Customer satisfaction formula: service quality, service, usefulness

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Olga Khainovska, salon management business consultant, head of Duso-consulting (Ukraine)

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Criteria for evaluating the level of service of employees and the salon:

• Compliance of the service to the stated level of the beauty salon
• The quality of communication between the administrator and the client over the phone
• The level of professionalism of specialists
• The quality of communication between specialists and clients at all stages of interaction: greeting, identification of needs, waiting time for the master, service, completion of interaction 
• The ability to fulfill the client's non-standard wishes
• Expert knowledge of the entire list of services and products provided by the beauty salon
• The ability to give detailed advice on the used means and methods of self-care
• The ability to create an appropriate atmosphere in the salon
• Ability to present salon services and specialists
• Compliance with internal standards and service regulations
• The level of cleanliness and sterility in the salon
• Appearance of masters
• Identifying the client's satisfaction and the client's ability to develop (offering him other services, selling goods, making an appointment for the next visit, etc.)
• The degree of customer loyalty to the salon

In addition to the already described criteria for assessing the level of service, there are indicators for assessing client satisfaction:

• dynamics of resale;
• rates of customer outflow;
• the number of new clients who came by recommendation;
• positive reviews in social networks and forums;
• the client's purchase of retail products of the home care salon recommended to him by the master.