What Do Spa Clients Want?


Today’s economy has 89% of spa-goers seeking treatments for relaxation and stress management. Spa consumers are spending less on luxury and more on necessity, or not spending at all. That’s bad news for today’s spa industry, with some operators seeing 40% less in monthly revenue. This sharp decline in revenue is forcing spa operators to rethink how they are marketing to and providing services to today’s spa consumers.

Coyle Hospitality Group, a market leader in spa quality assurance and spa mystery shopping, announces complimentary access to their research on today’s spa consumers and what they want in spa marketing, sales, on-site experiences, post-visit results and follow-up. Findings from the research are presented in the exclusive report, New Priorities of Today’s Spa Consumer. The report provides significant insights into what affects spa goers’ behaviors including what drives consumers to spas; Web presence and reservation processes; what ‘makes or breaks’ a spa experience; and post-visit follow-up preferences.

This critical research will help spa operators modify their business practices to accommodate the new priorities of today’s spa consumers.

Below is a sampling of topics found in the report:

Advertising: Discover consumers’ new preferences in messaging strategies. Today’s consumers want minimal restrictions and meaningful deals.

Marketing: Consumers are looking online for information. Whether on Facebook, Yelp or Google, consumers are researching everything online. Find out where they are looking and what they are looking for.

Your spa’s website: Today’s consumer wants to read specific information about your spa before visiting. Make sure you are showing them what they want to find.

Booking spa visits: Find out what treatments consumers are willing to book online and how they expect a telephone booking experience to be.

Customer satisfaction: During spa visits, consumers are more aware of the value of their dollar. Everything from staff to quality of services to facilities and atmosphere help shape a consumer’s perception of the spa experience. Find out what fuels dissatisfaction the most and how to best impress clientele.

Follow-up marketing: Research indicates people want unobtrusive and easy forms of follow-up. Keep them coming back by staying in touch using the methods they want.

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