Two of the most comprehensive surveys ever conducted for Kimberly-Clark Professional, a consumer survey of European attitudes to restaurant hygiene by MORI and a survey amongst food service professionals by the ASHDOWN Group, provide a definitive view of hygiene issues:

In MORI’s survey:

• Hygiene issues are one of the key drivers of restaurant choice: more than four-fifths agree that they would not return to a restaurant they considered to be unhygienic, even if the quality and price of the food was good
  
  
• Almost four in ten Europeans questioned agree that restaurants do not pay enough attention to the levels of hygiene and cleanliness in their establishment
  
  
• Dirty crockery and cutlery is the most off-putting problem across Europe, with dirty kitchens and dirty toilets not far behind
  

The ASHDOWN Group research shows that:

• More than a third of food service professionals rate hygiene standards as 'moderate'; less than 2% say 'excellent'

One of the most comprehensive surveys ever of European consumer attitudes to restaurant hygiene, conducted for Kimberly-Clark Professional by MORI, has found that hygiene issues are a key factor in determining restaurant choice. The survey has found that a majority (84%) of adults questioned agree that they would not return to a restaurant they thought to be unhygienic, even if the quality and price of food was good.

The MORI survey carried out 5,469 interviews with adults across the GB (1,035), Italy (983), Germany (976), France (970), Netherlands (503) and Spain (1,002), also asked whether people thought that hygiene had improved in recent years.

It is clear that the industry needs to do much more to reassure consumers. Almost four in ten adults agree that restaurants do not pay enough attention to hygiene and cleanliness in their establishment, particularly in Britain and Spain where those agreeing rises to 44% and 48% respectively.

The good news for the restaurant industry is that the majority of consumers think things are getting better, with four times more adults agreeing (53%) than disagreeing (13%) that, over the past few years, the levels of hygiene and cleanliness in restaurants has improved. Those in France are found to be the most likely and those in the Netherlands the least likely to have noticed an improvement.

In another six-country survey conducted by research specialists The ASHDOWN Group and sponsored by Kimberly-Clark Professional, European food service professionals said that standards definitely vary according to the nature of the establishment. In this survey, conducted in October - November 2003, 324 wiper specifiers in the food service segment were interviewed across the UK, France, Spain, Italy, Germany and Holland.

It seems that the more casual the dining experience, the more casual the approach to hygiene. Across Europe, food service professionals ranked hygiene standards as best in hotels and restaurants, worst in pubs, wine bars and fast food outlets.

Statistics point to the fact that consumer concerns about hygiene are justified. In 2001, over 80,000 cases of salmonella were reported in Germany.¹ In 2002, over 70,000 cases of food poisoning were reported in the UK.² In the same year, Italian authorities closed down 1203 food outlets,³ and French authorities closed down 433.⁴ In each case, the central issue was the same – poor hygiene standards. In a 2002 survey of Dutch consumers, food poisoning and bad hygiene topped the list of food-related complaints.⁵ In research carried out for the UK Food Standards Agency, 71% of consumers said they were concerned about hygiene in food service establishments and these concerns affected their eating habits.⁶

So how can food service establishments reassure consumers about hygiene practices?

The MORI survey shows that there appears to be a great deal of enthusiasm for open-kitchens. Almost six in ten agree that, given the choice, they like restaurants with an open-kitchen area so they can see how clean the facilities are – particularly those in Italy. There has been a gradual move to this style of restaurant across Europe in the last few years and this is clearly a popular restaurant environment.

The survey also investigates what hygiene related issues put people off eating in restaurants. Across Europe, dirty crockery and cutlery (35%) emerge as the biggest offender followed closely by waiters and waitresses having dirty clothing and finger nails (34%). Whilst dirty crockery and cutlery are the most likely put-off in the Netherlands, France, GB and Germany, a dirty waiter/waitress is the most off-putting aspect for those questioned in Italy and Spain. Other offenders included dirty kitchens (28%), bad smells/odours (24%), and dirty toilets (23%).

Though there is a small variation in the ranking of these complaints across the main EU countries, there is a remarkable consistency in the opinion that these are the most objectionable problems.

Professionals agree there is a problem

The ASHDOWN Group survey shows that when the professionals were asked how they rated the level of hygiene in food service establishments, over half (55%) ranked them as ‘good’, with well over a third (37%) stating that they were ‘moderate’. There was near universal agreement (98%) that hygiene standards could not be classed as 'excellent'.

