One of the most important aspects of running a successful wellness business - no matter how big or small - is understanding how customers perceive your services.
Outside perspectives can help respond to changing demands in the industry and open up new opportunities for your business, as well as provide invaluable insights into what drives customer satisfaction levels. It will help you identify areas for improvement and growth, uphold quality assurance, and build better relationships with your customers.
Different ways to get customer feedback
Surveys or Feedback Forms are one of the most effective ways to gather customer feedback, as they allow you to ask customers directly about their experiences with your business immediately after a service or product has been rendered. With these forms, you can also ask specific questions about your service, so it's a great way to get insight into aspects of your wellness business that customers wouldn't normally provide feedback on.
Whether you choose to acquire responses to your surveys digitally or manually by a physical form depends on your business structure, the services you offer, and your customers. Online forms or surveys offer a great way to export the results easily and are geared towards a customer base that is more tech-savvy. And while physical forms would require additional time to collate, it may be the easier way for wellness businesses that have physical stores to get the responses they need. It won't require any device to fill up and can simply be handed to the customer after the service has been rendered.
From our experience as spa consultants, spa business owners mostly opt for physical forms because it allows them to get immediate responses and is generally easier for their customers. Another thing they consider is whether asking their patrons to pull out their phones or providing them with a computer station to acquire feedback digitally can potentially work against their purpose of providing a conducive environment for relaxation
If you're a spa business owner or you're in your planning phase of bringing your spa business idea to life - we highly recommend taking a look at our Spa Feedback Form Template. It's a professionally designed feedback form we've developed through our years of consulting for spa business owners. We also left there a video introduction of the resource so you can better understand how it applies to your business.
Online Reviews such as those provided through your website, a site mainly for reviews like productreview.com.au, or your Google Business Profile account allow customers to voluntarily leave reviews and comments on their experiences with your business.
Going through these reviews will give you information about gaps you may need to fill and services you can improve on. These reviews are also publicly visible, which is a great way for other potential customers to understand your services or products better and encourage them to try them out for themselves.
Social media can be invaluable for gathering customer feedback from your followers. Keep an eye out for mentions, comments and reviews and use them as opportunities to engage in meaningful conversations with your customers. Aside from the ability to actively engage with your customers, another great value of social media reviews for your wellness business is that it allows you to reach an extended audience through your followers.
No matter which method you choose, customer feedback is essential for the growth and success of your wellness business. It encourages better customer service, helps you improve and develop new services, and ultimately leads to a stronger relationship with your customers. With the right tools in place, gathering customer feedback can be an easy process that will help you stay on top of trends and ensure satisfaction for your patrons.
Continue providing excellent services as well as customer-focused initiatives to ensure that customers are happy with the experience they get in your wellness business. You can also set up reminders and notifications on your management tools so you won't forget to contact customers for feedback and surveys, or better yet, include feedback gathering in your customer journey process!
Blue Skies,
Sam and Sonja