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Software
True picture

Your software can enable the gathering of customer insights to guide your product development and grow profits, as Karen Maxwell reports


Capturing feedback immediately after a spa experience helps operators adapt or improve services to encourage repeat visits and word-of-mouth marketing.

We ask software suppliers how their spa operator clients monitor customer satisfaction levels, what triggers the different stages of the feedback process and how software can be tailored to fit business needs.

Matt Lerner
Mindbody

Mindbody offers a valuable ‘feedback and reviews’ module that can be easily accessed through the software’s marketing suite. This feedback uses Net Promoter Score (NPS) methodology and the generated report gives an NPS score, which can be filtered by date, score range (promoters, passives, or detractors), with or without comments, services provided, staff member, or whether the review is published.

The NPS and comments from customers allow spa operators to identify areas of improvement to continuously enhance the customer experience. After a customer visits a location, they receive a text and/or email asking them to provide feedback within 24 hours of their visit. The software is highly customisable, so each business can decide how frequently to send out the survey, choose text and/or email and configure the colors of their widget.

Customers can also be asked to post on social media and the system will allow them to opt-in to auto publishing to their website.

Feedback uses NPS methodology and can be filtered by date, score range, staff member and whether the review is published
Sal Capizzi
Book4Time
photo: Book4Time

Many of our clients use our software to collect helpful insights to help enhance departmental experiences, treatment menus and services.

The system will automatically know when a guest is ready to be sent a thank you note and survey, as this is triggered automatically after a workflow event, such as a guest or group checking out.

Although some clients aren’t comfortable expressing personal feedback, these surveys can be completed by clients in their own time and can prompt the sharing of deeper insight that may have not been expressed in person. Our ‘schedule task’ feature also allows a repeat of a survey to be sent out within an allotted time frame.

This feedback can be linked to deliver an overall customer satisfaction NPS – with those giving a score of nine or 10 being ‘promoters’ and seven or eight being ‘passive.

With passive clients, a slight facility or experience adjustment can convert them into a promoter. For example, using feedback from our surveys, one of our clients was alerted that their women’s facility was frequently out of complementary products, which resulted in additional products being put out for use during peak times.

Surveys can be completed by clients in their own time – offering deeper insights that may have not been expressed in person
Matthew Prosser
Agilysys
photo: Agilysys

Using our software, a thank you message can be triggered to go out to customers immediately after their spa treatment or wellness activity, to help gather valuable feedback on their experience.

This message can also be adapted to encourage helpful responses on specific aspects of the experience, while a link to a more robust customer feedback survey can also be included in a branded email.

As emails can be customised, spa operators are able to solicit feedback that addresses key challenges at the spa, new treatments and procedures, or any other area where responses can help enhance future experiences and ultimately benefit the business.

These emails can also be manually sent as part of an automated campaign to gather feedback from previous visits to further build a picture of specific customer needs related to the amenities available.

A link to a more robust customer feedback survey can also be included in a branded email
Campaigns can build a picture of specific customer needs / photo: Agilysys
Ricky Daniels
Trybe
photo: Trybe

With Trybe, spa operators can change the template wording of their customer feedback email by tailoring multiple questions, scores out of five or free text answers. They can also use specialist survey software by copying the URL into Trybe’s feedback template setting and this can be included in every automated feedback email that leaves the system.

More importantly, spa operators can also programme the prompt to go out automatically at a time they feel is most beneficial after the customer’s experience. Whether it’s set to the day after or a few days later.

Customer feedback is invaluable to spa operators, which is why our software is compatible with many in-depth survey solutions, which allow operators to gather more comprehensive feedback.

The reporting function is also an indirect way of gaining customer feedback, as operators are able to track the customer journey. For example, the Wave Garden Spa in Snowdonia, UK, used customer feedback to identify why one of its treatments wasn’t selling well, so it audited the treatment and adapted it to suit demand, increasing bookings as a result.

Operators can programme a prompt to go out automatically at the time they feel is most beneficial
Sudheer Koneru
Zenoti
photo: Zenoti

With our software, spas and wellness facilities can invite customers to leave a star rating and their comments, related to their overall experience, via an automated SMS message, an email, or a Customer Mobile App prompt.

If feedback is negative, the relevant staff member is automatically alerted so they can promptly remedy the situation. If feedback is positive, the guest has options to share their experience online (Google, Yelp, etc.)

