GITNUXREPORT 2025

Customer Experience In The Spa Industry Statistics

Consumers prioritize personalized, seamless, eco-friendly spa experiences boosting loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

86% of consumers are willing to pay more for a better customer experience in the spa industry

Statistic 2

70% of spa guests prioritize personalized services over price

Statistic 3

65% of customers say a positive experience influences their brand loyalty in the spa industry

Statistic 4

78% of consumers have ended a relationship with a spa due to poor service

Statistic 5

52% of spa customers prefer booking appointments online

Statistic 6

42% of spa consumers say that staff friendliness is the most important factor in their satisfaction

Statistic 7

81% of spa customers expect staff to remember their preferences

Statistic 8

58% of spa customers are more likely to return if they receive follow-up communication after their visit

Statistic 9

73% of consumers would recommend a spa with excellent customer service

Statistic 10

83% of spa operators believe upgrading technology improves customer experience

Statistic 11

57% of consumers are influenced by the availability of loyalty programs in their choice of spa

Statistic 12

69% of spa bookings are made via mobile devices

Statistic 13

74% of spa guests are more likely to return if their service provider offers customized treatments

Statistic 14

65% of customers report that they will switch to a competitor if their preferred therapist is unavailable

Statistic 15

63% of guests indicate that they prefer contactless payment options

Statistic 16

77% of consumers believe consistent service quality across visits enhances their satisfaction

Statistic 17

48% of spa consumers seek wellness services that integrate modern technology, such as virtual consultations

Statistic 18

54% of spa customers want the ability to customize their packages online before visiting

Statistic 19

66% of customers prefer spas that offer holistic wellness experiences in addition to traditional treatments

Statistic 20

64% of spa clients are more likely to revisit if they receive personalized follow-up offers

Statistic 21

89% of spa customers say that their overall experience influences their likelihood of returning

Statistic 22

76% of guests appreciate transparency in pricing and services

Statistic 23

54% of spa industry revenues are generated from repeat customers, highlighting the importance of customer experience

Statistic 24

62% of consumers feel that a quick check-in process enhances their overall experience

Statistic 25

88% of spa customers would recommend their favorite spa if they consistently deliver excellent experiences

Statistic 26

69% of consumers are more likely to try new services at a spa that offers excellent customer service

Statistic 27

81% of spa guests are more satisfied when they receive prompt responses to inquiries

Statistic 28

55% of spa companies measure customer satisfaction through digital surveys

Statistic 29

47% of customers say that exclusive access to wellness events increases their loyalty

Statistic 30

90% of spa customers feel that ongoing staff training improves their overall experience

Statistic 31

60% of spa guests report that personalized treatments increase their satisfaction levels

Statistic 32

68% of consumers consider convenience, such as flexible hours, crucial in their choice of spa

Statistic 33

55% of spa customers utilize loyalty programs to track their visits and rewards

Statistic 34

74% of spa operators believe that using customer data analytics can improve service offerings

Statistic 35

80% of spa customers rate cleanliness as their top priority

Statistic 36

62% of consumers find that consistent staff behavior enhances their confidence in the spa

Statistic 37

88% of spa guests are more likely to return if they feel valued through personalized gestures

Statistic 38

65% of customers value detailed pre-treatment consultations, which enhance their satisfaction

Statistic 39

80% of customers say that wellness packages increasing overall value foster loyalty

Statistic 40

80% of spa customers feel that transparent communication about health safety improves trust

Statistic 41

45% of spa visits are influenced by online reviews and ratings

Statistic 42

71% of consumers use social media to research spa services before booking

Statistic 43

49% of spa visitors are more inclined to make an appointment if they receive personalized suggestions via email or app notifications

Statistic 44

78% of consumers prefer to book their spa appointments via mobile apps over websites

Statistic 45

70% of spa consumers use social media to share their positive experiences, influencing others' choices

Statistic 46

73% of spa clients prefer online reviews over traditional advertising, indicating the importance of reputation management

