You can do all the Customer Satisfaction Surveys you like. For me, the real answer on how well you’re doing is…Are Guests Coming Back?
Re-bookings are, in my mind, the best measure of real-time impact or customer satisfaction.
This metric is expressed as %
And is calculated by Number of Spa Guests who Re-book / Total Number of Spa Guests
A re-booking is considered to a booking made immediately following the treatment.
It’s worth noting that a guest who makes another booking sometime after their initial treatment would not be counted in this KPI. Rather, we would capture them in the Repeat Guest or Return Guest KPI.
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