How to Write a Hair Salon Customer Satisfaction Survey

The best way to know how well your salon or spa is doing is to ask your customers – to deep dive into what’s working well, and even more so, what isn’t. Because people typically hesitate to complain, especially about the little things, it’s hard to know what exactly to fix if you don’t see what’s wrong. A customer satisfaction survey is one way to take the pulse of your salon or spa and to find the areas that could use improvement.

Before starting your salon survey, consider these things:

What You Hope to Gain

Be sure that you are ready for a little constructive criticism. It’s never easy to receive anything but positive reviews, especially for those of us in a creative field. However, if you can come to terms with the fact that this exercise is for the benefit of your business and is an opportunity for improvement, you’ll come out the other end much wiser for the wear.

How the Survey is Given

There are several ways to conduct a survey, from old school suggestion boxes to intricate online surveys. However, some of the most efficient methods involve using direct email, like through a mass email program, or online platforms like Survey Monkey. Some of these platforms allow for anonymous responses by customers and/or offer templates or even beauty salon questionnaire examples to help get you started.

Client Motivation for Filling Out a Survey

Although many clients are happy to answer a customer satisfaction survey, others may need a little prompting. In such a case, consider offering bonus rewards points, a discount off of future services or add-on service, or a drawing for a larger prize.

Question Wording

How you poise your survey questions, and the options for responding will have a direct impact on the feedback you gain. If the questions are too vague, are misworded, or there is not enough of a range to detect subtle nuances, your efforts may be futile. For example, merely asking a client if they are happy with their service will likely not gain much feedback beyond a yes or no answer.  However, having a wide scale for your clients to use for a response and asking a question such as: “How likely are you to recommend us to a friend or family member?” will help detect patterns and prompt an appropriate action. You can also ask something like “What one thing would help make your salon/spa experience better?” and leave space for a fill-in answer. Multiple choice questions are effective if you have several solutions in mind and want help prioritizing the options. All of these ways let customers know that you actually want honest feedback.

Let’s Get Started

Now that you have a good understanding of why you are conducting a survey and you are willing to seize the opportunity to improve your salon or spa’s methodology, let’s dive into the wording. Here’s some suggested questionnaire verbiage examples to consider:

First-time client:

Thank you for choosing our salon/spa for your recent services/treatments. We do hope that you enjoyed your time with us and will come back to see us very soon. In the meantime, let us know how we did.

• Did staff promptly greet you once you arrived?
• Was your service provider running on time?
• Did you receive a thorough consultation before your services?
• How well did your service provider understand your needs and achieve your desired results?
• Did they recommend products for at-home care?
• Were you asked by staff to schedule your next appointment?
• How was your overall front desk experience?
• How well do you feel the services you received were worth the money you spent?
• How likely is it that you’ll re-visit our salon/spa soon?
• How likely are you to recommend our salon/spa to your family or friends?

Long-term customer:

To provide the best possible customer service, we’re reaching out to find out how we’re doing. We’d love your honest feedback so that we can make your salon/spa experience even better. Please take a few moments for our questionnaire.

• How promptly does staff typically greet you once you arrive?
• Is your service provider usually running on time?
• Do you feel your service provider understands your needs and delivers on your expectations?
• What do you wish they would do differently? (multiple choice or blank area to respond)
• Does your service provider recommend maintenance products during your appointments?
• Is your checkout process usually quick?
• Were you asked by staff to schedule your next appointment?
• What would it take to get you to pre-book appointments well in advance? (multiple choice or blank area to respond)
• Are you interested in booking online? (multiple choice or blank are to respond)
• How likely are you to recommend our salon/spa to your family or friends?
• What products or services do you wish we offered? (multiple choice or blank area to respond)
• What is your favorite thing about our salon/spa? (multiple choice or blank area to respond)
• What can we do better? (blank area to respond)

Whether conducting a first-time client survey or questioning a long-term customer, be sure to thank your client for the survey opportunity and let them know what, if anything, they can look forward to as a reward. Consider offering a free add-on service with their next visit or add points within your rewards program that they can redeem later on another service.

Not taking advantage of customer satisfaction surveys, yet? Well, it’s time to start. Surveys can improve your clients’ overall experience and help you better meet their needs.