GET SPA BUSINESS
magazine
Yes! Send me the FREE digital editions of Spa Business and Spa Business insider magazines and the FREE weekly Spa Business and Spa Business insider ezines and breaking news alerts!
Not right now, thanksclose this window
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

How EverySkin increased revenue by going digital with Zenoti
Premium aesthetics spa brand EverySkin wanted to offer guests a modern, digital experience across their six locations – but they were struggling to find the right tools. [more...]

Olympia Beauty 2022 set to inspire spa and beauty professionals this October
Autumn’s biggest beauty event, Olympia Beauty, is set to take place on 2-3 October 2022 at Olympia London, UK. [more...]
+ More featured suppliers  
COMPANY PROFILES
Vinésime

Vinésime is a skincare brand that creates its own active ingredients from selected vineyards in the [more...]
Art of Cryo

Art of Cryo offers a wide range of treatment solutions for whole-body cryo. [more...]
+ More profiles  
CATALOGUE GALLERY
 

+ More catalogues  

VIDEO GALLERY

About us | J Grabner GmbH
More than 30 employees have one thing in common with the company founder Josef Grabner: Their enthusiasm for nature in all its individual facets Find out more...
+ More videos  

DIRECTORY
+ More directory  
DIARY

 

12-13 Sep 2022

2022 Salt Therapy Association Conference

Wyndham Lake Buena Vista Disney Springs® Resort, Lake Buena Vista, United States
12-14 Sep 2022

Spa Life Ireland

Galgorm Spa & Golf Resort , Ballymena, Ireland
+ More diary  
 
ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
 
SPA BUSINESS
SPA OPPORTUNITIES
SPA BUSINESS HANDBOOK
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS
ADVERTISE . CONTACT US

Leisure Media
Tel: +44 (0)1462 431385

©Cybertrek 2022
News   Products   Magazine
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
Remembering Olivia Newton-John – a champion of wellness
Actress, singer and long-term wellness advocate, Dame Olivia Newton-John has died aged 73.
Stress-busting sound wellness treatments debut at Kimpton Charlotte Square Hotel
The wild sounds of the natural world have been captured to create the Swell Room, a new sound wellness room at the Kimpton Charlotte Square Hotel in Edinburgh
Smoke cleansing rituals inspire Brush Creek Ranch’s newly refreshed spa in Wyoming
The Lodge & Spa at Brush Creek Ranch in Saratoga, Wyoming, has opened the doors to its newly renovated spa and wellness centre.
Arch Amenities Group acquires pool management and construction company
Arch Amenities Group (AAG) has acquired US-based pool construction and management company NYS Pool Management.
Soneva Soul launches London Wellness Specialist Network
Barefoot luxury hotel and wellness brand Soneva has announced the launch of the London Wellness Specialist Network as part of its new transformative wellness concept, called Soneva Soul.
The Ranch shares plans for nature-centric retreat in New York’s Hudson Valley
US-based luxury health and wellness brand The Ranch is going to launch its first East Coast destination in the Lower Hudson Valley near Tuxedo Park, New York.
Fritz Lanman appointed CEO at Mindbody
Mindbody has announced that Fritz Lanman will become the company’s new CEO from 3 September 2022. He will succeed Josh McCarter who will join Mindbody’s board of directors.
Philips partners with Nowatch to create cortisol monitor to help people control stressful 'fight or flight' response
Nowatch, a new contender in the expanding biometric fitness tracker market has developed a wearable device, in partnership with Philips, which measures cortisol levels and alerts users about their stress load up to 60 minutes in advance..
Ursula Levine named head of medical services at Lanserhof at The Arts Club
Lanserhof at The Arts Club, Mayfair, London has appointed Dr Ursula Levine as the new head of medical services, effective from August 2022.
Amazon gets into wellness – acquires One Medical in US$3.9bn deal
Amazon has acquired primary healthcare organisation One Medica in a US$3.9bn deal that will see it moving further into the wellness market.
Clinique La Prairie to debut in China in 2023 as part of global rollout strategy
Swiss health and medical spa operator Clinique La Prairie (CLP) is planning to open a health resort in Anji, China, in partnership with Sunjoy Group.
Caroline Mahe-Lea to succeed Marian Harvey as Thalgo Group UK general manager
French marine skincare brand Thalgo has named Caroline Mahe-Lea as the new general manager of its UK branch. She will step up to the role in July after Marian Harvey retires after 38 years in the position.
+ More news   
 
FEATURED SUPPLIERS

How EverySkin increased revenue by going digital with Zenoti
Premium aesthetics spa brand EverySkin wanted to offer guests a modern, digital experience across their six locations – but they were struggling to find the right tools. [more...]

Olympia Beauty 2022 set to inspire spa and beauty professionals this October
Autumn’s biggest beauty event, Olympia Beauty, is set to take place on 2-3 October 2022 at Olympia London, UK. [more...]
+ More featured suppliers  
COMPANY PROFILES
Vinésime

Vinésime is a skincare brand that creates its own active ingredients from selected vineyards in the [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

VIDEO GALLERY

About us | J Grabner GmbH
More than 30 employees have one thing in common with the company founder Josef Grabner: Their enthusiasm for nature in all its individual facets Find out more...
+ More videos  

DIRECTORY
+ More directory  
DIARY

 

12-13 Sep 2022

2022 Salt Therapy Association Conference

Wyndham Lake Buena Vista Disney Springs® Resort, Lake Buena Vista, United States
12-14 Sep 2022

Spa Life Ireland

Galgorm Spa & Golf Resort , Ballymena, Ireland
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media
Tel: +44 (0)1462 431385

©Cybertrek 2022

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