Business marketing professionals unanimously agree that the cost of customer retention is five times lower than attracting a new one. Therefore, companies must review customer satisfaction rates with surveys.
Satisfaction surveys are also an extremely effective way to measure customer loyalty for businesses based outside of the digital realm, for example, the beauty services industry.
According to a study conducted by Accenture, 68% of all customers changed their service providers due to poor service. The beauty industry is not an exception to it.
Even if your salon and spa centers offer competitive prices, too many negative reviews, in the long run, may lead to bankruptcy. So, how can you maintain the customer satisfaction rate with surveys? Let’s find out.
Instate a Method of Collecting Feedback from Customers
The key to establishing close, amicable relationships with customers is learning to listen and use the information coming directly from them. As simple as that.
You should make sure that the entire company is on the same page and focuses its efforts on building a cohesive feedback collection and analysis strategy.
Think – reviewing your current work processes or checking what you can learn about your customers from data collection systems such as CRMs, to name a few.
Also, if you’ve been reluctant about monitoring and participating in external opinion sites, and what is being said about you on social networks, you should change this immediately.
This is especially important for services industries, as what is being said and written about you is likely reviewed by a daunting majority of potential customers.
If you and your competitors have very similar products and services, it is very important for you to know why customers do not buy from you regularly. It is possible that these buyers may not be able to find out what makes your services stand out from the crowd.
You can use beauty salon software or a dedicated feedback tool to collect customers’ opinions and make improvements to your salon and spa center accordingly.
Now, to the next step…
Respond to Users’ Questions and Concerns
Quick response time is appreciated by almost all customers who actively interact with your brand and buy commodities from you.
When a customer comes to your salon and spa center and comes up with some questions and concerns (or does so via your website/social media page) he/she expects a speedy answer from you.
If you don’t answer their questions quickly, they may become displeased and stop using your services. Even if you don’t have the answer to their concerns yet, it is important that you respond and let them know you’re processing their inquiry.
Quick answers – even if just to confirm you’ve noted their questions – can keep your customers associated with your brand and give you the opportunity to further grow your positive brand image.
Know More About Your Customers with Beauty Industry Surveys
If you want to make your beauty salon or spa center more popular, you should know your target audience and the ways to interact with them very well. Examine the size of the market for the goods and services you sell.
Segment customers into different groups based on their age, income, gender, place of residence, purchases made in the past, etc. If you sell cosmetics, then understand the differences in desires and purchasing habits of the teenage segment and those over fifty.
It will be very difficult for you to get customers in all age segments at once in case you are trying to attract them to one product. The goal of market segmentation is to group potential customers into segments that are likely to have similar consumer tastes and habits.
This can be a daunting task for many individuals. You can use hair beauty salon appointment software for the automatic collection, storage, and segmentation of customer data and meeting user needs in a timely manner.
Happy Staff = Happy Customer
A happy staff is always considered as a happy customer because he/she is filled with positive energy and can go the extra mile to satisfy customer demands and encourage them to make transactions.
Always keep in mind that visitors can be satisfied only if they are served by happy staff members who meet and see them off with a sincere smile and an open mind. Remember that no one wants to look at your sour and dissatisfied faces.
The tough reality is that customers do not care about your problems – they’ve come to receive the services they’ve paid for. So, provide a friendly working environment for your salon staff and make them happy.
They will work with a positive mind, collect feedback from customers and provide them with high-quality services every day, which will increase customer satisfaction to a great extent.
Fully satisfied and happy customers are the basis of a resurgent salon and spa center. They advertise your brand and add more customers to it. So, take the above-mentioned steps to satisfy your customers & get more businesses from them. Best of Luck!