GITNUXREPORT 2025

Customer Experience In The Salon Industry Statistics

Enhanced customer experience boosts loyalty, retention, and revenue significantly.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

86% of consumers are willing to pay more for a better customer experience in salons

Statistic 2

65% of clients say their loyalty is influenced by how well they are treated during appointments

Statistic 3

60% of respondents feel that long wait times negatively impact their satisfaction

Statistic 4

72% of consumers say their overall salon experience influences their likelihood to revisit

Statistic 5

88% of salon clients believe staff communication skills are critical to their experience

Statistic 6

78% of salon customers state that a clean environment enhances their overall experience

Statistic 7

52% of salon clients say that a personalized greeting on arrival enhances their experience

Statistic 8

90% of clients say that a warm greeting upon arrival impacts their satisfaction positively

Statistic 9

55% of salon customers consider ambient music and lighting important for a pleasant experience

Statistic 10

73% of clients report that knowledgeable staff improves their overall salon experience

Statistic 11

49% of salon customers have left a salon due to poor customer service

Statistic 12

47% of respondents stated that mobile apps for booking and communication improve their experience

Statistic 13

65% of customers report feeling more valued when they receive personalized treatment

Statistic 14

80% of customers consider the availability of beverages like coffee or tea as a positive aspect of their visit

Statistic 15

51% of customers wish for better communication regarding appointment changes and delays

Statistic 16

69% of salon owners reported that investing in customer experience technology led to measurable growth in revenue

Statistic 17

74% of clients state that a seamless and efficient check-in process improves their overall experience

Statistic 18

79% of consumers prefer salons that actively solicit and incorporate customer feedback

Statistic 19

54% of respondents indicated that the availability of online tutorials or tips enhances their overall experience

Statistic 20

85% of clients say that a positive first impression by staff influences their overall satisfaction

Statistic 21

62% of salon businesses plan to invest more in customer experience innovation over the next two years

Statistic 22

79% of salons found that implementing multi-channel communication increases customer engagement

Statistic 23

50% of customers say their overall satisfaction depends on how well their stylist listens and understands their needs

Statistic 24

72% of salon owners say that customer experience directly correlates with business growth

Statistic 25

55% of clients say that effective problem resolution during their visit increases overall satisfaction

Statistic 26

73% of clients believe that stylist and staff professionalism impacts their overall experience

Statistic 27

70% of customers say they are more likely to return to a salon that offers personalized services

Statistic 28

75% of salon customers consider staff friendliness as a key factor in choosing a salon

Statistic 29

80% of clients are more likely to recommend a salon that provides excellent customer service

Statistic 30

45% of salons offer loyalty rewards to improve customer retention

Statistic 31

65% of customers feel that regular follow-up calls or messages improve their experience

Statistic 32

50% of customers prefer to see a consistent stylist to build trust and familiarity

Statistic 33

68% of clients are influenced by online reviews when choosing a salon

Statistic 34

62% of salon owners report increased customer retention after implementing customer feedback systems

Statistic 35

80% of customers want their stylist to suggest new services and products tailored to their needs

Statistic 36

82% of salons track customer preferences to enhance personalized service

Statistic 37

59% of salon clients expect their stylist to stay updated on the latest trends and techniques

Statistic 38

68% of clients say that consistency in service quality influences their decision to stay with a salon

Statistic 39

43% of clients say they feel more comfortable when staff remembers their preferences

Statistic 40

70% of customers are more likely to revisit a salon that offers small touches like complimentary scalp massages

Statistic 41

85% of respondents are more loyal to salons that follow up after services

Statistic 42

66% of salons have seen an increase in repeat business after enhancing their customer service offerings

Statistic 43

72% of salon clients value receiving tailored recommendations based on their unique preferences

Statistic 44

69% of clients prefer flexible cancellation and rescheduling policies

Statistic 45

76% of customers are more likely to rebook if they receive a reminder via their preferred communication channel

Statistic 46

55% of clients feel that consistent, high-quality customer service makes them more loyal

Statistic 47

58% of clients expect to see eco-friendly practices in their salon experience, such as sustainable products and waste reduction

