Restroom Conditions Influence User Confidence And Business Performance
More than two thirds (68%) say they are more likely to return – and spend more – at businesses with clean, well-maintained restrooms, reveals Bradley Company’s 2026 Healthy Handwashing Survey
Cleanliness, reliable supplies, and ease of use directly influence user confidence, hygiene behavior, and customer loyalty – making restroom maintenance a critical driver of facility performance and long-term business value.
In fact, 86% of adults say they expect the quality of a business’s restrooms to reflect the quality of its goods and services. Additionally, 85% report having an overall negative impression of a facility with a dirty restroom, while 73% say an unclean or unpleasant restroom makes them think twice about returning to the establishment – reinforcing the direct connection between restroom quality and customer retention.
“Restroom conditions are a visible reflection of overall facility management,” said Jon Dommisse, vice president of business development and strategy, Bradley Company. “When restrooms are clean, reliable, and easy to use, they build user confidence and reinforce trust in the entire building environment. For facility leaders, that makes restroom design and maintenance a strategic investment that supports both hygiene outcomes and business performance.”
Operational issues also directly affect hygiene practices. Among the top reasons people skip washing their hands are empty soap or paper towel dispensers and sinks that are dirty or out of order – highlighting how maintenance gaps can undermine both cleanliness and user confidence.
Facilities that consistently meet these expectations help reinforce trust, support proper hand hygiene, and create a more positive overall experience.
Restroom Conditions Shape First Impressions, Customer Decisions
Restroom quality plays a critical role early in the customer journey. The survey found that around 40% check a restroom before deciding whether to conduct business at a location – underscoring its influence on first impressions.
Poor restroom conditions can quickly erode trust, while clean, well-maintained facilities help reinforce a positive perception of the entire operation. For many users, the restroom serves as a visible indicator of how well a facility is managed overall.
“These findings highlight the importance of consistency,” Dommisse said. “Maintaining clean, functional, and well-stocked restrooms is not just about upkeep – it’s about protecting brand perception and supporting customer confidence at every touchpoint.”