A key factor in introducing and maintaining good hygiene standards is staff training. It is encouraging to note that 90% of the professionals questioned said that they do provide training programmes. Half rely on training provided when staff first arrive on the job.

Regular training is less common: one-fifth report that an annual programme is in place, and the same number claim to train once a month. This leaves open the worrying possibility that induction may be the only training that many food service staff ever receive.

MORI carried out 5,469 interviews with adults across the GB (1,035), Italy (983), Germany (976), France (970), Netherlands (503) and Spain (1,002). Interviewing took place between 17th July to 17th September 2003. Interviews were carried out face-to-face in all countries with the exception of the Netherlands where interviewing was carried out over the telephone. Data have been weighted to reflect the national population profile within each country. The combined figures have been weighted to reflect country size.

Commenting on the results of both surveys, Stephen Leigh, from Kimberly-Clark Professional said:

“What is clear from these findings is that everyone in the restaurant industry needs to recognise that hygiene issues are a number one concern for consumers. Good standards of hygiene are not a luxury - they are a fundamental practice, since consumers will not return to a restaurant they consider to be unhygienic. As the number of people eating out on a regular basis continues to increase, the food industry urgently needs to address consumer concerns and implement stringent hygiene practices; otherwise they risk damaging both their brand and their bottom line.”

Graham Jukes, Chief Executive of the Chartered Institute of Environmental Health⁷, said:

“We are encouraged to see that British customers put hygiene high on their list when choosing a restaurant, and that they consider that standards of cleanliness have improved in recent years. We hope this will act as a wake-up call to those restaurant owners who are still not giving adequate priority to good hygiene and do not think it is important to their business. The message is clear: if you want people to come back to your restaurant a second time, you need to ensure that staff are properly trained and the right food safety and hygiene procedures are in place.”

GUIDELINES TO BEST HYGIENE PRACTICES

Kimberly-Clark Professional has issued the following guidelines for food service establishments on good hygiene practices:

In addition to the fundamental principles of storing foods correctly and cooking them properly, there are three major aspects to good hygiene:

• Following personal hygiene rules
• Preventing cross-contamination, and
• Keeping kitchens clean.

Personal Hygiene

Washing hands before and during food preparation is one of the best ways to prevent the spread of food poisoning bacteria.

Recommended practices

Wash hands with an anti-bacterial soap and dry them thoroughly: bacteria spread more easily if hands are damp. Dry hands on a single-use paper towel, not on a tea towel or an apron. Hands should be washed:

• After visiting the toilet
• After handling raw foods
• After handling waste
• Before starting work and after every break
• After touching hair, scratching, blowing the nose, coughing or sneezing
• After handling dirty equipment
• After handling chemicals
• After smoking, eating or drinking

Report illnesses. Do not work with food when ill with anything contagious or if the symptoms of anything contagious are present.

Wear the right uniform.

• Do not wear jewellery or watches
• Wear appropriate protective clothing, for example, hair nets, gloves, aprons
• Do not wear perfume or nail varnish

Follow correct hygienic practices when working with food:

• Cover all cuts and sores with a coloured waterproof dressing
• Do not smoke or eat in food preparation areas
• Do not touch food with hands – use tongs or disposable gloves
• Do not cough or sneeze over food or equipment

Cross-contamination

Cross-contamination is the transfer of bacteria from foods (usually raw) to other foods. The bacteria can be transferred directly when one food touches (or drips onto) another, or indirectly, for example from hands, equipment, work surfaces, or knives and other utensils. Cross-contamination is one of the major causes of food poisoning.

Recommended practices

To prevent cross-contamination:

• Wash raw fruit and vegetables
• Cover and store raw and cooked food separately
• Only use clean and sanitised equipment and utensils
• Use colour-coded cloths, buckets, mops and equipment for different tasks
• Use separate equipment for raw and cooked foods, eg chopping boards, knives etc
• Wash hands after touch something that could contaminate, eg raw food, waste etc

Kitchen Cleanliness

Cleaning helps to eliminate harmful bacteria that can contaminate food, food preparation areas and equipment.

Recommended practices

Keep work areas and equipment clean. Clean after each use, when switching to a different type of food and whenever contamination may have occurred.

Clean away dirt and food particles initially, then sanitise with heat or appropriate chemicals.

The suggested procedure for cleaning is:

• Pre-clean by wiping with a durable cloth
• Wash with detergent
• Rinse with clean water
• Sanitise with suitable products and cloths used as per directions
• Allow to air dry.