2019 US Spa Industry Study 2019 US Spa Industry Study | Page 46
Online booking features
In 2018, a large majority of spas (88%) had one or more online booking features in place.
The proportion did not vary greatly by type of spa, illustrating the widely spread adoption
by the spa sector of online capabilities for improving the efficiency and effectiveness of
client reach and contact.
The most frequently mentioned online booking feature that spas had in place in 2018 was the
ability to book an appointment online, mentioned by two in three spas (66%), ranging from 49% in
the resort/hotel sector to 69% of day spas.
Spas also used online features to help their clients choose treatments and/or therapists, with 63%
sharing relevant performance data online.
Online features are also being used to help clients manage their appointments, including
reminders by text message (48%) and/or by email (25%), as well as the ability to change or cancel
appointments online (47%).
Spas are also using their online capabilities to enhance their own performance and client insight,
with 35% gathering post appointment guest feedback through electronic surveys.
Online booking features in place in 2018
Ability to book an appointment online
66
Post appointment electronic surveys to gather guest
feedback
63
Automated email appointment reminders
48
Automated text message appointment reminders
47
Ability to change or cancel an appointment online
35
Ability to share treatment or therapist performance when
booking online
25
None of the above
12
0
Introduction
Industry Size:
Performing Strongly
Spa Services
and Facilities
10
20
30
Spa Industry
Profile
40
50
60
70
Technical Appendix
Page 45