ECJ EUROPEAN Cleaning Journal

Using the washroom should be a simple and straightforward act for everyone. Yet the latest survey by Tork manufacturer Essity reveals one in two people are likely to face barriers to hygiene in public facilities. Essity corporate communications director Jenny Turner looks at the results of the 2025 Tork Insight Survey and considers how washrooms could be improved to make hygiene more inclusive.

When we talk about ‘washroom accessibility’, many of us assume the term will mainly relate to wheelchair users. However, it is important to recognise the fact that around 95 per cent of people with cognitive or physical conditions do not use a wheelchair. In fact, 54 per cent or respondents to the Tork survey reported experiencing some difficulty when using a public washroom - and many of these challenges are invisible to others.

Issues such as skin conditions, chronic pain and incontinence are among the factors that can make using a washroom difficult or stressful, according to the 2025 Tork Insight Survey. And temporary conditions such as a broken leg, fractured arm, a sprain or pregnancy may limit mobility, balance or reach which could make standard facilities more difficult to navigate.

Other respondents mentioned paruresis, or shy bladder syndrome; having a catheter or an ostomy bag fitted, harbouring general hygiene concerns or simply experiencing a sense of discomfort when using a small, shared space that failed to meet all the user’s needs.

In fact, only five per cent of the people who claimed to suffer from a physical or cognitive condition were actually wheelchair-users. This means the majority of conditions that have an impact on washroom accessibility are invisible to others.

A total of 11,500 washroom users from the US, UK, Germany, France, Mexico, Canada, Australia, Spain, Sweden, Netherlands and Poland were questioned about washroom hygiene and cleanliness in the survey. A further 1,000 cleaning staff members were then polled about the difficulties they face at work.

A third of respondents from the general public who reported a physical or cognitive issue had a skin condition such as eczema or an allergy, while 29 per cent suffered from general anxiety. Other issues included visual or hearing impairment and a sensitivity to light, noise or odours.

Meeting expectations

The study also revealed that while three-quarters of us expect the public washrooms we use to deliver at least a moderate level of hygiene and cleanliness, fewer than a third of facilities always meet our expectations. Top barriers include an unhygienic appearance, an unpleasant smell and run-outs of soap, toilet paper or hand towels.

Of importance to businesses and facilities is the fact many of us are prepared to take action when we feel unhappy with our washroom experience. A total of 28 per cent of respondents said they would spend less time in a facility that had a poor washroom while 16 per cent said they would avoid revisiting altogether. And while 11 per cent would warn their friends not to visit and seven per cent would leave a bad review on social media, a mere 17 per cent of us would actually raise our complaint with the facility in question.

This means many washroom concerns are going unreported and people are suffering in silence – or voting with their feet.

According to the study, many people are prepared to point out small, easily fixable washroom issues – such as a lack of soap or toilet tissue - because these are immediate inconveniences with obvious solutions. However, they are less likely to raise concerns about larger, more systemic problems such as poor ventilation or a lack of privacy.  As a result, large numbers of businesses may remain unaware of the bigger issues -  and these are the ones most likely to have a negative impact on their bottom line.

Unhappy customers who decide not to return and who leave bad reviews could damage the reputation of a business and lead to a loss of revenue.

The study looked in particular at the workplace and considered the possible impacts on staff when hygiene expectations are not met. A total of 28 per cent of respondents said they would spend less time in a workplace they perceived to be unhygienic while 23 per cent would avoid eating or drinking there. And 15 per cent would be inclined to work from home more frequently while five per cent were prepared to change their job rather than work in an unclean environment. So poor workplace hygiene could lead to a less productive workforce, lower levels of productivity and a higher turnover of staff.

In order to keep washroom users on side it is important for businesses and offices to understand what people actually want from the washrooms they use. What are the factors that they consider to be ‘must-haves’ - for usability, for comfort and for their general wellbeing?

Touchless technology

One key ‘must-have’ as far as accessibility was concerned - mentioned by 67 per cent of respondents - was that toilet paper should be housed in a dispenser from which it was easy to extract the tissue. More than 60 per cent wanted to see sufficient space to manoeuvre a wheelchair while 57 per cent called for non-slip flooring.

Paper hand towels topped the list of comfort and hygiene ‘must-haves’, with 57 per cent of respondents calling for them. Touchless technology and hand sanitisers at the entrances and exits of washrooms were mentioned by 45 per cent of people while other priorities included spacious and private cubicles with enclosed bins to dispose of sanitary and incontinence pads.

When asked about the impact of improving the washrooms of hospitality venues such as restaurants and bars, 59 per cent of respondents said they would gain a more positive image of the venue in question. A total of 38 per cent said they would be more willing to return, while 37 per cent claimed they would be more likely to recommend it to others - highlighting the importance of providing washrooms that address a wider range of needs.

The second part of the Tork Insight Survey revealed nearly 90 per cent of cleaning operatives experience some form of physical challenge as a result of their work as a cleaner. Back pain was reported by 45 per cent of respondents while 37 per cent mentioned muscle fatigue. And 24 per cent said the physical health challenges they experienced meant they delivered a lower quality of work, with 20 per cent needing time off for sick leave.

Four out of every five cleaners also experienced mental challenges as a result of their job, with 46 per cent saying they felt stressed. One in four said the impact caused through mental health challenges led to a lower quality of work with 24 per cent saying they had considered leaving their job.

Lack of respect and recognition

Challenges they claim to face in the workplace include a lack of respect or recognition for their role; a lack of training and inadequate personal protective equipment. Others cited language barriers and poorly-placed cleaning supplies and equipment.

And when asked what positive attributes of a workplace environment would enhance their satisfaction levels the top responses were a supportive leadership, a welcoming culture, equal treatment of all employees and cleaning supplies that were properly placed and easily accessible.

According to respondents, the physical health issues they experienced had a number of effects including fatigue, reduced motivation and a difficulty in performing some tasks effectively. Mental health challenges led to lower morale, tensions with colleagues and a tendency to avoid certain tasks.

It is clear from this study that large numbers of us face challenges when using a washroom. And the same applies to the people who service them, because washroom-cleaning makes up a large part of the average cleaner’s work.

However, it appears that many of the issues encountered may be easily addressed to improve the needs of users and cleaning teams in these busy areas. It is therefore crucial that washroom managers encourage feedback on the challenges faced – both by visitors and by cleaners - because this will help them to enhance their facilities, improve their cleaning quality, boost their reputation and retain their staff.