MetrixLab global survey: restroom cleanliness can make or break the customer experience

Consumers connect clean, modern restrooms with their perception of a business and reveal the #1 contributing factor to a “dirty restroom”

EAST LONGMEADOW, MA, UNITED STATES, November 10, 2026 /EINPresswire.com/ -- Cleanliness and hygiene have become the defining expectation for public restrooms, according to a global consumer survey conducted by MetrixLab, an international market research firm in partnership with Excel Dryer, Inc.

The research found three clear takeaways:
1. Cleanliness and hygiene ranked as the top concern across all demographics and countries surveyed.
2. Every respondent agreed that a dirty restroom reflects poorly on the establishment, and 80% said they would not, or might not, return to a restaurant with a dirty restroom.
3. When asked, “What makes a bathroom dirty?”, respondents stated the #1 contributing factor to a dirty restroom are paper towels on the floor and overflowing in waste receptacles.

The study surveyed more than 4,000 participants across the United States, Europe and Asia to better understand how consumer expectations of commercial restrooms have evolved since the pandemic. Researchers also examined the features consumers associate with a clean restroom, what influences their perception of a business and which attributes they value most in a hand drying solution.

Consumers noticed three major changes in public restrooms:
1. More facilities offering touchless hand dryers
2. Increased availability of touchless technology
3. Enhanced cleaning protocols

The survey also found widespread agreement that, compared with single-use paper towels, touchless hand dryers are viewed as less messy, more hygienic, safer and better for the environment.

When asked what they value most in a hand drying solution, consumers ranked these features highest:
1. Touchless operation
2. Fast dry time
3. HEPA filtration

The research also highlights lasting changes in personal hygiene habits. Seventy-five percent of U.S. consumers reported washing their hands up to 10 times each day, reflecting an increase from pre-pandemic routines and reinforcing the need for dependable hand hygiene solutions in public spaces.

"Consumer expectations for restroom hygiene have changed significantly," said William Gagnon, executive vice president and COO of Excel Dryer. "People increasingly value clean, touchless technologies that create a better restroom experience while helping businesses maintain higher standards of cleanliness."

The findings reinforce the strong connection between restroom cleanliness and customer loyalty, showing that clean, modern restrooms continue to shape how consumers perceive businesses and whether they choose to return while also directly affecting the bottom line..

Watch the Video: see how facility managers and restaurant owners responded to the survey results.

About Excel Dryer, Inc.
Excel Dryer is a family-owned and operated company that revolutionized the industry with the invention of the XLERATOR^® Hand Dryer, which set a new standard for performance, reliability and customer satisfaction. For more than 50 years, Excel has been manufacturing American-made hand drying solutions that are dependable, cost effective, safe and sustainable. Backed by the best customer service, Excel Dryer products can be purchased through an established network of sales representatives and distributors globally. Learn more about Excel Dryer at exceldryer.com.
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Christina Hager
Market Mentors
Chager@marketmentors.com