ECJ EUROPEAN Cleaning Journal

How important is functional efficiency in a washroom dispenser? Are qualities such as ease of use and seamless refilling more important than, say, the cost or appearance of the unit? ECJ finds out more. 

A GOOD WASHROOM DISPENSER needs to be able to function well for the end-user. Taking out the soap or paper should be achievable in a seamless action because if a unit jams or is difficult to operate, it will slow the whole process down.

However, dispensers should also be quick to fill for the cleaner. And they should be easy to clean, intuitive to use and slow to run out – otherwise they will quickly become grubby and empty, forcing washroom visitors to queue for those dispensers that still have soap and paper. So how can all these goals be achieved?

Functional reliability is fundamental to the operation of any dispenser, says Essity’s global communications manager Jenny Turner. “A dispenser that is not intuitive to use or requires multiple attempts to operate can slow down the flow of users, particularly in a high-traffic environment such as an office, transport hub or hospitality venue,” she said.

“This can contribute to queues and create a frustrating experience. Well-designed dispensers should be immediately understandable, responsive and consistent in performance to support a smooth user throughput and maintain hygiene standards.”

Washroom visitors are more likely to practice good hand hygiene if the soap and hand towel systems work well, she adds. “Ease of use and availability of product are key enablers of good hygiene behaviour,” says Turner. “When dispensers give out soap and paper reliably and efficiently, users are more likely to complete the full handwashing process. Conversely, systems that are jammed, hard to use or frequently empty can discourage compliance. Functional systems remove the barriers to hand hygiene and help to reinforce positive habits.”

Efficient servicing is also critical to overall washroom performance, she said. “Dispensers that are quick and easy to refill help to reduce cleaning time, improve staff productivity and lower the total labour cost,” said Turner. “They also reduce the risk of run-outs that can negatively impact user experience and hygiene outcomes.”

When the refilling process is simple and intuitive the well-being and effectiveness of cleaning staff is improved, she adds. “Our own research reveals 90 per cent of cleaners experience physical challenges linked to their roles while 80 per cent report mental health pressures due to factors such as stress and a lack of support,” she said. “Products that are easy to handle with accessible and straightforward refills can help to reduce levels of physical strain and make daily tasks more manageable.”

Extend refill intervals

Minimising run-outs in high-traffic environments can be achieved through a combination of high-capacity units, controlled consumption and the ability to easily top-up as needed, she said. “Features such as single-sheet dispensing for paper towels or controlled-dose soap systems will help to reduce waste while maintaining a high hygiene performance,” said Turner. “These approaches extend refill intervals without compromising user satisfaction.”

Digital solutions can also play a key role, she adds. “Facilities can use real-time data to monitor dispenser status and traffic levels, enabling teams to refill when needed rather than relying on manual checks or fixed schedules. This helps to prevent run-outs, reduce unnecessary servicing and optimise staff time, particularly in busy or complex environments.”

Dispenser design plays a significant role in cleaning efficiency, according to Turner. “Smooth surfaces, minimal seams and intuitive opening mechanisms help to reduce dirt accumulation and simplify wipe-downs,” she said. “Enclosed systems can also help to protect consumables from contamination, while reliability is important because dispensers that are designed to last will avoid time wasted fixing faults and replacing units.”

It is absolutely essential that a washroom dispenser should function well for the end-user, says Hagleitner’s junior product manager Luca Jacobs. “People can only wash their hands if they are able to access soap easily,” she said. “Soap and dispensers must be fully functional and sufficiently intuitive for everyone to be able to use them regardless of age or ability. Dispensers that are difficult to operate can create frustration, slow down the user journey and potentially contribute to queues during busy periods.”

The more hygienic and well-maintained a facility appears, the more likely washroom visitors are to wash and dry their hands correctly, she says. “User-friendly systems help to remove barriers to compliance,” said Jacobs.

“It is also important that washroom dispensers should be quick and easy to fill for the cleaner. Every minute of labour counts which means a simple, fast refilling procedure will save valuable staff time and reduce labour costs.

“Intelligent, digitally-connected dispensers can further improve efficiency by eliminating unnecessary service rounds. These will ensure cleaning staff know exactly where an intervention is required and can work in a more targeted manner. In addition, systems designed to dispense the entire refill will minimise product waste while integrated reserve tanks will extend service intervals and help to reduce operating costs.”

A refill should deliver the maximum number of dispensing cycles possible without compromising effective handwashing, she said. “Users must always receive enough soap to clean their hands properly. This balance can be achieved through precise portion control and dispensing formats such as foam soap, which maximise the number of dispensing cycles per refill without compromising hygiene.”

The shape, construction and surface finish of a dispenser all play an important role in facilitating cleaning, she adds. “Smooth surfaces and well-designed forms will reduce the accumulation of dirt and allow for faster, more effective cleaning.”

Dispensers that are difficult to operate, slow to dispense or unclear how to use can lead to user frustration, reduced hand hygiene compliance and washroom queues at peak times, says Cleanology’s managing director Juliet Widdicombe. “By contrast a well-designed, reliable dispenser will support efficient flow, good hygiene standards and a positive user experience,” she said.

Washroom visitors are significantly more likely to practice good hand hygiene when the soap and hand towel systems work well and are easy to use, she says. “Reliable dispensers encourage full handwashing and proper drying whereas empty, slow or poorly functioning systems can lead to users skipping steps or avoiding handwashing altogether, reducing overall hygiene compliance.”

Washroom dispensers should be quick and easy for cleaners to refill as well, she adds. “A simple, efficient refilling process will reduce cleaning time and labour costs while also helping to ensure dispensers are consistently stocked and won’t run out during peak use,” she said. “This supports a smooth washroom operation while also preventing user delays and maintaining hygiene standards throughout the day.

Positive experience

“A good washroom dispenser should also be designed to run out slowly in order to minimise the number of refills required, and this can be achieved by selecting dispensers with a high capacity, a controlled portion dispensing system and reliable mechanisms that avoid wastage or leaks. This reduces refill frequency which results in reduced labour costs and a more efficient washroom operation - particularly during peak usage periods.”

According to Widdicombe, dispensers should have smooth, wipe-clean surfaces and minimal joints or crevices to reduce the build-up of dirt and bacteria and allow cleaning operatives to clean them quickly and effectively.

So, how important is functional efficiency in a dispenser compared with other attributes such as sustainability, affordability and an attractive design?

Functional efficiency is the most important attribute of any washroom dispenser, says Widdicombe. “It directly affects hygiene compliance, user flow and day to day operational performance which means it is the foundation on which all other benefits depend,” she said.

Hagleitner’s Luca Jacobs agrees. “Ultimately, customers expect maximum value for money and a positive experience for washroom users,” she said. “That means achieving the highest possible number of dispensing cycles from each refill without compromising performance. Technologies such as foam soap systems support this objective by combining efficiency, cost-effectiveness and user satisfaction.”

And functional efficiency underpins every other attribute, says Essity’s Jenny Turner. “A dispenser that does not perform reliably cannot deliver on sustainability or cost-efficiency goals because it may lead to waste, over-consumption or increased maintenance,” she said. “The most effective solutions therefore balance performance, sustainability and design to meet all operational and user needs.”