Bad toilet experience and Its impact to your business
Public toilets in Malaysia do not have a good reputation among Malaysians at large. One of the main reasons is due to low awareness among Malaysians in maintaining toilet cleanliness. Although the statistics are quite shocking, it is not surprising that only 61% of public toilets in the country are reported to be in a satisfactory condition.
This also includes the toilets in shopping malls. One of the contributing factors of why toilets in shopping malls are less than satisfactory is because of the high traffic and usage, topped with poor toilet etiquette among shoppers. Views of unflushed toilets and traces of toilet paper (sometimes urine!) on the floor are not something new. Due to these unhygienic practices, chances of cross contamination are pretty high. Cross contamination is a process where germs are transferred from one surface to another, whilst spreading infectious diseases such as Gastroenteritis and flu.
Many people do not realise that toilets are breeding ground for germs. Door handles and light switches can introduce Escherichia coli, potentially infecting us with diseases such as E.coli, fungal or other viral infections. Besides that, flush and faucet handles can be the source of Rotavirus, a contagious virus that causes diarrhoea.
Hence, facilities managers need to ensure that toilet facilities in shopping malls are properly cleaned and maintained. This is because, besides posing health risks to the shoppers, dirty toilets can also tarnish business image and reputation.
A survey carried out by Initial Hygiene showed that 85% of people will leave a negative perception of your business if they come across an unpleasant smell in the toilet. And with high social media usage in Malaysia, 6 out of 10 would not think twice in expressing their negative feedback.
Below are some ways that will help shoppers to leave with a positive toilet experience.
How to improve toilet experience?
1. Make sure they are clean
Generally, people may not pay much attention to a standard, clean toilet but people will take notice of dirty toilet and give bad remarks immediately. For example, from the above photos, which type of toilets attracted your eyes first? Our eyes are more attracted to dirty toilets and this will leave negative impression to your shoppers. Ensure that toilets are in good state by getting them cleaned at least twice a day, especially between peak periods (mid-morning, after lunch break and end of day). This may look excessive but think about how many shoppers use them every day, dirt and germs can accumulate and breed in a short amount of time.