Running a spa isn’t just about providing facials, massages, or beauty treatments—it’s about creating a tranquil experience that leaves customers relaxed, refreshed, and eager to return. However, knowing how your clients truly feel about their experience requires more than just gauging their mood when they leave.
Spas are often bustling, with appointments scheduled back-to-back. It’s easy to assume that if clients keep booking, they’re satisfied. But have you ever wondered, “What did they really think about their visit to your Spa?”
Why Customer Feedback Matters for Spas
In the wellness industry, customer satisfaction is essential for repeat business and positive word-of-mouth referrals. But here’s the reality:
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Customers may not express their concerns in person: Many spa-goers, even if they experience discomfort or dissatisfaction, may not voice their concerns while in the serene environment of a spa.
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Some will leave quietly. Clients might not return without giving you any indication that something was wrong, leaving you guessing.
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Worse yet, negative experiences can spread silently: Unhappy clients may not tell you directly but could share their negative experience with friends, family, or post 1-star or unfavorable online reviews, tarnishing your spa’s reputation.
In most cases, a new client visit is made upon someone else’s good experience and recommendation with your Spa.
That’s why collecting customer feedback is crucial for improving client satisfaction, ensuring retention, winning over new potential customers and building a strong reputation for your spa.
4 Common Challenges Spas Face Without Feedback
Without a structured feedback system, spas encounter several challenges:
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Silent Dissatisfaction: Many clients might not feel comfortable voicing complaints in person, whether it's about the ambiance, the quality of treatments, or the behavior of staff. They may simply stop returning without explanation, leaving you in the dark about what went wrong.
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Unpredictable Client Retention: Even long-term clients might suddenly stop booking appointments after an unsatisfactory experience. Without feedback, it’s impossible to pinpoint what needs improvement.
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Diverse Client Preferences: Some clients prioritize relaxation and ambiance, while others are focused on the effectiveness of treatments. Without knowing what they value, it’s difficult to tailor your services.
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Reputation at Stake: In the age of online reviews, a negative review can deter potential clients. Addressing concerns before they escalate is essential for protecting your spa’s reputation.
Overcoming Spa Challenges with Customer Feedback
So now that we’ve talked about the importance of customer feedback and the common issues spas face, let’s dive into how you can start solving these problems.
Collecting feedback doesn’t have to be difficult, time-consuming, or awkward. In fact, with today’s technology, it’s easier than ever to gather actionable insights from your customers. And that’s where Spokk comes in—your ultimate feedback assistant. But more on that in a moment.
Introducing Spokk: The Effortless Way to Collect Spa Feedback
Imagine if collecting client feedback was as simple as sending a quick message—and it only took clients less than 10 seconds to respond. That’s exactly what Spokk offers.
Spokk is a feedback tool designed to help spas like yours easily collect customer feedback without the hassle.
5 Game-Changing Ways Spokk Simplifies Customer Feedback Collection
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Share Feedback Link via SMS: After an appointment, send your clients a feedback link directly to their phone. No complicated forms, no fuss—It’s quick, easy, and takes less than 10 seconds to complete.
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Customizable Feedback Forms: Whether you want feedback on your spa’s cleanliness, ambiance, or the quality of treatments, Spokk allows you to customize forms to gather the insights that matter most to your spa. Refer below for the feedback attributes you can use for your spa.
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Get Staff and Treatment Feedback: Spokk helps you collect feedback on individual therapists and treatments, giving you a clear picture of where your spa excels and who might need more support to do better next time.
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Get Written Feedback: Sometimes star ratings aren’t enough. With Spokk, clients can leave written comments, providing deeper insights into their experience at your Spa.
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Turn Feedback into Public Reviews: Struggling with getting clients to leave public reviews? Clients find doing it annoying for two main reasons; it’s time consuming & clients do not know what to write. With Spokk’s AI-powered feature, a customized review draft is automatically generated based on the clients’ feedback. With just a simple copy & paste, clients can easily post their reviews online and boost your spa’s reputation.
Once a customer submits feedback, you can:
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Reply to feedback. Get in touch with your customer to fix client complaints, keep track of the clients you have & need to respond to. Keep your after sales conversations on point to offer your clients a more personalized touch.
