TRUE PICTURE Your software can enable the gathering of customer insights to guide your product development and grow profits, as Karen Maxwell reports
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apturing feedback immediately after a spa experience helps operators adapt or improve services to encourage repeat visits and word-of-mouth marketing. We ask software suppliers how their spa operator clients monitor customer satisfaction levels, what triggers the different stages of the feedback process and how software can be tailored to fit business needs.
NPS identifies areas for improvement
PHOTO: MINDBODY
MINDBODY
Matt Lerner
Feedback uses NPS methodology and can be filtered by date, score range, staff member and whether the review is published 102 spabusiness.com issue 2 2022
Mindbody offers a valuable ‘feedback and reviews’ module that can be easily accessed through the software’s marketing suite. This feedback uses Net Promoter Score (NPS) methodology and the generated report gives an NPS score, which can be filtered by date, score range (promoters, passives, or detractors), with or without comments, services provided, staff member, or whether the review is published. The NPS and comments from customers allow spa operators to identify areas of improvement to
continuously enhance the customer experience. After a customer visits a location, they receive a text and/or email asking them to provide feedback within 24 hours of their visit. The software is highly customisable, so each business can decide how
frequently to send out the survey, choose text and/ or email and configure the colors of their widget. Customers can also be asked to post on social media and the system will allow them to opt-in to auto publishing to their website.
PHOTO: MINDBODY
Matt Lerner
PHOTO: SHUTTERSTOCK/PUHHHA
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