Guest Service Measurement and Analysis
Stephanie Perrone Goldstein on September 17, 2010
In our Global Spa Survey, we asked consumers what websites they currently use to seek spa information. Respondents were asked to select all that they utilize so percentages will not Read More
Stephanie Perrone Goldstein on September 14, 2010
In Coyle’s Global Spa Survey, we presented respondents with six advertisements. All had the same background image but contained different offers. Respondents were then asked to rate each advertisement Read More
Stephanie Perrone Goldstein on August 28, 2010
Price came up as a mention for best spa experiences a paltry 8% of the time. Reasons provided included price being reasonable, value, and having a gift certificate. Price was Read More
Stephanie Perrone Goldstein on July 27, 2010
Have you used Groupon yet? Or perhaps one of their competitors like Living Social? Or maybe you have enlisted in the craze of Gilt, Haute Look or Rue La La. Read More
Jessica Zike on July 15, 2010
In these stress filled days, providing spa relaxation with salon services seems to be a great way to enhance your spa. Peter Anderson recommends adding salon services in a spa Read More
Stephanie Perrone Goldstein on June 30, 2010
In the Global Spa Survey, Coyle asked respondents if they would be comfortable receiving follow-up from a spa post-visit and an astounding 88% responded that they would. Of those who Read More
Stephanie Perrone Goldstein on June 29, 2010
So, you won the battle to get the guest to your spa, got them through the reservation process and into the spa and they have departed. Now what? Does it Read More
Stephanie Perrone Goldstein on June 25, 2010
In order to best analyze the product mentions in both best and worst spa experiences. We broke down the mentions into Cleanliness, Atmosphere, Amenities and Facility. Once this list was Read More
Stephanie Perrone Goldstein on June 24, 2010
Issues relative to ‘People’ or staff members came up 62% of the time when guests were recounting their worst experiences. Of those, the most prominent things mentioned were:
Inappropriate pressure/touch (21%)
Staff Read More
Stephanie Perrone Goldstein on June 23, 2010
Despite all the complex moving parts and customization involved in marketing and sales, eventually, a guest walks into the spa. Now is the moment of truth. The guest has learned Read More
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