Zenoti maps customer feedback to specific providers, services, and feedback tags, so businesses can easily monitor problem areas. Dashboards track customer feedback and personas, creating insights that spa staff can use to take informed actions. Individual centres within the brand can also learn from one another’s feedback.

For example, Gene Juarez Salons & Spas monitored feedback to meet customers’ expectations when they reopened after lockdown.

They reported that knowing what clients thought was important and it was great to share positive feedback with the team as they worked with the new changes.

If feedback is negative, the relevant staff member is automatically alerted so they can promptly remedy the situation
Charity Hudnall
Vagaro
photo: Vagaro

Vagaro software allows customers to leave written reviews detailing their experience, as well as a system where customers rate their experience from one to five stars. An overall star rating with the cumulative sum of all customer reviews can be accessed via operators’ Vagaro portal.

Only verified reviews are allowed on Vagaro. This means customers are only able to leave a rating and a written review for a business after they’ve paid for a service. Once the checkout process is complete, the customer receives a prompt in the app to give feedback.

Businesses can also use our form-builder, paired with built-in email marketing to automatically send out post-visit surveys. Completed survey details are saved to clients’ profiles for later reference.

Vagaro can also be tailored to different scenarios based on the type of offering and these come with our verified review functionality.

When spa professionals respond to verified reviews – whether good or bad – potential customers scouting for a spa experience see those responses and determine what their own experience could be like, informing buying decisions.

When clients complete the survey, their feedback will be saved to their customer profile for later reference
Reviews are accessed via the Vagaro portal / photo: Vagaro
FEATURED SUPPLIERS

bbspa_Group's Gabriella Francia talks balancing tradition and tech in spas
For Gabriella Francia, co-founder of bbspa_Group and training manager, the powerful touch of a massage is the stand-out element that makes a spa experience truly unique. [more...]

Swissline’s face-saving summer solutions for oily, acne-prone skin
During the summer, hot and humid weather and pollution can activate excess sebum production, leading to clogged pores and acne. [more...]
+ More featured suppliers  
COMPANY PROFILES
International SPA Association

Since 1991, the International SPA Association has been recognised worldwide as the professional orga [more...]
Robert D. Henry Architects + Interiors

Through architecture and interior design, our goal is to enhance health and wellbeing by utilising b [more...]
+ More profiles  
CATALOGUE GALLERY
 

+ More catalogues  

DIRECTORY
+ More directory  
DIARY

 

22-22 Jun 2024

World Bathing Day

Worldwide,
22-24 Jun 2024

IECSC Las Vegas

Las Vegas Convention Center, Las Vegas, United States
+ More diary  
 
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Tel: +44 (0)1462 431385

©Cybertrek 2024
Uniting the world of spa & wellness
Get Spa Business and Spa Business insider digital magazines FREE
Sign up here ▸
News   Products   Magazine   Subscribe
Software
True picture

Your software can enable the gathering of customer insights to guide your product development and grow profits, as Karen Maxwell reports


Capturing feedback immediately after a spa experience helps operators adapt or improve services to encourage repeat visits and word-of-mouth marketing.

We ask software suppliers how their spa operator clients monitor customer satisfaction levels, what triggers the different stages of the feedback process and how software can be tailored to fit business needs.

Matt Lerner
Mindbody

Mindbody offers a valuable ‘feedback and reviews’ module that can be easily accessed through the software’s marketing suite. This feedback uses Net Promoter Score (NPS) methodology and the generated report gives an NPS score, which can be filtered by date, score range (promoters, passives, or detractors), with or without comments, services provided, staff member, or whether the review is published.

The NPS and comments from customers allow spa operators to identify areas of improvement to continuously enhance the customer experience. After a customer visits a location, they receive a text and/or email asking them to provide feedback within 24 hours of their visit. The software is highly customisable, so each business can decide how frequently to send out the survey, choose text and/or email and configure the colors of their widget.

Customers can also be asked to post on social media and the system will allow them to opt-in to auto publishing to their website.

Feedback uses NPS methodology and can be filtered by date, score range, staff member and whether the review is published
Sal Capizzi
Book4Time
photo: Book4Time

Many of our clients use our software to collect helpful insights to help enhance departmental experiences, treatment menus and services.

