Salon client survey reveals that clients generally satisfied but not overly impressed

Survey suggests salon clients willing to pay more for better time management and better service

Executive Summary

Listening to the feedback of beauty salon clients is critical to maintain and to improve client retention rates. Salon owners must have a firm understanding of their clients’ expectations, needs, and willingness to pay for particular services to make the best business decisions.

We conducted a survey of regular salon guests (all women) to review their satisfaction with their salon experiences. Although most women are generally satisfied, our survey results revealed that many have not recently experienced a truly memorable salon visit.

Our research showed that salon owners who want to increase their client retention rate should focus on the improvement in the following areas: 1) time management, 2) customer service skills of their entire staff, 3) consultations, and 4) process to accept client appointments. The results also revealed that 38% of women will simply seek to find a new stylist when dissatisfied with their salon experience.

In conclusion, clients expect salons to pay attention to customer service along with processing hair. The salons that are willing to go the extra mile to provide memorable experiences will be able to enjoy higher than average client retention rates and superior profits.

Read the complete salon client experience summary report here

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