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Kimberly-Clark Professional research shows Facility Managers are kept in the dark

Kimberly-Clark Professional research shows Facility Managers are kept in the dark

27 July 2017

Kimberly-Clark Professional research shows Facility Managers are kept in the dark about poor washroom conditions

LONDON, 27 July 2017 - As entries roll in for the Kimberly-Clark Professional Golden Service Awards, showcasing excellence and raising standards in the facility management and cleaning industry, research shows where FMs might be missing a huge opportunity to improve washroom standards and user satisfaction.

A recent survey of office washroom users by Kimberly-Clark Professional identified a significant gap between end user experience and Facility Managers’ awareness of washroom problems. Nearly half of respondents are not telling FMs when they encounter a wide range of poor washroom conditions. (1)

A worrying 90% of respondents say empty dispensers in their office washroom have a negative impact. Meanwhile 85% suggest cheap or low-quality products make a bad washroom experience, which shows that the washroom really does matter in the eyes of the typical office worker. (1)

“The research demonstrates the importance of the washroom on overall satisfaction levels of a facility,” says Suzanne Halley, FM Segment Marketing Manager, Kimberly-Clark Professional, UK and Ireland. “It also represents a missed opportunity to continuously improve standards.”

Kimberly-Clark Professional aims to help Facility Managers continuously improve their site and has several initiatives which help benchmark washroom standards, improve the overall washroom experience for users and recognise excellence across the cleaning industry. These include the Kimberly-Clark Professional Golden Service Awards and Washroom 5D programme. The Washroom 5D programme is an easy way for Facility Managers to identify problem areas that they may not be aware of and implement solutions across five dimensions: Cleanliness, Hygiene, Efficiency, Sustainability and Satisfaction.

“The results clearly show that office washroom users care about standards but don’t always say when they are unhappy, leaving Facility Managers in the dark and problems unfixed,” adds Suzanne Halley. “Findings also indicate poor standards affect how washroom users feel about their company. So, how can FMs do the best for their facility and improve standards if they don’t know all the problems or issues?”

Through further research with Facility Managers, Kimberly-Clark Professional has gathered a picture of office washroom operations across the 5 pillars. In terms of Cleanliness the survey asked FMs how their washrooms rated based on odours, blockages, and overall appearance. The results indicate many FMs face issues of cleanliness between service visits: 83% encounter hand towel pieces on the floor, and 81% find soap dripping on countertops, water on floor and waste bins full. (2)

“With 45% of FMs also frequently finding recurring unpleasant odours in the washroom and 43% finding weekly toilet blockages, we can see why users are unhappy and the importance of the washroom to overall satisfaction levels,” adds Suzanne Halley. (2)

Through a free on-site assessment, Washroom 5D helps FMs take a deep dive and identify any problems, address those issues, and measure standards against industry benchmarks. Tools are used to measure washroom traffic and washroom satisfactions levels to help FMs answer the question ‘How do you measure up?’ and provide them with valuable data they have been missing up until now.

“The research shows why the washroom matters,” concludes Suzanne Halley. “Washroom users care about standards, that’s why it is important not to forget the washroom as it can significantly impact Facility Manager’s relationships with their clients and employees who use the washrooms.”

“It is also equally important to recognise the work of FM’s who are facing these and other challenges on a daily basis and the standards of excellence achieved, and to support continued innovation, development and investment across the FM and cleaning industry. The Kimberly-Clark Professional Golden Service Awards provides that platform and we are delighted to be now be receiving entries for the 2018 award programme.

For information about the Kimberly-Clark Professional Golden Service Awards and how to enter one of the 14 categories that recognises excellence in the cleaning industry go to Deadline for entries is 2 October 2017.


(1) Survey of Office Workers, London N=100, Berlin N=100, Paris N=100, Toluna Research, February 2017.

(2) Survey of 100 UK Facility Managers, with responsibility for cleaning operations, in Offices (with 1000+ employees), Morar Consulting, February 2017.

Reader Reply Number 205012
Kimberley- Clark Professional

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