Your salon or spa needs feedback from your clients, but speaking in person can be awkward and many clients often lie about their experience to be nice. Here are 5 ways email surveys can help improve your business!
What’s Your NPS?
‘NPS’ stands for Net Promoter Score, which the Harvard Business Review touts as the most important data point for growth. NPS measures your customers’ experience, gauges their loyalty, and predicts business growth by determining whether they are likely to refer people to your salon or spa. Put simply, your NPS score is the average client answer to the question: “How likely are you to recommend our salon or spa to a friend or colleague?”
Determining your NPS is crucial to your business success. Your NPS will reflect your current performance and help inform how you can increase retention and growth. The best way to discover your NPS is through email surveys that are fast, easy, convenient, and less intrusive & awkward than trying to interview your clients in person.
5 Reasons You Need Email Surveys
- HONESTY. It’s human nature to avoid confrontation or hurt someone’s feelings. Email surveys that ask general questions make the feedback process less personal, giving clients the freedom to answer honestly about their experience and giving your business more reliable information.
- DATA. In-person questions or paper questionnaires don’t provide the detail your business needs to make decisions. Email surveys from ProSolutions give instant, aggregated data that automatically displays through easily readable charts and graphs. Saving you time and money.
- RETENTION. Collecting survey responses make it easy to identify unhappy clients so you can actively address their issues. Clients appreciate when you take the time to listen to their concerns and try to improve their experience. This attention to detail helps increase the odds they’ll return!
- GROWTH. Word of mouth promotion is the best way to grow your business, and it costs nothing! If clients are not recommending your business to their network, NPS email surveys can help you understand why. Addressing and fixing these issues will increase your organic growth.
- EMPLOYEE PERFORMANCE. Although you may love your employees, it’s important to know what your clients think of your staff. Recurring email surveys can help you stay on top of your team’s performance and give you tremendous insight into how your service providers are doing.
Start Sending Surveys Today!
Every subscription of ProSolutions Software includes NPS email surveys for free! You can create your own branded surveys with up to 10 unique questions. Your surveys can be emailed to any targeted group of clients you’d like to hear from. Once your survey is sent, the answers are viewable in an online portal that displays the data in easily readable charts and graphs. If you are worried your clients won’t be motivated to complete a survey, consider offering them some sort of incentive such as a discount or loyalty rewards points!
