MetrixLab survey says restroom cleanliness can sway customer loyalty

A global survey from MetrixLab and Excel Dryer found that cleanliness is the top restroom concern across demographics and regions, and that a dirty restroom can push customers away. The results point to touchless technology, faster drying and better hygiene as key expectations in commercial spaces.

Why it matters: - Restroom cleanliness is now tied directly to customer perception of a business. - The survey found that clean, modern restrooms influence whether consumers return, especially in restaurants. - The findings suggest that hygiene standards in public spaces can affect loyalty and revenue.

What happened: - MetrixLab, in partnership with Excel Dryer, surveyed more than 4,000 participants across the United States, Europe and Asia. - The research examined how consumer expectations for commercial restrooms have changed since the pandemic. - Respondents were asked about restroom cleanliness, business perception and hand-drying preferences.

The details: - Cleanliness and hygiene ranked as the top concern across all demographics and countries surveyed. - Every respondent said a dirty restroom reflects poorly on an establishment. - 80% said they would not, or might not, return to a restaurant with a dirty restroom. - Respondents identified paper towels on the floor and overflowing waste receptacles as the top cause of a dirty restroom. - Consumers said they have noticed three major restroom changes: more touchless hand dryers, more touchless technology and stronger cleaning protocols. - The survey found broad agreement that touchless hand dryers are less messy, more hygienic, safer and better for the environment than single-use paper towels. - When asked what matters most in a hand drying solution, respondents ranked touchless operation first, followed by fast dry time and HEPA filtration. - Seventy-five percent of U.S. consumers said they wash their hands up to 10 times a day.

Between the lines: - The results point to a shift in expectations that goes beyond cleanliness alone. - Consumers appear to value restroom features that reduce mess, limit contact and reinforce a modern image. - The survey also suggests that hand-drying systems are part of the broader brand experience, not just facility maintenance.

What’s next: - Excel Dryer said consumer expectations for restroom hygiene have changed significantly. - William Gagnon, executive vice president and COO of Excel Dryer, said people increasingly value clean, touchless technologies that support higher standards of cleanliness. - The company also pointed readers to a video showing how facility managers and restaurant owners responded to the survey results.

The bottom line: - Clean restrooms are not just a sanitation issue. - The survey says they are now a customer retention issue too.