Statistic 48

67% of respondents reported that special occasion packages and personalized offers increase loyalty

Statistic 49

77% of customers are willing to provide feedback if incentivized, such as discounts or free services

Statistic 50

66% of respondents are more likely to return to a salon that actively seeks customer input and improves accordingly

Statistic 51

79% of clients appreciate receiving personalized appointment reminders, increasing rebooking rates

Statistic 52

55% of salon customers prefer digital booking options

Statistic 53

60% of salon clients prefer online check-in options to reduce wait times

Statistic 54

77% of clients prefer to book appointments outside of business hours via online platforms

Statistic 55

55% of clients prefer to receive digital receipts and communication post-visit

Statistic 56

61% of consumers are likely to choose a salon based on its online presence and ease of navigation

Statistic 57

73% of consumers prefer booking appointments through a mobile app rather than calling the salon directly

Statistic 58

69% of clients prefer appointments that are easy to schedule and confirm online

Statistic 59

80% of salon customers want easy access to their service history for repeat visits

Statistic 60

66% of clients value transparency about pricing and services

Statistic 61

64% of salon clients value transparency regarding product ingredients, especially in hair and skin treatments

Statistic 62

59% of customers prefer transparent online pricing for all services

Statistic 63

64% of salons increased customer satisfaction by implementing staff training programs

Statistic 64

54% of clients say that friendly staff make their visit more enjoyable

Statistic 65

79% of clients desire professional and courteous treatment from all staff members

Statistic 66

48% of customers have left negative reviews due to poor experiences in customer service

Statistic 67

83% of salons report that using customer data analytics helps improve service quality

Slide 1 of 67

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of consumers are willing to pay more for a better customer experience in salons
70% of customers say they are more likely to return to a salon that offers personalized services
65% of clients say their loyalty is influenced by how well they are treated during appointments
75% of salon customers consider staff friendliness as a key factor in choosing a salon
60% of respondents feel that long wait times negatively impact their satisfaction
80% of clients are more likely to recommend a salon that provides excellent customer service
55% of salon customers prefer digital booking options
45% of salons offer loyalty rewards to improve customer retention
72% of consumers say their overall salon experience influences their likelihood to revisit
88% of salon clients believe staff communication skills are critical to their experience
65% of customers feel that regular follow-up calls or messages improve their experience
50% of customers prefer to see a consistent stylist to build trust and familiarity
78% of salon customers state that a clean environment enhances their overall experience

In today’s competitive salon industry, delivering exceptional customer experience isn’t just a bonus—it’s the key to loyalty and growth, with 86% of consumers willing to pay more for it.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience in salons
65% of clients say their loyalty is influenced by how well they are treated during appointments
60% of respondents feel that long wait times negatively impact their satisfaction
72% of consumers say their overall salon experience influences their likelihood to revisit
88% of salon clients believe staff communication skills are critical to their experience
78% of salon customers state that a clean environment enhances their overall experience
52% of salon clients say that a personalized greeting on arrival enhances their experience
90% of clients say that a warm greeting upon arrival impacts their satisfaction positively
55% of salon customers consider ambient music and lighting important for a pleasant experience
73% of clients report that knowledgeable staff improves their overall salon experience
49% of salon customers have left a salon due to poor customer service
47% of respondents stated that mobile apps for booking and communication improve their experience
65% of customers report feeling more valued when they receive personalized treatment
80% of customers consider the availability of beverages like coffee or tea as a positive aspect of their visit
51% of customers wish for better communication regarding appointment changes and delays
69% of salon owners reported that investing in customer experience technology led to measurable growth in revenue
74% of clients state that a seamless and efficient check-in process improves their overall experience
79% of consumers prefer salons that actively solicit and incorporate customer feedback
54% of respondents indicated that the availability of online tutorials or tips enhances their overall experience
85% of clients say that a positive first impression by staff influences their overall satisfaction
62% of salon businesses plan to invest more in customer experience innovation over the next two years
79% of salons found that implementing multi-channel communication increases customer engagement
50% of customers say their overall satisfaction depends on how well their stylist listens and understands their needs
72% of salon owners say that customer experience directly correlates with business growth
55% of clients say that effective problem resolution during their visit increases overall satisfaction
73% of clients believe that stylist and staff professionalism impacts their overall experience

Customer Experience and Satisfaction Interpretation

In the bustling world of salons, making customers feel valued—from warm greetings and personalized treatment to efficient check-ins and attentive communication—translates not just into better service but into measurable growth, proving that in beauty, a little experience goes a long way.

