stating they are somewhat or very satisfied in their current role. Although one-quarter acknowledged the work is messy and dirty, and more than two-thirds (67 percent) said they wish cleaning toilets were faster and easier, only 8 percent said their tasks overall are unenjoyable. More than half (55 percent) credited a flexible schedule for their level of job satisfaction, and 68 percent said good pay is an appealing aspect of the job.

“These are really compelling findings, particularly considering industry reports put employee turn-over rates at between 100 to 400 percent,” said Kaylor Hildenbrand, the lead researcher on the maintainer survey. “This indicates that while maintainers are largely satisfied in their jobs and are staying and desire to stay in the industry, there’s a pattern of job-hopping. It’s important we identify the root cause of this and where opportunities exist to impact it.”

According to Hildenbrand, the survey findings do shed some light. For example, although 68 percent of respondents noted their pay is appealing, 23 percent said higher pay would further increase job satisfaction and reduce turnover. More than 60 percent said simplifying the common and often tedious task of restocking restroom dispenser supplies would improve their job satisfaction. More than half (56 percent) of those surveyed said they prefer variety in their day-to-day work, and 79 percent said they prefer hands-on training on new equipment.

“Of course, there are limitations to what employers can offer in terms of pay and the type of dispensers in use, which makes providing variety in maintainers’ day-to-day assignments and in-person training to help them feel more confident that much more important. These could be areas where employers can better engage with maintainers and raise their job satisfaction even higher to help reduce turnover,” Hildenbrand said.

Digging further into maintainer perceptions and mindsets, the survey asked participants how they view themselves in their role. Forty-six percent said they see themselves as important and relied upon, and 12 percent consider themselves superheroes, responsible for keeping public spaces clean, safe and open.

GP PRO asked a similar question to 1,000 members of the public. Fifty-nine percent said they appreciate that maintainers work hard to keep restrooms clean and well stocked; 13 percent called them heroes.

When asked what positive public feedback they have received, 46 percent said appreciation for their work, their attention to detail and facility cleanliness. However, 11 percent said they have never received positive feedback from the public, which can leave them feeling demotivated and not respected.

When maintainers were asked what they wish the public knew about them, they responded with, “I wish people appreciated the work I put in,” “People should consider the value of our work,” and “I hope people recognize that behind every clean space is someone dedicated to making it happen.” One said, “A simple thank you can make my day so much brighter.”

Perhaps indicative of their positive self-perception, 36 percent of those surveyed said they refer to themselves as maintainers, and 30 percent as cleaners. Less popular titles among those surveyed, potentially viewed as pejorative, include janitor, chosen by 23 percent of respondents, and custodian, chosen by 12 percent of respondents.

According to Hildenbrand, collectively, these findings demonstrate there is plenty of room for improvement in how maintainers are perceived and treated by the public. “Maintainers are hardworking, loyal and motivated professionals, and humble, too. They’re real people with families, friends, hobbies and feelings. They’re doing jobs that most of us don’t want to do, and they’re deserving of our gratitude.”

In 2024, IBISWorld noted there were more than 2.2 million people working in the janitorial services field in the United States. That is more than 2.2 million opportunities to say a kind word, offer a smile and show appreciation.