When it comes to customer satisfaction, every detail matters -even the ones you might find in the washroom. From the moment a customer walks through the door, their experience shapes their perception of a business, restaurant or coffee shop. In my personal opinion, one often overlooked aspect that can significantly impact customer satisfaction is the state of the restroom.
Picture this: You're out with friends, having a good time and enjoying a delicious meal. Suddenly, nature calls. You head to the restroom, only to be greeted by malfunctioning faucets, dim lighting and an unpleasant odor in the air. How does that affect your perception of the restaurant?
Now imagine the opposite scenario: You walk into a washroom that is clean, well-lit and equipped with high-quality amenities. The experience is not only functional, but also surprisingly pleasant and your satisfaction with the restaurant is greatly improved.
To me, this is the essence of the link between customer satisfaction and well-equipped washrooms. It's not just about meeting basic hygiene standards; it's about going above and beyond to create an environment that enhances the customer experience. Well-equipped washrooms send a message of professionalism and attention to detail. When customers encounter clean facilities with equipment that works, they perceive the company as organized and committed to providing a high level of service.
For those interested in the science, there are many scientific articles on the topic. One of them was published in the Journal for Foodservice Business Research in 2019. The result of the research is an order by which diners evaluate the restrooms in restaurants. First, the smell and the visible cleanliness of the facility are decisive. Second, the soap and paper dispensers and the water faucet.
Source: Kim, H. & Bachmann, J. H. (2019): Examining customer perceptions of restaurant restroom cleanliness and their impact on satisfaction and intent to return, in: Journal of Foodservice Business Research, Volume 22 (2019), Issue 2.