Insider Spa - exclusive round-up of spas in the GCC

April
Last month’s research yielded some interesting results when it comes to your business policies. The bulk of spas questioned say they always offer a free treatment to a complaining customer, with a smaller number offering free
treatments or refunds only if the spa is proven to be at fault.

In addition, surprisingly, almost all of spa owners in the survey use deep discounting incentives, despite the fact that many business leaders are now questioning the usefulness of this type of promotion. In terms of numbers, business in April remains strong, with occupancy at 68% and year on year treatment business figures cited as better for the vast majority of you.

The month in numbers

How did the treatment business in April 2018 compare with April 2017?

80% worse, 20 % better

On the spot

100% Say you have mental health policies in place for staff members

90% Use deep discounting incentives

How do you respond to costumer complaints?
1. Always offer a free treatment instead of a refund
2. Only offer refund or free treatment if the spa is at fault
3. Always offer a refund
4. Apologise but don’t offer refund or free treatment

Which skin concerns are  your clients most likely to suffer from?
1. Pigmentation
2. Sensitive skin
4. Acne
5. Dehydration

CLIENTS WHO REBOOKED
64%

AVERAGE TREATMENT ROOM OCCUPANCY
68%