SNAPSHOT SURVEY
How do you keep customer service
quality high in an industry where
turnover is common?
EMPLOYEE TRAINING. The August Snapshot Survey asked respondents about their employee training practices,
highlighting what they do to help their employees learn, grow and thrive. Hands-on vendor training was a popular method,
utilized by 93 percent of all respondents; virtual vendor training was used by 72 percent. Leadership training was less common,
taking place at only 55 percent of day spas, although it was available at 73 percent of hotel/resort spas.
Approximately how much is budgeted
per employee at your company for
training expenses this year?
ALL SPAS DAY SPAS HOTEL/
RESORT SPAS
$0 10% 14% 10%
$1 – $250 23% 29% 19%
$251 – $750 29% 25% 32%
$751 – $1,250 13% 4% 16%
$1,251 – $2,000 12% 11% 11%
> $2,000 14% 18% 12%
RESPONSE
LOOKING FOR THE COMPLETE FINDINGS OF THIS INTERESTING
SURVEY? Head to experienceispa.com/resources/research and log
in to your account.
58
PULSE
■
November 2018
Most Effective
Customer
Service
Training:
“One-on-one training by our
lead therapists.”
“Employees are encouraged
to use the spa facilities on
their days off to experience
everything from the guest’s
perspective.”
“Bryan Williams has training
videos that are short and
effective.”
“Role play discussions prove
to be the most engaging and
reliable way to ensure all
issues are unearthed and
discussed.”