Nowadays, it's hard to imagine a company that wouldn’t put customer satisfaction in the spotlight. After all, satisfied customers usually come back to buy more, tell friends and relatives about their successful experiences, and – most importantly – advertise a beloved brand with great zeal. Business marketing professionals agree that the cost of customer retention is five times lower than attracting a new one. Therefore, companies must review customer satisfaction with surveys.
Customer satisfaction surveys are an extremely effective way to measure customer loyalty for businesses based outside of the digital realm, for example, the beauty services industry.
Free Customer Satisfaction Survey Template
According to a study conducted by Accenture
68% of all customers changed their service providers due to poor service.
And the beauty industry is not an exception to the rule. Even if your beauty salon and spa offer competitive prices, negative feedback, in the long run, may lead to bankruptcy. So, how can you maintain the customer satisfaction rate? Customer satisfaction surveys are an answer!
Building Customer Satisfaction in Beauty Salon
The key to establishing close, amicable relationships with customers is listening and using customer feedback. You should make sure that the entire company is on the same page and focuses its efforts on building a cohesive customer feedback collection and data analysis strategy.
Reviewing your current customer satisfaction 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 review sites, and sentiment 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 similar products and services, it is 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 customer feedback tool to collect customers’ opinions and make improvements to your salon beauty or spa accordingly.
Respond to Users’ Questions and Concerns
all your customers will appreciate quick response time. When a customer comes to your beauty salon or spa and has some questions or concerns she needs a speedy answer from you. If you don’t answer their questions quickly enough, they may become disappointed and stop using your services.
Even if you don’t have the answer to their concerns today, 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.
Use Beauty Industry Customer Satisfaction Surveys
If you want to make your beauty salon or spa 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
- 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.
Always keep in mind that your customers will 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 beauty salon or spa. 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.