New Tork Survey Finds Only 1 In 5 Public Restrooms Meet Hygiene, Cleanliness Expectations

A recent global survey of restroom users and cleaning staff explored attitudes toward hygiene in public restrooms. (Photo courtesy of Essity)

Tork, an Essity brand and a global leader in professional hygiene, announced findings of a global survey of restroom users and cleaning staff that explores attitudes toward hygiene in public restrooms, the hygiene barriers that users encounter, the challenges cleaners face and the consequences of a poor restroom experience.

“Tork continues to push for inclusive hygiene by exploring the barriers people face in public restrooms and the resulting impact on businesses,” according to a press releases.

Public Restrooms Are Failing Hygiene Expectations Globally – And It’s Costing Businesses

The research, which surveyed 11,500 people across 11 countries, shows there are high expectations for hygiene and cleanliness in the public restroom. 74% expect moderate or high levels of hygiene. Yet, only 20% of restrooms deliver on those expectations(1). 40% of the general population is “very concerned” with hygiene and cleanliness of public spaces and that number jumps to 60% for people with conditions like germaphobia.

According to the release: “A poor restroom experience can trigger powerful emotions and measurable business consequences. When expectations for cleanliness are not met, users feel disgusted (27%), uncomfortable (26%) and frustrated (22%). And 52% of people take action after a poor restroom experience, including:

• 28% have spent less time at a venue because of the state of the restroom;
• 23% have limited how much they eat or drink to avoid needing the restroom – showing a direct impact on business revenue;
• 11% have told their friends to avoid the location and 7% have left a poor online review; and,
• 1 in 4 people spent less time at their workplace due to poor restrooms, and 15% worked from home more than they otherwise would – affecting employee satisfaction and productivity.

“Additionally, in the U.S., younger generations are holding venues to higher standards. 21% of 18 to 34-year-olds said they would not return to a venue because of the restrooms, compared to 14% of the general population and 16% of 35 to 44-year-olds. That number goes down as people get older:

• 12% of 45 to 54-year-olds said they wouldn’t return to a venue because of the restroom;
• 10% of 55 to 65-year-olds said they wouldn’t return; and,
• 8% – 9% of 66 to 70-plus-year-olds said they wouldn’t return.”

Beyond The Visible: The Real Hygiene Barriers In Public Restrooms

Although public facilities provide accommodations for some prevalent physical circumstances and conditions, such as people who use wheelchairs, the research reveals that many needs remain unrecognized in restroom maintenance and design.

Across the 11 countries surveyed, 54% of venue visitors contend with some form of physical or cognitive challenge that can impact their public restroom experience. That number increases to 59% in Canada and 60% in the U.S. That includes:

• Physical conditions such as: Skin sensitivities, Incontinence, Chronic pain, and Mobility issues; and,
• Cognitive conditions such as: General anxiety, Discomfort in shared/crowded spaces, Visual and/or hearing impairment, and Neurodivergence.

“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,” Amy Bellcourt, Vice President, Communications at Essity, said. “This is one reason why ‘Hygiene for all’ is a core pillar of our Tork brand sustainability strategy. By focusing on inclusive hygiene, we help organizations create better experiences that serve everyone, including the cleaning staff who maintain these vital spaces.”

Where Public Restrooms Fall Short

Survey respondents across countries cite that they avoid restrooms because they are “unhygienic” (#1 reason), have unpleasant smells or odors (#2 reason), soap and toilet paper are unavailable (#3 reason), or the restroom provides insufficient privacy (#4 reason).

The survey also asked respondents to identify the types of public locations that most often fail to meet their restroom expectations. Respondents in the United States identified the following venues as the most likely to fall short of restroom expectations:

• Convenience stores– 30% say these rarely or never meet expectations;
• Train and bus stations– 25%;
• Shopping malls– 25%;
• Sports stadiums and arenas– 24%;
• Fast food restaurants– 19%.

“These findings reinforce the need for more consistent inclusive hygiene standards across high-traffic public venues,” Katrin Ferge, Regional Segment Manager, Commercial and Public Interest at Essity, said. “When restrooms fall short, it not only affects individual comfort and dignity — it can also lead to lost business, negative word of mouth and reduced employee satisfaction in the case of a workplace.”

The Reality Of Cleaner Burnout

The research also explored the challenges that cleaners face when working within the restroom setting, including:(2)

• 80% reported mental health issues as a result of their jobs; 46% of those individuals say they feel stressed;
• 70% cite inadequate employer support; and,
• 38% have left a cleaning job as a result of not feeling recognized or due to burnout (unrelated to pay/compensation).

The release added: “Reduced employee wellbeing and employee turnover can directly impact facility cleanliness, the restroom user experience, and result in costly hiring and onboarding. Meeting the needs of cleaning staff — for example, providing easy to refill high-capacity dispensers — can support inclusive hygiene and boost the bottom line of businesses.”

To learn more about how inclusive hygiene can improve business, visit: https://www.torkglobal.com/us/en/about/inclusive-hygiene.

(1)Tork Insight Survey 2025, conducted in US, UK, Germany, France, Mexico, Canada, Australia, Spain, Sweden, Netherlands and Poland among 11,500 people from the general public and 1,000 cleaning staff.
(2)Tork Insight Survey 2025, conducted among 1,000 cleaning staff in US, UK, Germany, France, Mexico, Canada, Spain, Sweden, Netherlands and Poland.