As a frequent Starbucks customer and self-proclaimed coffee addict, I‘m intimately familiar with the company‘s bathrooms. I‘ve used them countless times over the years, whether I was parked with my laptop working on a freelance assignment, taking a mid-road trip break with a vanilla sweet cream cold brew in hand, or simply popping in to use the facilities without making a purchase (gasp!).
But it wasn‘t until the controversial 2018 arrest of two black men at a Philadelphia Starbucks that I really started pondering the coffee giant‘s bathroom policies and their greater implications. As someone who studies the retail industry, I wanted to understand why Starbucks changed their rules, how it fits into their brand ethos, and what it means for customers and society at large.
So I brewed an extra-large dark roast, scoured through mounds of data and expert insights, and laid it all out in this comprehensive analysis. By the end of this piece, you‘ll know everything there is to know about doing your business at Starbucks. Let‘s dive in, shall we?
The State of Starbucks Bathrooms: Public or Private?
First thing‘s first: can anyone use the bathroom at Starbucks? The short answer is yes…mostly. In May 2018, in the aftermath of the Philadelphia incident, Starbucks officially changed their policy to allow all guests to use the restroom, regardless of whether they make a purchase.
However, it‘s important to note that not all Starbucks locations actually have their own dedicated bathrooms. Some Starbucks stores, particularly licensed locations in airports, groceries, and retailers like Barnes & Noble, simply don‘t have restroom facilities at all. In those cases, customers have to use the bathrooms provided by the property owner.
So how prevalent are Starbucks bathrooms overall? According to data from location intelligence company Factual, 68% of the 14,606 Starbucks locations in the U.S. have public restroom facilities. Unsurprisingly, Starbucks stores in dense urban areas are more likely to have bathrooms than those in rural regions.
While Starbucks hasn‘t released exact statistics on how the new bathroom policy has financially impacted their bottom line, there‘s no doubt it comes at a cost. Think about the additional water usage from thousands of toilet flushes each day, the expense of extra cleaning supplies and hourly restroom checks, and the potential liability issues if an incident occurs.
Harvard Business School retail historian Nancy Koehn estimates that Starbucks likely spends over $10 million per year on bathroom maintenance alone. "It‘s not an insignificant line item," she notes. "But Starbucks has clearly decided it‘s worth the investment to provide this service and create a welcoming environment."
Why Bathroom Access Matters to Consumers (and Brands)
For many customers, having access to a clean, well-stocked bathroom is more than just a matter of convenience—it‘s a basic human need. When you gotta go, you gotta go, as the saying goes. And "holding it" for too long can lead to some seriously unpleasant health consequences.
"Delaying urination can cause over-distension of the bladder, weaken the bladder muscles, and increase the risk of urinary tract infections," explains Dr. Matthew Karlovsky, a urologist at New York-Presbyterian Hospital. "For people with certain medical conditions like an overactive bladder or pregnancy, frequent bathroom access is especially crucial to avoid complications."
There‘s also a psychological component to restroom availability. A study by U.K. bathroom product company Bloo found that nearly 60% of British people feel anxious about not knowing where the nearest toilet is located when visiting an unfamiliar place. That "gotta go" feeling can put a real damper on the experience of shopping or dining out.
Starbucks seems to understand this, often touting their "clean, spacious restrooms" as a key part of their quintessential "third place" experience between work and home. In fact, Starbucks bathrooms are so popular that they‘ve even spawned their own Foursquare category and countless Yelp reviews praising their cleanliness and reliability.
"Our customers are telling us that it matters to them," said Starbucks COO Rosalind Brewer in a 2019 earnings call. "They want to be able to come in and use our restrooms, and we want to provide that warm welcoming environment, even if they‘re not making a purchase."
It‘s a smart stance to take, especially as brick-and-mortar retailers face increased competition from e-commerce. Providing a service like clean bathrooms is just one more way for physical stores to entice customers inside and keep them coming back.
"Retailers are starting to realize that they need to offer something more than just products to get customers in the door," says retail futurist Doug Stephens. "Experiences, entertainment, services, amenities—that‘s what drives traffic and brand loyalty. And bathrooms are a big part of that equation."
The Bathroom Policies of Other Major Chains
So how does Starbucks stack up against other businesses when it comes to restroom access? Let‘s take a quick look at the bathroom policies of some major retail and restaurant chains:
- McDonald‘s: The Golden Arches welcome all guests to use their bathrooms, no purchase necessary. Fun fact: New York City has the highest number of McDonald‘s locations with public restrooms (197), while Dallas and Houston are tied for second (178).
- Barnes & Noble: Most B&N stores allow non-paying customers to use the restroom, though a few high-traffic urban locations may require a code from the barista or information desk.