The system will automatically know when a guest is ready to be sent a thank you note and survey, as this is triggered automatically after a workflow event, such as a guest or group checking out.

Although some clients aren’t comfortable expressing personal feedback, these surveys can be completed by clients in their own time and can prompt the sharing of deeper insight that may have not been expressed in person. Our ‘schedule task’ feature also allows a repeat of a survey to be sent out within an allotted time frame.

This feedback can be linked to deliver an overall customer satisfaction NPS – with those giving a score of nine or 10 being ‘promoters’ and seven or eight being ‘passive.

With passive clients, a slight facility or experience adjustment can convert them into a promoter. For example, using feedback from our surveys, one of our clients was alerted that their women’s facility was frequently out of complementary products, which resulted in additional products being put out for use during peak times.

Surveys can be completed by clients in their own time – offering deeper insights that may have not been expressed in person
Matthew Prosser
Agilysys
photo: Agilysys

Using our software, a thank you message can be triggered to go out to customers immediately after their spa treatment or wellness activity, to help gather valuable feedback on their experience.

This message can also be adapted to encourage helpful responses on specific aspects of the experience, while a link to a more robust customer feedback survey can also be included in a branded email.

As emails can be customised, spa operators are able to solicit feedback that addresses key challenges at the spa, new treatments and procedures, or any other area where responses can help enhance future experiences and ultimately benefit the business.

These emails can also be manually sent as part of an automated campaign to gather feedback from previous visits to further build a picture of specific customer needs related to the amenities available.

A link to a more robust customer feedback survey can also be included in a branded email
Campaigns can build a picture of specific customer needs / photo: Agilysys
Ricky Daniels
Trybe
photo: Trybe

With Trybe, spa operators can change the template wording of their customer feedback email by tailoring multiple questions, scores out of five or free text answers. They can also use specialist survey software by copying the URL into Trybe’s feedback template setting and this can be included in every automated feedback email that leaves the system.

More importantly, spa operators can also programme the prompt to go out automatically at a time they feel is most beneficial after the customer’s experience. Whether it’s set to the day after or a few days later.

Customer feedback is invaluable to spa operators, which is why our software is compatible with many in-depth survey solutions, which allow operators to gather more comprehensive feedback.

The reporting function is also an indirect way of gaining customer feedback, as operators are able to track the customer journey. For example, the Wave Garden Spa in Snowdonia, UK, used customer feedback to identify why one of its treatments wasn’t selling well, so it audited the treatment and adapted it to suit demand, increasing bookings as a result.

Operators can programme a prompt to go out automatically at the time they feel is most beneficial
Sudheer Koneru
Zenoti
photo: Zenoti

With our software, spas and wellness facilities can invite customers to leave a star rating and their comments, related to their overall experience, via an automated SMS message, an email, or a Customer Mobile App prompt.

If feedback is negative, the relevant staff member is automatically alerted so they can promptly remedy the situation. If feedback is positive, the guest has options to share their experience online (Google, Yelp, etc.)

Zenoti maps customer feedback to specific providers, services, and feedback tags, so businesses can easily monitor problem areas. Dashboards track customer feedback and personas, creating insights that spa staff can use to take informed actions. Individual centres within the brand can also learn from one another’s feedback.

For example, Gene Juarez Salons & Spas monitored feedback to meet customers’ expectations when they reopened after lockdown.

They reported that knowing what clients thought was important and it was great to share positive feedback with the team as they worked with the new changes.

If feedback is negative, the relevant staff member is automatically alerted so they can promptly remedy the situation
Charity Hudnall
Vagaro
photo: Vagaro

Vagaro software allows customers to leave written reviews detailing their experience, as well as a system where customers rate their experience from one to five stars. An overall star rating with the cumulative sum of all customer reviews can be accessed via operators’ Vagaro portal.

Only verified reviews are allowed on Vagaro. This means customers are only able to leave a rating and a written review for a business after they’ve paid for a service. Once the checkout process is complete, the customer receives a prompt in the app to give feedback.

Businesses can also use our form-builder, paired with built-in email marketing to automatically send out post-visit surveys. Completed survey details are saved to clients’ profiles for later reference.

Vagaro can also be tailored to different scenarios based on the type of offering and these come with our verified review functionality.

When spa professionals respond to verified reviews – whether good or bad – potential customers scouting for a spa experience see those responses and determine what their own experience could be like, informing buying decisions.

