What is the best way to find out about your clients’ experience? When it comes to learning about your client base, there is rarely anything more effective than a customer survey. For decades, surveys have given guests a chance to voice their opinions or concerns about a business. A well thought out survey can open the lines of communication between you and your guests, and even help predict your clients’ behavior.

The most common way to survey clients is at the time of checkout after the service; however, technology now allows you to send a survey post service, via e-mail. Each method has its advantages and disadvantages, but we have found giving the survey in person to have the highest rate of completion.

Here Are the Top Questions You May Ask Your Guests

 How long did it take our staff to acknowledge you after you arrived?

Who Provided Service?

Did your Service Provider start your appointment on time?

Yes / No

Do you feel you received a thorough consultation prior to services rendered?

Yes / No

Do you feel your Service Provider understood your needs?

Yes / No

Did your Service Provider recommend products during your appointment?

Yes / No

Did you purchase products for home maintenance?

Yes / No

Did your Service Provider mention any other services or current promotions with the salon?

Yes / No

What was your overall front desk experience?

Would you re-visit our salon in the near future?

Yes / No

Were you asked by the front desk or Service Provider to schedule your next appointment?

Yes / No

Would you be willing to recommend a friend or family member?

Yes / No

Do you feel the services you received were worth the money you spent?

Yes / No

How to Get the Survey Filled Out

If you feel the client does not wish to fill out the survey in person due to a lack of time, mention to them they will receive it via e-mail as well. Sending e-mails is the quickest way to gain insight into the clients’ experience. Email is also the least intrusive way to conduct a survey, something some guests may appreciate.

Email is fast, easy, convenient, and may appeal to more of your clients because it can be done on their own time. If you are worried your clients won’t be motivated to complete a survey, give them an incentive and offer loyalty points! According to ExactTarget, 70% of people say they always open emails from their favorite companies.

If your salon or spa is not taking advantage of client surveys, it’s time to start today! Surveys can improve the overall experience of your guests and help you better cater to your clients’ needs.