Client Satisfaction Questionnaire 2010 Results. Returned questionnaires = 49 Postal and in salon questionnaires

Transcription

1 Client Satisfaction Questionnaire 2010 Results Returned questionnaires = 49 Postal and in salon questionnaires Thank you for taking the time to complete this questionnaire. Client feedback is very important to us. We will not be able to identify you from this questionnaire unless you choose to identify yourself. 1. Preparing for your treatment How quickly was the telephone answered when calling to make your appointment? Excellent 20 very good 18 quite good 4 poor 0 Answered very quickly and messages left are promptly returned the text service to remind you of your appointment is very good Couldn t get through may have been other problem though Always prompt Never booked by telephone Calling after 5pm was a problem as no one answered this has improved lately Sent e mail but had no response so came to salon How helpful and courteous was the Receptionist? Excellent 32 very good 16 quite good 0 poor 0 Had advice to cancel MDA as I was going out in the night and advice was to try and avoid putting make up on to get benefit of treatment Always helpful How easy was it to get the appointment you wanted with the therapist of your choice? Excellent 22 very good 21 quite good 4 poor 0 Have no preferences on therapist as my experience has been good with all of them Better recently for availability I dont generally specify anyone in particular though Even when I call for a quick appointment Sometimes it is difficult to get with person of your choice I am not usually offered a choice of therapist How was your experience of being welcomed to the salon? Excellent 34 very good 12 quite good 4 poor 0 Made very welcome by Cerys mum Always asked if I would like a drink How adequate was the pre treatment information? Excellent 26 very good 18 quite good 0 poor 0

2 Had initial consultation with Paula and al patch tests done and was informed about treatment and hair groth cycles Pleased with results will be back 2. The treatment What treatment did you have? VPL Massage Nails Overlays eyebrow wax lashes Calgel nails Eyebrows Brazillian Tips Manicure pedicure Reflexology Swedish massage Hopi ear candles Back massage Bliss Beauty is the best Lash and brow tint Indian head massage How good was the standard of your treatment? Excellent 39 very good 9 quite good 0 poor 0 All the therapists I have met and been treated by have been of high standard 3. The therapist Who was your therapist? Cerys 15 Ceri 10 Rhian 8 Paula 9 Carrie 7 Danielle 8 Andrea 2 Elinor 4 How friendly and helpful were they? Excellent 41 very good 7 quite good 0 poor 0 Always chatty and helpful Ive had different therapists for mst of my treatments, everyone is alwaysvery helpful and friendly Ive had a few all very good Had more than one treatment, standard equally good with all the therapists How good were their knowledge and skills in providing the treatment? Excellent 36 very good 9 quite good 1 poor 0 Do you think your therapist followed good hygiene practices? eg hand washing Yes 43 No 0

3 Very thorough on hand washing and cleanliness 4. After care Did you receive after care advice? Yes 46 No 2 written 1 verbal 5 Depending on treatment Did you think the service was good value for money? Yes 47 No 1 If no why not? Took offer out at the outset very pleased with results on underarm Prices are now running on a par with the vale, but that has the advantage of the spa facilities as well Kudos also run very good promotions- pre xmas package 65 for wrap, Swedish neck, facial, manicure and pedicure Always good value Eyebrow wax is very expensive considering what you get is the same as other places and at a lower price How was the level of cleanliness in the salon and treatment area? Excellent 44 very good 6 quite good 0 poor 0 All area clean and o/s beings How does Bliss Beauty compare to other salons you have used? Better 40 no difference 1 not as good 0 Please could you explain why Friendly clean offering a drink given updated brocoure relaxing environment good magazines clean toilet tissues and perfumes etc to use Friendliness, professionalism, just feels right here Efficient Comfortable and very clean good facilities Treatment felt more relaxing and beneficial General feel of salon feels more relaxing and friendly and less clinical Excellent range of treatments available,excellent products used, competitive by price Nice atmostphere and friendly staff Very clean professional looks nice smells nice appears very organized I moved to th area and tried quite a few salons before finding Bliss thank goodness I did as I didn t relish the thought of traveling 150 miles back to home salon Good for quick treatments but others such as the vale have more facilities, specials whilst good are not tailored to a spa day eg Autumn pacage similar style treatments not as a package eg kudos package I feel there is a more consistant level of treatment/service across whole team I don t feel I need to ask for a specific therapist. Lovely atmostphere and very pleasant environment I haven t visited any other salons I liked the clean salon Friendlier always happy nothing is too much trouble Clean and friendly I only come to Bliss very god experience so not tied anywhere else

