[Must read] Survey of 500 beauty salon users: What services do customers really want?
1. A must-see for salon owners! Tips for improving customer satisfaction based on customer feedback
A survey of 500 women in their 20s to 50s who visited beauty salons in 2025 revealed the services that customers really want.
Improving customer satisfaction and increasing repeat visits are eternal themes in salon management. The survey results provide valuable data that directly translates into service improvements from the customer's perspective . Based on the results analyzed by scenario, we will introduce improvement points that can be put into practice immediately.
2. [During counseling and treatment] What customers value most
By surveying customers about the services they were "happy to experience" or "wish they had" during counseling and treatment, we were able to clarify what they wanted.
1st place: "They explain the treatment details thoroughly beforehand" (59%)
The most common response was a thorough explanation before the treatment . Customers have concerns about not knowing what will happen during the treatment. Removing these concerns beforehand is the first step to improving customer satisfaction.
2nd place: "Detailed and thorough counseling" (54%)
The next most common answer was thorough counseling , which requires listening carefully to customers' concerns and requests and making proposals tailored to each individual.
From actual customer feedback
| era | Actual voice |
|---|---|
| 30s | "The counseling was thorough and they helped me with frequently asked questions when I was struggling to answer them." |
| 40s | "During the treatment, they carefully explained what kind of treatment they were doing and what its purpose was, and they also politely asked me if I was cold, which made me feel like they were taking my treatment seriously, which made me happy." |
How to use it in salon management
Counseling is not just a place to listen to your concerns, but an important time to alleviate your concerns . Taking the time to do so carefully will increase your confidence in the treatment, which will directly lead to increased satisfaction.
- Explain the procedure and purpose clearly
- Create an atmosphere where customers feel comfortable asking questions
- Explain the situation at each stage during the treatment
3. [When paying and leaving the store] Important points to encourage customers to visit again
Clear customer needs were also identified regarding payment and exit services.
No. 1: "It's easy to make a reservation for the next visit" (60%)
The most common issue was the ease of making a reservation . The time of payment, when customer satisfaction is high, is the best time to suggest a next reservation. However, if the reservation slots are full and the desired date and time cannot be made, the customer will miss out on a valuable opportunity.
No. 2: "The explanation of the courses and fee structure is easy to understand" (59%)
The next most common reason was a clear explanation of the fees . Anxiety or doubts about the amount at the time of payment are a major factor that discourages customers from returning to the store.
From actual customer feedback
| era | Actual voice |
|---|---|
| 20s | "They carefully recommended skin care products for me after the treatment, including products that are not sold in the salon." |
| 30s | "The breakdown of the fees was explained clearly, so I was able to receive treatment without any questions." |
| 50s | "They always treat me politely and with a smile. All the staff remember my name." |
How to use it in salon management
The payment and exit time are the final important touchpoints that lead to the next visit. How you handle this will have a big impact on the repeat rate.
- Thorough reservation management and specific suggestions for the timing of the next treatment
- Carefully explain "what costs how much"
- Ensure there is no discrepancy between customer perception and actual costs
- Make proposals that take into account the customer's interests, rather than pushing sales
4. BI-PRO Support: Products and services that increase customer satisfaction
Based on the results of this survey, BI-PRO offers high-quality products and services to help salon owners improve their satisfaction and increase repeat customer rates.
| item | BI-PRO Initiatives | Benefits for salons |
|---|---|---|
| Reliable products | We only handle high-quality professional beauty products sourced from authorized distributors . We guarantee that popular products such as LEMONBOTTLE are 100% authentic. | We can provide treatment to customers with confidence, and we can build trusting relationships through careful explanations. |
| Implementation support | We support staff training by providing technical support and explanatory materials when introducing new treatment menus. | This allows us to provide thorough counseling and explanations to customers, which directly leads to increased satisfaction. |
| Latest Trend Information | We regularly deliver the latest industry trends and event information, and provide tips for salon management . | We are always up to date with the latest information, enabling us to provide proposals that meet our customers' needs. |
BI-PRO prioritizes the success of salon owners and customer satisfaction, and supports salon management with reliable, genuine products and a comprehensive support system .
5. Summary: Utilizing customer feedback in management
This survey clearly shows that what customers want is "polite communication" and "transparent responses."
The success of a salon is based on the trust it builds with each and every customer. From counseling to treatment and payment, resolving customer concerns at every point of contact and providing an experience that exceeds expectations will lead to increased repeat customers and the prosperity of the salon.
BI-PRO not only provides high-quality products, but also fully supports salon owners' success by providing information that is useful for salon management.
[Survey Overview]
Survey name: Survey on attitudes toward repeat use of beauty salons Survey period: July 4th to July 10th, 2025 Valid responses: 497 men and women in their 20s to 50s who have used beauty salons more than twice Source: Alpha Note Co., Ltd. Source URL: https://media.alpha-note.co.jp/020012/