Statistic 47

69% of spa bookings increase when digital marketing campaigns are personalized

Statistic 48

59% of spa consumers look for eco-friendly and sustainable practices when choosing a spa

Statistic 49

69% of spa customers prefer treatments that incorporate natural or organic ingredients

Statistic 50

66% of spa visitors are drawn to spas that offer eco-conscious amenities and products

Statistic 51

61% of spa clients consider ambiance and environment as crucial for their overall experience

Statistic 52

67% of spa clients value the availability of wellness amenities like saunas, pools, and gyms

Statistic 53

85% of spa customers value cleanliness and hygiene as essential to their experience

Statistic 54

75% of spa clients rank ambiance and decor as highly influential factors in their overall experience

Statistic 55

75% of spa clients say atmosphere and music significantly influence their relaxation level

Statistic 56

59% of spa consumers prioritize accessibility features such as wheelchair ramps and service animal policies

Statistic 57

67% of consumers seek experiences that combine relaxation and fitness, such as yoga or Pilates in spa packages

Statistic 58

80% of spa operators report an increase in customer satisfaction following staff training programs focused on customer experience

Statistic 59

67% of spa clients prefer staff who are knowledgeable about the latest wellness trends

Statistic 60

54% of spa operators invest in staff development programs to improve customer interactions

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in the spa industry
70% of spa guests prioritize personalized services over price
65% of customers say a positive experience influences their brand loyalty in the spa industry
78% of consumers have ended a relationship with a spa due to poor service
52% of spa customers prefer booking appointments online
42% of spa consumers say that staff friendliness is the most important factor in their satisfaction
61% of spa clients consider ambiance and environment as crucial for their overall experience
81% of spa customers expect staff to remember their preferences
45% of spa visits are influenced by online reviews and ratings
67% of spa clients value the availability of wellness amenities like saunas, pools, and gyms
58% of spa customers are more likely to return if they receive follow-up communication after their visit
73% of consumers would recommend a spa with excellent customer service
59% of spa consumers look for eco-friendly and sustainable practices when choosing a spa

In an industry where 86% of consumers are willing to pay extra for a superior experience, mastering customer experience is no longer optional but essential for spas aiming to build loyalty and stand out amid fierce competition.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience in the spa industry
70% of spa guests prioritize personalized services over price
65% of customers say a positive experience influences their brand loyalty in the spa industry
78% of consumers have ended a relationship with a spa due to poor service
52% of spa customers prefer booking appointments online
42% of spa consumers say that staff friendliness is the most important factor in their satisfaction
81% of spa customers expect staff to remember their preferences
58% of spa customers are more likely to return if they receive follow-up communication after their visit
73% of consumers would recommend a spa with excellent customer service
83% of spa operators believe upgrading technology improves customer experience
57% of consumers are influenced by the availability of loyalty programs in their choice of spa
69% of spa bookings are made via mobile devices
74% of spa guests are more likely to return if their service provider offers customized treatments
65% of customers report that they will switch to a competitor if their preferred therapist is unavailable
63% of guests indicate that they prefer contactless payment options
77% of consumers believe consistent service quality across visits enhances their satisfaction
48% of spa consumers seek wellness services that integrate modern technology, such as virtual consultations
54% of spa customers want the ability to customize their packages online before visiting
66% of customers prefer spas that offer holistic wellness experiences in addition to traditional treatments
64% of spa clients are more likely to revisit if they receive personalized follow-up offers
89% of spa customers say that their overall experience influences their likelihood of returning
76% of guests appreciate transparency in pricing and services
54% of spa industry revenues are generated from repeat customers, highlighting the importance of customer experience
62% of consumers feel that a quick check-in process enhances their overall experience
88% of spa customers would recommend their favorite spa if they consistently deliver excellent experiences
69% of consumers are more likely to try new services at a spa that offers excellent customer service
81% of spa guests are more satisfied when they receive prompt responses to inquiries
55% of spa companies measure customer satisfaction through digital surveys
47% of customers say that exclusive access to wellness events increases their loyalty
90% of spa customers feel that ongoing staff training improves their overall experience
60% of spa guests report that personalized treatments increase their satisfaction levels
68% of consumers consider convenience, such as flexible hours, crucial in their choice of spa
55% of spa customers utilize loyalty programs to track their visits and rewards
74% of spa operators believe that using customer data analytics can improve service offerings
80% of spa customers rate cleanliness as their top priority
62% of consumers find that consistent staff behavior enhances their confidence in the spa
88% of spa guests are more likely to return if they feel valued through personalized gestures
65% of customers value detailed pre-treatment consultations, which enhance their satisfaction
80% of customers say that wellness packages increasing overall value foster loyalty
80% of spa customers feel that transparent communication about health safety improves trust