4 Better service and quality Even if you are not having a treatment it is so relaxing friendly and smells so good. The girls are al really friendly and helpful. No matter what treatment you have your treated like a princess and that s incredible This is the only salon I have used Always made to feel welcome Moe dignified and respect for privacy What was the best thing about your experience at Bliss Beauty? Relaxing and friendly friendly Everything The treatment Standard of treatment 100% everytime Always welcomed and made to feel comfortable treatments recommended if needed Always good customer service Made you feel relaxed Friendliness Felt very relaxed Ever visit is always great Relaxing Feeling relaxed Open Sunday very relaxing Welcome and helpfulness Enjoyable experience and friendly helpful staff As painless as waxing gets The whole experience Very helpful friendly cheerful staff VPL treatments Professional nature Relaxing The level of knowledge and understanding The excellent treatment and friendly staff I find the general service very good Relaxing massage friendly staff Staff very friendly all experienced in their treatments Friendly and relaxing Staff are friendly Always made to feel special Treatment and friendliness of staff Swift and professional service The welcome Relaxed Always friendly and polite Friendly staff Trust built up having the same therapists friendly and put you at ease All of it! What was the worst thing about your experience at Bliss Beauty? Nothing leaving nothing

5 Waiting for appointment nothing No Not being to afford anything else done A couple of patches on bikini wax Nothing bad to report Sometimes theres a wait Nothing Sometimes lack of waiting room when busy The waxing No biscuits with my coffee Half hour before treatment told to cancel Never had a bad experience nothing What suggestions do you have for improving the salon experience? Had recent confusion over appt and was booked in twice this has been my only egative experience in 5 years No suggestions very good Music (light) Get softer towels for around the face hole in massage table Experience is excellent so required Music in reception (soft wales) Music whilst having nails done Genuinely I think the salon is very good and is well priced Nothing so good could be offered On a scale of =poor 10 = excellent How would you rate the service provided by Bliss Beauty? (please circle) How did you become aware of Bliss Beauty? Used to be a local resident When it opened live locally Word of mouth Family member recommended Internet search Friend

6 Client since opening Previous customer Friend comes here Shop front Noticed it hen shopping at the retail park Work in Talbot Green / work colleague Glamour & grace pencoed Live local Walking past Live in the local areawalked by when first opened and popped in Passing Cerys Long term customer Recommended by a friend Noticed shop in Talbot Through a mobile beautician in Pencoed Friend I live nearby Through friends From a family member Word of mouth Recommended by a friend Saw the shop Walking past Walking past salon Son in law Live locally Living in local area Another client Work locally Friend Advert Passing by What treatments would you be interested in having in the future including treatments not yet provided by Bliss Beauty? More VPL treatments Semi permanent make up (price depending) MDA offer Not sure MDA Pedicure /manicure Make up manicure false nails Threading eyebrows More waxing (if im brave enough) Nails Hot stones wraps Eyebrow vpl Full body massage Pedicure Sports massage Seaweed wrap Threading for eyebrows all waxing and massage treatments I intend to have hopi ear candling and reflexology in the future Skin tag removal

7 Have you visited our website? Yes-22 No-19 If yes were you able to find all the information you wanted easily? Yes-22 No-2 Very professionally run establishment. Good staff and little turnover of staff suggests good people recruited and they stay so you get to see same faces and have great friendly catch up I wouldnt go anywhere else Good special offers Opening hours were a little difficult to find perhaps should be on home page, newsletter link letter was out of date or seemed a longtime ago Fantastic I recently got married and would have liked more pricing info on the bridal packages available on time Treatments provided by all therapists is of an excellent standard and vey little difference from one therapist to another which is excellent and all very friendly Reception time to time it takes longer than expected to answer the phoneand answerphone messages are not always returned Thank you for taking the time to complete and return this questionnaire. Cerys Davies Salon Director