When clients complete the survey, their feedback will be saved to their customer profile for later reference
Reviews are accessed via the Vagaro portal / photo: Vagaro
LATEST NEWS
World leaders gather at luxury Italian wellness retreat Borgo Egnazia for G7 Summit
The 2024 G7 Summit is now underway at a destination spa resort in Puglia, Italy, with leaders from Canada, France, Germany, Italy, Japan, the UK and the US convening to address some of the world’s most urgent issues.
Minor devises new medi-wellness concept for Anantara, debuting in Phuket in Q3
Minor Hotels CEO Dillip Rajakarier has unveiled plans to introduce an innovative medi-wellness concept to the group's Anantara Hotels, Resorts and Spas brand, with ambitions to expand the concept to additional resorts in the future.
Global Wellness Day 2024 shatters records as 1 billion people unite for wellness and nature
Global Wellness Day (GWD) marked its 13th anniversary on Saturday, 8 June and was reportedly celebrated by a record-breaking 1 billion people worldwide, making it the most successful year yet.
Deepak Chopra-backed wellness resort Ameyalli to open among historic Utah hot springs
Wellness industry figure Deepak Chopra is co-developing a new wellness community and resort focused on wellbeing and longevity in Utah’s Heber Valley, centred around natural geothermal springs.
László Puczkó joins Ensana as senior health spa advisor
European health spa operator Ensana has announced the strategic appointment of Dr László Puczkó as senior health spa advisor.
EU funds Great Spa Towns of Europe youth project to foster intercultural dialogue among spa towns
The Great Spa Towns of Europe (GSTE) has announced the successful approval of its funding application under the European Town Twinning Programme. This funding will support a year- long project named INTERSPACE, aimed at fostering intercultural dialogue among communities within the GSTE network.
Gen Z women are more engaged with physical activity than previous generations, finds Ernst & Young research
According to new research from Ernst & Young, the gap between female and male engagement in sport and physical activity is narrowing, with Gen Z adult female engagement figures on the rise.
Welsh coastal hotel The Quay unveils new-look spa after £1m makeover
North Wales’ four-star The Quay Hotel & Spa in the Deganwy Marina in Conwy has invested £1 million (€1.2 million, US$1.3 million) refreshing its 580sq m destination spa with new wellness facilities.
Ritz-Carlton Reserve to land in South America with tropical retreat in Rio de Janeiro
Marriott is set to bolster its exclusive Ritz-Carlton Reserve portfolio with a brand new property in South America in Costa do Sol, Rio de Janeiro.
Banyan Tree to debut in Caribbean with Oppenheim-designed island retreat
Developer Rockwell Island Development Group (RIDGE) has appointed five-star, global hospitality brand Banyan Tree to manage its new luxury island retreat in Bimini in the Bahamas.
Mandarin Oriental’s new London hotel and urban spa retreat opening 3 June
Reservations are now open for Mandarin Oriental’s second London hotel, Mandarin Oriental Mayfair, set to open on 3 June. The luxury establishment will feature 50 guestrooms, 77 private residences and a luxury underground spa retreat.
GWI unveils latest edition of Hydrothermal Spa & Wellness Development Standards to elevate industry practices
The Global Wellness Institute (GWI) has published the fourth edition of the Guide to Hydrothermal Spa & Wellness Development Standards.
+ More news   
 
FEATURED SUPPLIERS

bbspa_Group's Gabriella Francia talks balancing tradition and tech in spas
For Gabriella Francia, co-founder of bbspa_Group and training manager, the powerful touch of a massage is the stand-out element that makes a spa experience truly unique. [more...]

Swissline’s face-saving summer solutions for oily, acne-prone skin
During the summer, hot and humid weather and pollution can activate excess sebum production, leading to clogged pores and acne. [more...]
+ More featured suppliers  
COMPANY PROFILES
International SPA Association

Since 1991, the International SPA Association has been recognised worldwide as the professional orga [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

DIRECTORY
+ More directory  
DIARY

 

22-22 Jun 2024

World Bathing Day

Worldwide,
22-24 Jun 2024

IECSC Las Vegas

Las Vegas Convention Center, Las Vegas, United States
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media
Tel: +44 (0)1462 431385

©Cybertrek 2024

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS