Personal Care and Fitness
Customer satisfaction tracking for beauty salons and spas
In beauty and care services, customers judge hygiene, trust and the specialist's attention along with the result. With package services, every session affects the next purchase decision. Comvo measures the post-session experience, shows results by specialist and service and helps you notice dissatisfaction before the package ends.
Key challenges in the industry
-
Expectations about results
If expectations about the treatment result are not managed well, dissatisfaction follows.
-
Trust in hygiene
Any doubt about hygiene often leads the customer not to return.
-
Package renewal
If satisfaction is not tracked for each session, problems with package services are noticed only when the package ends.
-
Specialist-dependent experience
The experience depends largely on the specialist performing the treatment.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Appointment and consultation
- Treatment session
- Hygiene and ambience
- Package sales
- Product recommendations
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your center. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 After the session, the customer receives a survey by SMS; the response is linked to the specialist and the service.
- 2 A low score is assigned to the center manager as a case.
- 3 The customer is called, expectations and results are discussed and an additional session is scheduled if needed.
- 4 Satisfaction of package customers is tracked session by session.
- 5 Customers are invited to leave a Google review.
Sample alert rules
- If the hygiene score is 2 or lower, a case is assigned to the center manager with an 8-hour resolution time and critical priority.
- If the treatment result score is 2 or lower, the case is forwarded to the specialist concerned and the center manager.
- If a package customer gives a satisfaction score of 2 or lower in two consecutive sessions, a notification is sent to the center manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
-
Satisfaction by specialist
You see each specialist's impact on the customer experience.
-
Results by service type
You measure satisfaction with results by treatment type.
-
Perceived hygiene
You compare hygiene scores across branches.
-
Online reputation
You track the Google rating and response rate.
Key modules
- Survey Management Branded, mobile-friendly surveys Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
Is it known which service is being rated?
Yes. The survey sent after the session carries the service and specialist information, and reports work with these breakdowns.
Is customer data safe?
Personal data is masked according to permissions, the privacy notice is presented in the survey and data is deleted automatically at the end of the retention period.
We have several branches. Can we compare them?
Yes. Branches are separate units, and headquarters compares all branches with the same criteria.
Let us map out a scenario for your industry together.
Share your center structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.