Customer Loyalty and Preferences

70% of customers say they are more likely to return to a salon that offers personalized services
75% of salon customers consider staff friendliness as a key factor in choosing a salon
80% of clients are more likely to recommend a salon that provides excellent customer service
45% of salons offer loyalty rewards to improve customer retention
65% of customers feel that regular follow-up calls or messages improve their experience
50% of customers prefer to see a consistent stylist to build trust and familiarity
68% of clients are influenced by online reviews when choosing a salon
62% of salon owners report increased customer retention after implementing customer feedback systems
80% of customers want their stylist to suggest new services and products tailored to their needs
82% of salons track customer preferences to enhance personalized service
59% of salon clients expect their stylist to stay updated on the latest trends and techniques
68% of clients say that consistency in service quality influences their decision to stay with a salon
43% of clients say they feel more comfortable when staff remembers their preferences
70% of customers are more likely to revisit a salon that offers small touches like complimentary scalp massages
85% of respondents are more loyal to salons that follow up after services
66% of salons have seen an increase in repeat business after enhancing their customer service offerings
72% of salon clients value receiving tailored recommendations based on their unique preferences
69% of clients prefer flexible cancellation and rescheduling policies
76% of customers are more likely to rebook if they receive a reminder via their preferred communication channel
55% of clients feel that consistent, high-quality customer service makes them more loyal
58% of clients expect to see eco-friendly practices in their salon experience, such as sustainable products and waste reduction
67% of respondents reported that special occasion packages and personalized offers increase loyalty
77% of customers are willing to provide feedback if incentivized, such as discounts or free services
66% of respondents are more likely to return to a salon that actively seeks customer input and improves accordingly
79% of clients appreciate receiving personalized appointment reminders, increasing rebooking rates

Customer Loyalty and Preferences Interpretation

In the highly competitive salon industry, personalization, staff friendliness, and attentive follow-up emerge as the holy trinity fueling customer loyalty—proving that when salons tailor experiences, listen to preferences, and sprinkle in small touches, they don’t just style hair—they craft returning clients.

Online Accessibility and Convenience

55% of salon customers prefer digital booking options
60% of salon clients prefer online check-in options to reduce wait times
77% of clients prefer to book appointments outside of business hours via online platforms
55% of clients prefer to receive digital receipts and communication post-visit
61% of consumers are likely to choose a salon based on its online presence and ease of navigation
73% of consumers prefer booking appointments through a mobile app rather than calling the salon directly
69% of clients prefer appointments that are easy to schedule and confirm online
80% of salon customers want easy access to their service history for repeat visits

Online Accessibility and Convenience Interpretation

In an era where booking a coffee takes seconds, it's clear that salon clients are similarly demanding seamless, digital-first experiences—making a modern salon's success as much about its e-presence and user-friendly online services as about the scissors and shampoo.

Pricing Transparency and Personalization

66% of clients value transparency about pricing and services
64% of salon clients value transparency regarding product ingredients, especially in hair and skin treatments
59% of customers prefer transparent online pricing for all services

Pricing Transparency and Personalization Interpretation

In an era where honesty is the best beauty policy, salon clients increasingly demand transparency — about prices, ingredients, and online services — because trust is the clearest cut of all.

Service Quality and Staff Interaction

64% of salons increased customer satisfaction by implementing staff training programs
54% of clients say that friendly staff make their visit more enjoyable
79% of clients desire professional and courteous treatment from all staff members
48% of customers have left negative reviews due to poor experiences in customer service
83% of salons report that using customer data analytics helps improve service quality

Service Quality and Staff Interaction Interpretation

These statistics reveal that while investing in staff training and data analytics can significantly elevate customer satisfaction in salons, neglecting the human touch and basic courtesy risks leaving clients disgruntled—and perhaps eager to share their negative reviews.