Enhance Beauty Salon CX with Mystery Shopping Audits

With growing urbanisation and rising disposable incomes, consumers are increasingly availing a variety of services from salons. Today’s salon-goers expect more than just a haircut or a beauty treatment—they demand a pleasing, relaxing, and enjoyable experience. As such, the quality of service delivered and the professionalism of the staff play a pivotal role in ensuring customer satisfaction, repeat visits, and loyalty.

Key Parameters Evaluated in Salon Mystery Shopping

• Ease of Appointment Booking:
  Evaluating how effortless it is to reserve an appointment over the phone, including the number of attempts required to reach an executive and the time taken to book the appointment.
• Call Etiquette:
  Assessing basic call protocols such as greetings, adherence to a standard call opening and closing script (including the brand and outlet name, along with staff introductions).
• Soft Skills:
  Checking for empathy, professional behaviour, and polite conversation during the interaction.
• Product and Offer Knowledge:
  Ensuring staff can effectively inform customers about ongoing offers, packages, and provide comprehensive product-related information.

• Location and Accessibility:
  Assessing how easily the salon can be located.
• Signage Visibility:
  Evaluating the condition and quality of the salon’s signage.
• Entrance Maintenance:
  Checking the cleanliness and upkeep of the entrance, including the window and door glass.

Reception & Waiting Area

Infrastructure & Ambience

Employee Standards

Service(s) Availed

Salon Hygiene

Billing

Why Mystery Shopping is Vital for Salons

In today’s competitive market, delivering an exceptional customer experience is not just an option—it’s a necessity. With customised mystery shopping programmes, salons can ensure that every customer interaction is a step towards excellence.