The International SPA Association (ISPA) has released the ninth volume of its Consumer Snapshot Initiative. The report surveyed 1,000 U.S. spa-goers (defined as people who have visited a spa in the last 12 months) of all ages in order to better understand their behaviors, preferences and experiences, with particular attention paid to both the role of the service provider and the use of technology within the spa. “Providing customers with exceptional customer service and quality experiences are why spa-goers continue to visit spas in record numbers,” says ISPA president Lynne McNees.
The report noted that when looking to book appointments, nearly half of those surveyed (44 percent) still prefer the phone. Additionally, when choosing the gender of a service provider, almost half (47 percent) had no preference. Meanwhile, human touch remains at the core of the guest experience, with massage ranking as the most frequently booked treatment. The use of personal technology was also thoroughly evaluated, and the data shows that spas continue to be a refreshing oasis of separation from the digital world. Complete research findings are available only to ISPA members at experienceispa.com.
About ISPA: ISPA is a leading professional organization and voice of the spa industry. Founded in 1991, ISPA advances the spa industry by providing educational and networking opportunities, promoting the value of the spa experience, and speaking as the voice to foster professionalism and growth.