Customer Satisfaction Surveys

What can you learn about your salon customer service?

A key part of running a successful salon is listening to your clients and learning about their experiences. By asking them to participate in a customer satisfaction survey, you’ll be able to evaluate responses and decide if changes are needed to operations or marketing. A survey that looks at spa or salon customer service will provide you with valuable information about your business. You can use this insight to improve client satisfaction and customer retention.

Writing Customer Service Survey Questions

Developing customer satisfaction survey questions for your salon will be time well spent. A simple survey gives your customers a voice where they can offer praise or suggestions. Plus, it’s the perfect opportunity to ask clients for a testimonial! Consider offering an incentive to encourage participation, such as a code for 15% off a service. You may find clients are more likely to fill out paper or electronic surveys during their visit. If you prefer, the survey could be emailed shortly after the service. 

The following tips could help as you write your salon customer survey questions:

• Decide on a theme, such as general satisfaction or product preferences.
• Keep the survey short. Many surveys can be completed in 5 minutes.
• Ask respondents for satisfaction ratings early in the survey.
• Make your satisfaction ranges simple, such as 1 to 5 stars.
• Cover only one topic in each question.
• Consider an open field where customers can type in comments.
• Place questions requiring more thought toward the end of the survey.
• Use the “you” voice when creating questions.

Best Practices

Salon or Spa Feedback Forms

When you don’t want to create a full survey, salon or spa feedback forms are an option. They usually touch on one area or a single experience. You can pass out client feedback forms or cards at the end of appointments. Remember, when you text a request for feedback, it should only be a few lines, such as: 

“Thank you for coming in to our nail salon. Could you rate your service from 
1 (below average) to 5 (excellent)? You’ll get 10% off your next manicure.”

Polls are another way to gather salon customer input on a specific subject. For example, you might ask clients to vote for their favorite service or product at your spa. If you want to do a complete survey, there are a number of reputable survey builders to select from online. Look at a few websites to find the best one for your salon. Services like SurveyMonkey, Google Forms and Listen 360, as well as salon management software, like Phorest, let you create questions yourself or by using a customer service survey template.​​​​​​​

​​​​​​Salon Survey Results and Analysis

Be sure to choose a salon survey tool that supports simple results analysis so you can:

Create action plans. Divide any action items into immediate, short- and long-term goals. Assign team members to help make the changes. 

​​​​​​​Record customer suggestions. Decide on a format for recording input. Make note of valid suggestions that you can’t accomplish right away so you can return to them later.

Keep track of response rates. If a survey isn’t well received, think about adjusting your questions or the length. Compare your response rates on email versus in-salon surveys. 

Share feedback. Tell your team about the survey results if you think it’s appropriate, and let them partner with you in making the salon or spa a welcoming environment. When sending out customer satisfaction surveys for beauty salons, you may receive some negative responses. If the feedback is fair, do your best to address the issue. You’ll also receive compliments that motivate you to continue delivering great customer service.