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.

 

#spabusiness #hotelspa #spametrics #KPI