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