Keep your finger on the pulse with guest feedback

Zenoti feedback and reviews provide deep insights on various business processes at your salon or spa. The feedback system can be programmed to collect both detailed and basic information, and almost all processes can be rated individually. From booking and check-in simplicity to provider friendliness and payment convenience, the system can collect feedback on a wide range of processes, followed by an overall experience rating to understand how satisfied your guests are. Based on the feedback, the salon or spa management team can decide what parts of the business should be improved to enhance the overall guest experience.

Ideally, it’s best to encourage all guests to provide feedback on the services provided to them. However, you can’t please everyone, so some guests may leave negative reviews. If it happens, it’s best to flag that review for further investigation to determine what exactly transpired at the appointment. During this process, it’s important to reach out to the guest to ask follow-up questions, to fully understand the issue and gauge the authenticity of the review. This must be followed up by discussing the visit with affected team members to get a full picture of the situation. If you find that the concerns were legitimate, it is important to promptly apologize and offer a solution to the guest.

The purpose of reviewing and moderating guest feedback is to ensure that reviews are fair and balanced. On one hand, guests should have the opportunity to rate their experience and cite areas of improvement. On the other hand, your salon or spa business should not suffer due to incorrect or malicious reviews. The moderation process helps you ensure that only genuine feedback is recorded in the system or made public, by reviewing authenticity, language, and the reviewer’s identity. Further, by defining ratings criteria, you can ensure that the assessment process is standardized.

Let’s be honest, everyone loves to be heard – and your clients are no different. Thus, as a business operating in the beauty industry, it is important that you allow your guests an opportunity to leave feedback. By encouraging guests to rate your service on multiple criteria, you can see where your team is exceeding guest expectations – and where there is room for improvement. Use the feedback to understand guest expectations and improve your business, services, and providers. The Zenoti feedback solution is designed to analyze reviews to highlight poor ratings and help you solve issues quickly. As a result, you can increase guest satisfaction and prevent churn.