Cleanliness _casestudy -newBetter Tenant Satisfaction Starts in the Restroom

Believe it or not, your restrooms can make or break the relationship with your tenants. The level of cleanliness in your office restrooms is indicative of the level of professionalism of your building. And, because tenants are your top priority, that makes restrooms one of the most important aspects of your building.1 Unfortunately restrooms are among the top three generators of tenant complaints. In fact, one U.S. building tenant states, “I tend to judge the office building by how well kept the restrooms are during the course of a day. If the restrooms aren’t maintained as the day progresses, then I think Building Management is not doing a good job and I often call building facilities with a complaint."1

One recent study found that users define a "clean" restroom as sanitary, organized, healthy, smelling good and looking good.1 People instinctively use all five senses to assess their surroundings. As the Building Manager, you need to be able to assess your restrooms and identify problem areas, before they can even become a problem.

Use these tips to uncover regularly occurring restroom problems.

The following office-specific areas have been identified with the office restroom environment in mind and should be considered as leading indicators of problems in each area:2 

Odor _generators

Source of odor could impact the user experience in the restroom and generate a tenant complaint. Odors in restrooms also signal a lack of hygiene—the idea that an area may be unclean and present the possibility of coming in contact with illness-causing germs.3


What to look out for:
• Unpleasant odor sources (i.e. in-stall trash cans) 
• Urine buildup around urinals / toilets 
• Fragrances in bathroom that may mask odors but not treat the root of the problem (scented air fresheners vs. air neutralizers)

Waste _generators

Sources of waste associated with hygiene products and restroom consumables.

What to look out for:
• Paper left on tissue or towel rolls when discarded
• Soap dripping, ghost dispensing 
• Towel tabbing 
• Trash on floor, bins overflowing

Visual _appeal

Items that enhance or detract against the desired image of the building, the Building Manager and their tenants.

What to look out for:
• First impression (entry way appeal) 
• Misalignment of consumables quality to target user demographic 
• Lobby and restroom image should match quality level  
• Smudges on glass or finishes 
• Dirty floors 

Any knowledge gap relating to hygiene management, cleaning processes, consumable management, restroom maintenance, environment and sustainability.

What to look out for:
• Sensor-based temperature controls in place to conserve energy
• Recycling program in place
• Sustainability certification requirements are being taught, met
• Cleaning schedules / checklists are followed

Make your first move towards ultimate cleanliness in the restroom.

Keeping your restrooms in pristine condition is a lot more difficult than it seems, and we understand that. Kimberly-Clark Professional* is in a unique position to provide health and wellness solutions, benchmarking tools and behavior change programs that help office workers to feel clean, refreshed and rejuvenated. 

As a first step, we recommend you determine exactly how effective your restroom strategy is by taking the C.H.E.S.S.* Test. If you want to learn more, simply request a consultation with us and a Kimberly-Clark Professional* Program Specialist will contact you.



1. Kimberly-Clark Omnibus Research Topline Report, 2015
2. G584_KCP Customer Experience Training Kit Module 3_1b  
3. Odor control journey

Start your journey to better restrooms. Please complete the form below and a Kimberly-Clark Professional* C.H.E.S.S.* Program Specialist will contact you.

Thanks for your interest, one of our Kimberly-Clark Professional Representatives will be in touch soon.