Washrooms are among the busiest spaces in buildings and venues with many visible and invisible barriers to hygiene that are yet to be recognized and addressed. Inclusive hygiene is about meeting the hygiene needs of as many people as possible within the washroom. Specifically, this means enabling a washroom environment that considers the full range of individual abilities and circumstances, so hygiene is truly accessible to all. Many experience invisible challenges, health conditions, anxiety, sensory sensitivities, temporary injuries, stage of life or hygiene-related concerns that are often overlooked and yet deeply impactful.

Business impact: lost customers, negative reviews and reduced revenue

  • Only 1 in 5 public washrooms meet users’ hygiene expectations1.
  • 52% of people take action after a poor washroom experience, including leaving negative reviews or avoiding the business entirely1.
  • 73% say a bad washroom experience affects their willingness to return to a restaurant2.
  • 38% avoid eating or drinking to minimize washroom use, directly impacting hospitality and retail revenue2.
  • 1 in 4 employees spend less time at work due to inadequate washroom conditions, with 15% opting to work from home more frequently1.
  • 17% of respondents have left a job due to poor washroom conditions, highlighting the risk to talent retention2.

These findings make it clear: from stadiums and restaurants to offices and retail environments, businesses that neglect inclusive hygiene risk losing repeat customers, suffering from negative online reviews, and seeing customers limit their spend. The impact is both financial and reputational, and it’s immediate.

“Inclusive hygiene is not just a social responsibility, it’s a business enabler,” said Amy Bellcourt, Vice-President, Corporate Communications for Essity’s Professional Hygiene business. “We are inspiring businesses to make choices that deliver more inclusive hygiene for their customers, employees and the wider public. This will make a difference in daily life and convert into favorable business conditions, employee retention, and improved brand perception.”

Beyond business: inclusive hygiene is a social responsibility

Essity’s research reveals that more than half (54%) of respondents encounter conditions that make using public washrooms difficult. While wheelchair access remains essential — 5 percent of respondents reported using a wheelchair — 95 percent of those facing barriers have other physical or cognitive conditions. This illustrates that accessibility issues in washrooms affect a broad spectrum of people with varying needs and circumstances.

Failing to identify, address and eliminate both visible and invisible barriers such as loud noises, harsh soaps or difficult to use amenities and fixtures, not only alienates customers but also undermines a business’ social responsibility and brand promise.

Agata Kosek, a property manager for leading commercial property business Cushman Wakefield summed up the sentiment of those working to overcome the barriers that exist today. “Inclusive hygiene should never expose difficulties, it should solve them,” she said.

A call to action: Essity leads the way

Essity, through its Tork professional hygiene brand, is leading a global initiative to enable public spaces to become more welcoming, equitable and functional for all, while improving business performance in those venues. The company is engaging facility managers, architects, policymakers and business stakeholders, hosting roundtables and publishing actionable insights to guide policy and design. Recent events, such as the European Inclusive Washrooms Roundtable in Edinburgh which took place on October 2, 2025, exemplify this collaborative approach.

Businesses that fail to prioritize inclusive hygiene in their washrooms are not just risking negative reviews. They are turning away customers, losing revenue, and damaging their reputation. Inclusive hygiene is essential for building a society and a business environment that truly serves everybody and every body.

1Tork Insight Survey 2025, conducted in US, UK, Germany, France, Mexico, Canada, Australia, Spain, Sweden, Netherlands and Poland among 11,500 from the general public and 1,000 cleaning staff
22024 Tork Insights Survey of 6,000 individuals 18-65+ and 900 respondents representing businesses in the United States, Mexico, UK, Germany and France