Customer Experience and Satisfaction Interpretation

In an industry where personalized, seamless, and technologically savvy experiences command higher willingness to pay and foster brand loyalty—yet nearly half of spas risk losing guests over poor service—there’s no doubt that spa success today hinges on blending heartfelt staff attentiveness, innovative digital convenience, and transparent communication to turn first-time visitors into lifelong clients.

Digital Engagement and Review Influence

45% of spa visits are influenced by online reviews and ratings
71% of consumers use social media to research spa services before booking
49% of spa visitors are more inclined to make an appointment if they receive personalized suggestions via email or app notifications
78% of consumers prefer to book their spa appointments via mobile apps over websites
70% of spa consumers use social media to share their positive experiences, influencing others' choices
73% of spa clients prefer online reviews over traditional advertising, indicating the importance of reputation management
69% of spa bookings increase when digital marketing campaigns are personalized

Digital Engagement and Review Influence Interpretation

In the digital age, nearly half of spa visits hinge on online reviews, with a commanding 78% of consumers favoring mobile booking, underscoring that to truly relax, spas must optimize both their online reputation and personalized digital engagement strategies.

Eco-Friendly and Wellness-Oriented Offerings

59% of spa consumers look for eco-friendly and sustainable practices when choosing a spa
69% of spa customers prefer treatments that incorporate natural or organic ingredients
66% of spa visitors are drawn to spas that offer eco-conscious amenities and products

Eco-Friendly and Wellness-Oriented Offerings Interpretation

With over half of spa-goers prioritizing eco-friendly practices and organic ingredients, the industry must embrace sustainability not just as a trend, but as a vital ingredient for satisfying the green-conscious consumer.

Facilities, Ambiance, and Environment

61% of spa clients consider ambiance and environment as crucial for their overall experience
67% of spa clients value the availability of wellness amenities like saunas, pools, and gyms
85% of spa customers value cleanliness and hygiene as essential to their experience
75% of spa clients rank ambiance and decor as highly influential factors in their overall experience
75% of spa clients say atmosphere and music significantly influence their relaxation level
59% of spa consumers prioritize accessibility features such as wheelchair ramps and service animal policies
67% of consumers seek experiences that combine relaxation and fitness, such as yoga or Pilates in spa packages

Facilities, Ambiance, and Environment Interpretation

In the quest for ultimate relaxation, spa patrons are clearly telling us that ambiance, cleanliness, and accessibility are as vital as the services themselves—meaning that creating a serene, inclusive, and well-equipped environment is the key to not just customer satisfaction, but to building a loyal oasis in a competitive wellness marketplace.

Staff Interaction and Service Quality

80% of spa operators report an increase in customer satisfaction following staff training programs focused on customer experience
67% of spa clients prefer staff who are knowledgeable about the latest wellness trends
54% of spa operators invest in staff development programs to improve customer interactions

Staff Interaction and Service Quality Interpretation

Spa operators are catching on that training their staff isn’t just a perk—it's the secret ingredient in transforming satisfaction into loyalty, especially when clients crave both expertise and trend-savvy touchpoints.