Case Study: Large Multi-Location Hair Salon

Objectives

• Telephone to measure satisfaction of last visit
• Gather data to manage 50 individual locations – Tie results to salon and stylist incentives
• Improve customer loyalty

Solution

• Conduct a 3 question survey within 14 days of last visit utilizing “best in class” quality assurance
• Design statistical analysis and reporting
• Pinpoint areas for improvement for each operation

Results

• Over 15,000 surveys performed in 13 monthly periods
• Measurable improved customer retention
• Identified dissatisfied customers for client follow up
• Lifetime value of delighted customer … PRICELESS!

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