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Send coupons. Reward your client with a coupon for their valuable & actionable feedback. Fix negative experiences & appreciate good feedback. Use coupons to keep your clients happy and to secure their next visit with you.
Get started with Spokk now!
Use the following tips to manage customer feedback with Spokk.
Use Spokk to Gather the Feedback Attributes Your Spa Needs
Here are some key areas to focus on when collecting feedback for your spa:
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Treatment Satisfaction: A simple star rating on service quality can give you insight into how well your treatments are being received. How did your clients feel about your service? Was their foot, body or head massage exactly what they expected? Did clients feel their treatment addressed their concerns?
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Product Quality: With a growing concern on products used, you need to know if your clients are truly happy with the products you use on their hair, skin and nails. Do they consider it to be of good quality? Any side-effects reported? Feedback on products can help you identify if you need to make any changes, if necessary.
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Ambiance: Spas are known for their peaceful, luxurious atmosphere. Collect feedback on whether the ambiance lived up to client expectations. Ask for feedback on whether clients felt comfortable and if the spa was clean and inviting. These details can make or break someone’s experience.
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Wait Times: Was the client’s appointment on schedule? Feedback on wait times in the lobby and treatment rooms can help you improve scheduling. Did the clients have to wait too long? Was booking their appointment easy? These logistical details can often be overlooked, but they’re key to a smooth customer experience.
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Staff Interaction: Customers don't just interact with the service—they interact with your team. How did clients feel about their interaction with receptionists, therapists, and other staff? Were they made to feel welcome and comfortable? Did the masseuse listen to their preferences? Feedback on staff interaction can highlight who’s excelling and where there may be room for improvement.
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Overall Experience: A final star rating or comment on the overall experience gives you a snapshot of how your clients felt during their visit.
How Spas Should Respond to Feedback: Keep it Personal
Once you’ve started collecting feedback, the next step is just as important: responding. Whether the feedback is positive or negative, how you reply speaks volumes about your Spa’s care and professionalism.
Responding to feedback doesn’t have to be time-consuming. With the right approach, you can acknowledge your customers in a way that feels personal and thoughtful, strengthening the relationship and building loyalty.
Responding to Positive Feedback
When a customer leaves glowing feedback, it’s your time to shine! A quick, heartfelt response shows you appreciate their kind words and value their loyalty. Here’s a simple formula: thank them, mention something specific, and invite them back.
Sample Template for Positive Feedback:
Hi [Client's Name],
Thank you for your lovely feedback! We’re thrilled that you enjoyed [specific treatment] and had a relaxing time at our spa. We look forward to seeing you again soon! If there’s anything more we can do to enhance your experience, let us know.
Warm regards,
[Your Spa's Name]
Why this works: This response is short, personalized, and highlights the staff member, which adds a personal touch. It also leaves the door open for future visits, encouraging ongoing loyalty.
Responding to Negative Feedback
Negative feedback is tough, but it’s also an opportunity to turn things around. Responding with empathy, understanding, and a solution can win back unhappy customers. Remember: never get defensive, and always offer a way to fix the issue.
Sample Template for Negative Feedback:
Hi [Client's Name],
We’re sorry to hear that your recent visit didn’t meet expectations, especially with [specific issue]. We truly value your feedback and would love to make it right. Please reach out to us at [contact information] so we can discuss how we can improve your experience. Your satisfaction is important to us.
Warm regards,
[Your Spa's Name]
Why this works: This response shows empathy and takes responsibility without being defensive. It offers a clear path to resolution and invites the customer to continue the conversation privately, keeping things professional and constructive.
Responding to Neutral Feedback
Sometimes feedback is neither glowing nor negative—it’s somewhere in between. This is a chance to show your attentiveness and commitment to improvement.
Sample Template for Neutral Feedback:
Hi [Client's Name],
Thank you for taking the time to share your thoughts. We appreciate your feedback on your [specific service] and are always looking for ways to improve. If there’s anything specific you think we could do better, please don’t hesitate to let us know! We hope to see you again soon.
Kind regards, [Your Spa’s Name]
Why this works: It acknowledges the feedback and invites further details, showing you’re always striving to improve. It's polite, concise, and leaves the door open for future visits.
