When it comes to knowing what your clients think about your spa, staff, or services, you might be surprised to learn what they’re actually thinking. Unless you’re a mind reader, you might never know what your clients’ likes, dislikes, and opinions are without asking them directly.
The best way to find out this valuable information is to have them fill out a client experience questionnaire before they leave the spa. Gathering and analyzing this information is an important tool you can use to determine local spa trends, treatment satisfaction, and how your staff is perceived.
Think about what specific information you might want to know when creating your client experience questionnaire. Ask questions about how they were greeted, waiting times, quality of service, cleanliness, efficiency and friendliness of the staff, what they liked best and least, suggestions for improvement, spa treatment requests, and/or their overall spa experience.
However, don’t ask more than about ten questions because your clients will be ready to leave and may lose their patience quickly if you keep them there too long after their treatments. If necessary, mail the questionnaires to their homes and consider offering discounts to encourage them to mail the cards back.
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