Johnson Diversey
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Study of public restroom cleanliness from the perspective of users, cleaning staff, and facility managers
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Cleaning industry focus was on decontamination
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Users look for symbols of cleanliness including scent, litter, and water splashes
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Findings delineated between "scientific" and "emotional" clean
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Implications for cleaning processes and tools
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The dirty secrets of public restrooms
People perceive most public restrooms as unpleasant and hygienically dangerous. Facility operators see restroom care as a burdensome overhead cost. The program reviewed public restrooms from multiple perspectives: facility owners, cleaning staff, and users. The research revealed surprising new metrics for how customers actually evaluate rest room cleanliness. Although cleaning products and cleaning work are focused on "decontamination," customers assess cleanliness based on more tangible and sensory symbols such as air quality, litter, and splashes. The program provided Johnson Diversey with several concepts for new tools and cleaning processes that maintain decontamination standards but more directly and easily address the critical "cues" of cleanliness. |
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