The Importance of Personalization
For all your responses, try to add personal touches like using the client’s name, referencing specific services, or mentioning staff members by name. This helps client feel like they’re not just a number, but a valued part of your spa family.
This approach will keep your responses brief but meaningful, making the customers feel valued and seen. Use the above customizable templates to make responding easy. Spa owners/management can tweak to fit their unique style.
Analyze and Act on Feedback for Your Spa with Spokk
Collecting feedback is just the start—analyzing and acting on it is where Spokk shines.
1. Spot Patterns and Trends
Look for common patterns in feedback. Are clients consistently praising particular treatments or staff members more? Are there recurring complaints about the ambiance or a particular masseuse?
Tip: Focus on the most common feedback, good and bad. This helps prioritize what needs fixing.
Action: Use positive feedback to recognize staff and enhance popular treatments. Address any common issues, such as improving ambiance or wait times.
2. Pay Attention to Star Ratings for Quick Insights
Star ratings give you an overall snapshot of customer satisfaction. On Spokk, clients can rate specific aspects of their experience at your spa, from the quality of service to the spa’s atmosphere. Look closely at any ratings of 3 stars or below.
Tip: Pay special attention to clients who leave 3 stars or less. This is a sign that something went wrong, and it’s your chance to step in and make it right. These are opportunities to step in and resolve issues.
Action: For clients who leave lower ratings, reach out directly with a personalized message (you can even use the template we shared earlier!). Offer them a solution or invite them to return for a better experience at your spa—this can turn a frustrated client into a loyal one.
3. Keep an eye on Written Feedback for Deeper Insights
Written feedback tells you the “why” behind those ratings & the real details of a client’s experience at your spa. Spokk makes it easy for clients to leave quick, insightful comments.
Tip: Pay close attention to the specific language clients use. Are they mentioning a particular service or masseuse they weren’t happy with? Is there a recurring issue with communication? Written feedback gives you a fuller picture of what’s going well and what needs work.
Action: If clients are consistently commenting on how rushed they felt during their appointments, consider adjusting how much time you allocate per client or training staff to spend more time communicating with them. For feedback praising staff, pass on the positive comments in team meetings to keep morale high!
4. Look for Opportunities to Improve Staff Performance
Spokk lets you track individual staff feedback, showing who’s excelling and who may need extra support based on direct client feedback.
Tip: Use this data to identify your top performers and those who might need a little more coaching. Celebrating staff who receive positive feedback motivates them and sets a great example for the team. Coaching the staff that needs help in a particular area will perform better next time and get you more top performers.
Action: Reward high-performing staff and offer coaching/extra help where needed to raise the overall service quality & its consistency. It’s crucial for customers to keep coming back to you for the service you offer.
5. Turn Positive Feedback into Reviews
One of the best things about Spokk is that it helps you turn happy customers into public advocates by allowing posting public reviews easily with AI-review drafts. Positive reviews are like gold for any spa—they attract new clients and boost your online reputation. One great spa treatment, makes family & friends want to know where it was done.
Tip: Send a follow-up to 4- and 5-star clients encouraging them to share their review publicly. Use Spokk’s review draft feature to encourage clients to post their feedback publicly. The easier you make it for them, the more likely they are to leave a glowing review.
Action: Send a follow up SMS and thank your 4- and 5-star clients and encourage them to share their experience online. With the pre-written review draft, all they have to do is post!
6. Set Goals and Track Progress
As you analyze feedback, it’s important to set goals for improvement. Feedback helps you set clear goals, like reducing wait times or improving service quality at your spa. Spokk lets you track how your spa is performing over time.
Tip: Regularly review the feedback trends to track your progress over time. Are fewer clients mentioning long wait times? Are you seeing an increase in 5-star reviews for certain services?
Action: Use this feedback to adjust your goals and strategies. Celebrate the wins, and make necessary changes where you see room for improvement. Keeping a pulse on client satisfaction through Spokk ensures that your spa is always moving forward.
Start Improving Client Satisfaction with Spokk Today
Get started with Spokk and transform how your spa collects, analyzes, and responds to feedback. With Spokk, you can ensure every client leaves relaxed and satisfied, helping your spa grow and thrive!
