Customers Take Washroom Cleanliness Seriously

By Angela Altass

The condition of commercial washrooms tells a tale to customers, showing them how seriously cleanliness and hygiene is taken at that location.

“Although we are living in a post-pandemic world, people have become more conscious of their personal health and hygiene,” says Amy Ang, director of marketing, wholesale kitchen and bath, Moen. “It is important to maintain washrooms for a modern appearance and a hygienic experience.”

Irving Oil understands the importance of washroom cleanliness and maintenance.

“We welcome customer feedback about our washrooms and encourage visitors to share their experiences with us using contact information found in each Irving washroom,” says Irving Oil Marketing Manager, Brooke Tesink. “This input is incredibly valuable as we use it to maintain and improve our standards so we can uphold our commitment to cleanliness.”

By providing clean facilities, Irving Oil shows a commitment to quality and appreciation to their customers for their business and respect for their loyalty, says Tesink.

“When customers are on the road, we want them to feel confident they’ll experience a really clean and welcoming stop, every time they visit Irving,” she states.

Working with an independent research firm, Irving Oil conducted an anonymous survey in 2025 of over 1,100 Atlantic Canadians to identify which retailer offers the cleanest public washrooms in the region.

“Fifty per cent of respondents named Irving as their first choice, while the next highest retailer received 10 per cent,” says Tesink. “We are proud that our retail sites have set the standard for clean washrooms in the Atlantic Canadian region and we thank the front-line teams that work hard to clean and maintain the washrooms every day.”

Convenience store washrooms tend to be high-traffic areas, leading to increased wear and tear on fixtures, notes Ang.

“The best way to mitigate damage over time is to invest in products that can withstand a high volume of usage,” she states. “Look for products with tough brass tabs and waterways and torx-head screws that prevent tampering. Another feature is recessed aerators. Sometimes in public environments, screens are removed but if the aerators are recessed, they can’t be removed. Matte black finishes, which remain a popular trend in residential washrooms, are now also available for commercial spaces.”

When it comes to drying hands after washing, the debate between paper towels and hand dryers continues.

Touchless towel dispensers are the way to go, says Candice Raynsford, marketing manager, Cintas Canada while Debbie Frangie, global marketing manager, Excel Dryer Inc. claims modern, high-efficiency hand dryers are the best option.

“Cintas research and industry evidence highlight that paper towels are still the most hygienic option as they physically remove bacteria during drying,” says Raynsford. “Touchless paper towel dispensers not only support hygiene but also allow users to use towels for opening doors, reducing contact with surfaces.”

Hands-free products help reduce the spread of dirt and germs, since there is no need to touch them during use, says Ang.

“Independent, third-party Life Cycle Assessment (LCA) data states that high-efficiency hand dryers dramatically reduce environmental impact versus paper towels,” says Frangie. “Hand dryers eliminate the ongoing cycle of paper manufacturing, transportation, restocking, storage and waste removal. For facility operators, this translates to fewer clogs, fewer overflowing trash bins, reduced labour hours and major cost savings.”

Cintas proprietary research shows that 95 per cent of visitors will avoid an establishment in the future if they find the restroom dirty and 70 per cent rank a clean restroom as extremely important,” says Raynsford.

Air freshener systems can deliver continuous fragrance without manual spraying, says Raynsford: “Pair air fresheners with other hygiene solutions, such as toilet seat cleaners and touchless soap dispensers, for a comprehensive approach to restroom care.”

Washrooms are high pressure points for pathogens, some of which are transferred or transmitted by pests, says Alice Sinia, entomologist with Orkin Canada.

“Well-maintained washrooms are a critical component of overall health, sanitation and pest prevention,” says Sinia. “Pests are drawn to conducive factors and environments that offer access to moisture, organic material, odour, and shelter. Clean and well-maintained washrooms convey the message that you take health and sanitation seriously, which creates customer confidence in your brand.”

Maintaining washrooms goes beyond routine surface cleaning and requires solutions that work continuously to keep fixtures sanitary and odour-free, says Sinia.

“It’s important to keep structural maintenance top of mind as well,” she states. “Seal cracks and crevices, especially around toilet bases, baseboards, in-between floor tiles and around sinks. These micro-spots trap organic matter and moisture, which attracts and breeds pests and mold. Furthermore, it’s vital that all facilities ensure safety and compliance. Engage professionals to ensure your washrooms receive proper cleanings and comply with the feminine hygiene dispenser and hand care requirements of federal, provincial and municipal regulatory agencies.”

According to a global Post-Pandemic Perceptions of Commercial Restrooms study done by MetrixLab in partnership with Excel Dryer, spanning more than 4,000 respondents, washroom user priorities include:

• Hygiene with touchless, fast and fully filtered hand drying.
• A clean, uncluttered restroom. Overflowing trash cans, wet floors and paper waste strongly influence whether a customer returns as 80 per cent say a dirty restroom discourages repeat visits.
• Speed and convenience: Users want hands completely dry in seconds without touching any surfaces.

“Cost savings matter to operators but hygiene and overall cleanliness shape consumer perception and loyalty,” says Frangie. “Cleanliness and hygiene are the top priorities worldwide and a dirty restroom causes lasting reputational harm. Modernizing washrooms with touchless fixtures, integrated sink systems and sustainable hand drying solutions improves hygiene and enhances customer confidence. Consistently clean, well-maintained facilities support brand reputation, especially in high-traffic environments such as convenience stores, gas stations and carwash locations.”

Dr. Alice Sinia, entomologist with Orkin Canada, offers the following advice regarding pest management in washrooms:

Regular, thorough cleaning: Floors, toilets, urinals, sinks, and high-touch surfaces should be cleaned and disinfected frequently to remove residue and odour that can attract pests.

Moisture control: Standing water, excess condensations, leaks, and damp areas can quickly become pest attractants and breeding sources. Fix plumbing issues promptly, keeping floors dry, sealing cracks and crevices that trap moisture and ensuring proper ventilation can help reduce the conditions pests need to breed and survive.

Proper waste management: Trash should be removed often, bins should be lined and covered, when possible, and liners should be changed regularly to prevent odours and buildup that can attract insects and rodents. Make sure to clean out the bottom of bins and dry them out properly so there’s no trapped organic matter that could providing breeding sites. It’s preferable to use garbage bins with lids

Odour control: Persistent washroom odours can signal a buildup of organic matter in drains or flooring. Orkin recommends professional solutions that use an odour neutralizer to break down large malodourous molecules into smaller, odour-neutral molecules, eliminating odours at the source rather than masking them.

A consistent sanitation and maintenance routine, supported by professional services when needed: A proactive washroom care program that combines cleaning in partnership with a pest control professional can significantly reduce pest risks while maintaining a clean, welcoming space for customers and employees.