You’re being judged at your establishment based on your bathrooms

Did you know customers are judging your establishments based on your bathrooms?

I don’t know about you but i judge establishments on their bathroom cleanliness. It’s the final seal of approval on my opinion of the place and if i’ll be going back. I want to feel comfortable when using the restroom in public places. Don’t you?

Customer experience is most effectively described as the perception a customer has of your brand. There are many ways to impact this experience. From advertising to customer service department personnel to facility upkeep, each interaction or experience a customer has with your brand will shape their perception of your organization or product(s). What impact does a restroom experience have on customer experience?


People expect a clean restroom in a public facility. The smell should be neutral. Floors, counters, toilets, and urinals should be sanitary and dry. Toilet paper and hand towels should always be accessible. A neutral experience is an acceptable experience. A positive experience is an exceptional experience!

Clean Urinals

The customer experience is all-important.  Organizations focus marketing efforts and hire entire departments of staff to create the customer experience envisioned for the brand.  Yet, there are other factors that can influence the customer experience. Your brand IS impacted by the condition of your restrooms.  Ensure guests receive the desired customer experience when visiting the restroom.


Restroom Problems

Though common occurrences, the following list of problems in restrooms will negatively impact the customer experience.



Restrooms reflect the quality of service provided throughout your business. Cleanlink magazine revealed that 89% of people consider a restroom dirty if it smells bad. Many of these odors are hidden.

-Dirty Surfaces

The best way to keep restroom grout clean is to prevent it from getting dirty in the first place. Applying a sealer (penetrant, barrier, etc.) will help the grout repel soils and odors which will make cleaning easier. Regular dust mopping, sweeping, and vacuuming will help to keep dry soil from abrading and scratching the surface and/or sealer. Regular wet mopping with microfiber will help keep dirt, grease, body oils, and soap scum from penetrating and becoming trapped in the grout.

-Slippery Floors

Either the dirt and debris has not been removed or there is residue left from the cleaning process.

-No Soap or Paper Products

A common cause of empty hand soap dispensers occurs when the facility staff is faced with the following conundrum – “Do I change the soap cartridge now and possibly waste the rest of the soap in the cartridge, or do I gamble and hope it lasts until tomorrow?”

-Broken stalls and dispensers

For obvious reasons, customers never appreciate the experience of facilities in disrepair. Damage does occur, and businesses would be best served to act with a sense of urgency and restore a positive impression.


It is challenging to consistently deliver a quality restroom experience to the guest, and yet it is vital to the customer experience. Consider the following:

  • 94% of U.S. adults would avoid a business in the future if they encounter a dirty restroom.

-Harris interactive

  • 73% of consumers surveyed, complain about dirty or ill-equipped restrooms.

-Consumer Reports


Hire a cleaner if you need to do a detailed cleaning of your establishment. Have staff clean and maintain it or hire someone to do it. Just remember, customers are judging you based on your restrooms.

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