- Whole Foods: Restroom access varies by store, with some allowing public use and others restricting facilities to paying customers only. But with Amazon‘s 2017 acquisition of the grocer, many expect policies to lean toward wider access to match Amazon‘s customer-centric ethos.
- Nordstrom: The upscale department store is known for its generous bathroom policies, with spacious, well-appointed restrooms open to all. Nordstrom even provides free diaper changing kits to parents.
- Dunkin‘: Most U.S. locations welcome anyone to use the restroom, though the company recently updated its online policy to note that Boston-area stores may require a purchase. Blame those strict Beantown bathroom laws.
As you can see, Starbucks is hardly alone in providing public restroom access. And in some cases, they‘re leading the pack in terms of inclusivity and hospitality. But that doesn‘t mean there aren‘t still challenges and considerations when it comes to opening up those bathroom doors.
The Pros and Cons of Public Potties
Like any business decision, offering restroom access to the public comes with its fair share of benefits and drawbacks. On the plus side, it‘s a powerful gesture of goodwill that can boost brand perception and customer loyalty.
A whopping 71% of U.S. adults say they view businesses more favorably if they maintain a clean, accessible public restroom, according to a survey by restroom fixture manufacturer Bradley Corp. And 64% say they‘ll either "definitely" or "probably" make a purchase from that business as a result.
"It‘s a way to show you care about your customers‘ needs and well-being," says retail consultant Amanda Stevens. "In today‘s competitive landscape, those little human touches can make a big difference in where people choose to spend their money."
But on the flip side, public bathrooms can also be a magnet for less-than-desirable activities, from graffiti and property damage to drug use and solicitation. It‘s a sad reality that retailers must contend with, balancing the safety of their employees and customers with the desire to be inclusive and welcoming.
There‘s also the issue of longer bathroom lines and wait times as more people take advantage of the facilities. Starbucks says the average customer visit lasts around 20 minutes, but that can easily double if there‘s a queue for the loo.
"It‘s a tricky balance," admits retail expert Kevin Kelley. "You want to provide this amenity and create a comfortable environment, but you also have to make sure it doesn‘t negatively impact the experience for your paying customers."
The Public Restroom Problem
The great Starbucks bathroom debate also shines a light on a larger societal issue: the woeful lack of public restrooms in many U.S. cities. While it‘s easy to take for granted that you can pop into a coffee shop or fast food joint to do your business, that‘s not always a given in other countries.
In many European and Asian cities, stand-alone public restrooms are a common sight on street corners and in parks. But in America, they‘re a rarity. A 2020 report by the non-profit group American Restroom Association found that only 8% of U.S. cities have adequate public restroom facilities based on the International Plumbing Code‘s recommended ratio of 1 toilet per 500 people.
The dearth of public potties can have serious consequences, especially for vulnerable populations like the elderly, disabled, and homeless. A lack of clean, safe restrooms can lead to public urination and defecation, the spread of disease, and a loss of dignity for those who simply can‘t afford to spend money every time they need to go.
"It‘s easy to take for granted, but access to bathrooms is a basic human right," asserts ARA president Steve Soifer, Ph.D. "When businesses like Starbucks step up to fill that gap, it makes a real difference in people‘s lives."
Of course, it‘s not solely the responsibility of private companies to provide public restrooms. Many advocates argue that cities need to invest more in building and maintaining these facilities, as well as passing laws to ensure businesses allow reasonable access.
"Ideally, we wouldn‘t have to rely on the kindness of Starbucks to meet this fundamental need," says Soifer. "But until our public policies catch up, their leadership on this issue is commendable."
The Future of Starbucks Bathrooms
So what‘s next for Starbucks restrooms? While the open policy is likely here to stay, the company may explore new ways to balance hospitality with security and efficiency.
One potential solution is smart restroom technology that can detect and alert staff to issues in real-time. MIT-spinoff Tooshlights has developed a wireless sensor system that notifies employees via an app when a bathroom stall is occupied, out of toilet paper, or in need of cleaning. Starbucks has reportedly begun testing the technology in select Boston and New York stores.
There‘s also buzz that the coffee chain may experiment with time limits for bathroom usage to prevent people from camping out too long. Several Burger King and Popeyes locations in New York recently implemented a 10-minute max restroom stay, complete with door alarms and signage.
But Starbucks execs say they want to tread carefully when it comes to bathroom policies, erring on the side of inclusivity whenever possible.
"We don‘t want to put up more barriers," said CEO Kevin Johnson at a 2019 investor conference. "We want to find ways to say yes and be purposeful about it."
As a loyal Starbucks customer, I have to agree. While I understand the challenges that come with offering public restrooms, I firmly believe it‘s the right thing to do. And frankly, it just makes good business sense.
Because at the end of the day, when you gotta go, you gotta go. And I‘d much rather give my money to a company that recognizes that fundamental truth with compassion and humanity. Even if I am a little particular about my coffee.
