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A recent global survey conducted by Tork, an Essity brand and leader in professional hygiene, reveals that poor restroom hygiene is a widespread issue with significant consequences for businesses. Over half of public restroom users (52%) report changing their behavior after negative experiences, highlighting the direct impact on customer loyalty and sales.
The study surveyed 11,500 people across 11 countries and found that while 74% expect moderate to high standards of hygiene in public restrooms, only 20% of facilities meet those expectations. Users experiencing unsatisfactory conditions reported strong negative emotions: 27% felt disgusted, 26% uncomfortable, and 22% frustrated.
CONCRETE BUSINESS IMPACTS
The consequences of poor restroom hygiene translate into real business risks:
- 28% of users reduced their time spent at a venue;
- 23% limited food and drink intake to avoid restroom use, directly impacting sales;
- 11% discouraged friends or family from visiting certain locations;
- 7% posted negative reviews online.
These effects extend to the workplace, where 25% of employees reported spending less time onsite due to inadequate restroom conditions, and 15% chose to work remotely more often, negatively influencing productivity and employee satisfaction.
HYGIENE BARRIERS OFTEN OVERLOOKED
The research uncovered that many restroom users face physical or cognitive challenges not typically accommodated in facility design and maintenance. Globally, 54% of venue visitors experience such barriers, rising to 59% in Canada and 60% in the U.S.
These challenges include:
- Physical: skin sensitivities, incontinence, chronic pain, and mobility issues;
- Cognitive: anxiety, discomfort in shared or crowded spaces, neurodivergence, and sensory impairments.
Amy Bellcourt, Vice President of Communications at Essity, emphasized the stakes: “Our research reveals this singular truth: when a restroom fails to meet the needs of customers, it directly impacts a business’s reputation and revenue. This is one reason why ‘Hygiene for all’ is a core pillar of our Tork brand sustainability strategy”.
VENUES FALLING SHORT OF EXPECTATIONS
In the U.S., respondents identified several high-traffic locations where restrooms frequently fail to meet hygiene expectations:
- Convenience stores (30%);
- Train and bus stations (25%);
- Shopping malls (25%);
- Sports stadiums and arenas (24%);
- Fast food restaurants (19%).
The primary reasons users avoid these restrooms are poor hygiene, unpleasant odors, lack of soap or toilet paper, and insufficient privacy.
CHALLENGES FACED BY CLEANING STAFF
The survey also highlighted significant mental health and job satisfaction challenges among restroom cleaning staff:
- 80% reported mental health issues linked to their work, with 46% experiencing stress;
- 70% felt inadequately supported by their employers;
- 38% had left cleaning jobs due to burnout unrelated to pay.
High turnover rates affect the quality of restroom maintenance, leading to increased operational costs and compromised user experiences. Providing cleaning staff with better tools — such as easy-to-refill, high-capacity dispensers — can improve hygiene standards, support workers’ wellbeing, and positively influence business performance.
