Mystery shopping within the Health and Beauty industry has a number of benefits. Conducting detailed mystery shopper research can help you to improve performance and profitability whilst ensuring a compliant service delivery which your customers will love.
‘The industry employees an estimated 250,000 workers and has an annual turnover averaging £5.25 billion’
Measuring location and operational performance in your salon, spa or surgery will not only help you to deliver on the health and beauty training you have put in place to support staff. It will also help you to monitor the safe delivery of your product or service to customers.
With new cosmetic procedures and beauty products appearing every day, it is important for the sector to reflect carefully on its approach to looking after clients.
‘Increasingly we are taking a more holistic view of our health, and our beautification ritual may now include a periodic massage and a trip to the spa. But our concern with our appearance is hardly anything new; indeed the beauty industry has been expanding and growing for all of recorded history.’
How we conduct mystery shopping health and beauty visits?
Whether your business is beauty therapy, aesthetics, skincare or surgical treatments, we can use a number of methods to assess your salon or practice standards. By using shoppers who are demographically profiled to your beauty or cosmetics brand, we can send mystery shoppers to test brand product knowledge, beauty treatments, all the way through to cosmetic consultations.
Because compliance and customer satisfaction go hand in hand, we can assess an employees’ ability to follow procedures, ensuring compliant delivery and a great customer experience. Our secret spa shoppers will work within the confines of a respective health and beauty survey which will be designed specifically to meet your needs as the client. Helping salon managers and employees use of effective risk control measures to play an important part of your business.
The benefit for secret shoppers as health and beauty spa visitors
As part of our mystery shopper service for the health and beauty sector we can send our potential customer in to measure not only the initial consultation process, we can also look at how well beauty treatment was discussed and delivered. This allows spas, beauty treatment providers and practitioners to refine the offer and test treatments on real clients.
A typical secret beauty salon visit might include:
- New beauty client consultation process.
- Customer service measurement pre-treatment
- Compliance checking, skin testing for allergens to products
- Relationship building, upsell, treatment and product knowledge.
- Practice therapist assessments
- Under age sales testing
With legislation and regulation split between local authorities (LAs) and the Health and Safety Executive HSE. Non-surgical treatments (which form the majority of this sector) fall to LAs, while HSE enforces treatments undertaken under the supervision of a registered medical practitioner, eg cosmetic dentistry. Find out more about Health and Safety within the Beauty Industry . HSE and LAs will work together in enforcing compliant delivery in the respective areas.
Our health and beauty mystery shopping services can be used by:
- Spas and Salons (beauty, aesthetics, skincare, treatments)
- Cosmetic Brands
- Health and Beauty Brands
- Health and Beauty Retailers
- Luxury Brands
- Hairdresser Salons
- Tanning Studios
Specialist providers of services which require qualified practitioners:
- Cosmetic Dentistry
- Skincare, laser skin treatments specialists
- Companies delivering Micro-dermabrasion
- Minor cosmetic procedures (eg botox)
- Hair removal
If you own or manage a beauty treatment spa, salon group or practice you already know that the wellbeing of the client is key to long term retention and growth of the business. See how Tern can you help you support you with you with a bespoke mystery shopping programme.