Articles starting with “N”

In the last six months of 2020, nearly a third of respondents (30%) traveled by air for a personaltrip, compared to nearly one in five (18%) doing so for a work trip. Car travel and “staycations” were noticeably more popular, however, with 59 percent of all respondents reporting that they had taken a personal road trip, and about half of all respondents (49%) reporting that they had used vacation time but stayed close to home at some point in the latter half of the year.

The most popular duration among spas’ massage treatment offerings are 50-minute treatments (51 percent) and 60-minute treatments (39 percent). Resort/hotel spa respondents were more likely to select 50-minute treatments as their answer (57 percent) than day spa respondents (23 percent). The opposite was true for 60-minute treatments with 59 percent of day spa respondents compared to 35 percent of resort/hotel spa respondents.

Eighty percent use customer surveys conducted electronically, 74 percent use review sites like Trip Advisor, Yelp or Google and 62 percent use social media. Some of the tried and true options like feedback cards and secret shoppers remained popular (63 and 61 percent respectively).

Forty-five percent of all ISPA spa member respondents reward and/or recognize the sharing of positive feedback about their spa on social media, 36 percent reward and/or recognize posting a positive review online, while 30 percent reward and/or recognize a customer recommending the spa to others via social media.

Almost half of all spa respondents track customer retention goals (49 percent), while 64 percent of day spa respondents and 41 percent of resort/hotel spa respondents track these goals. Less than half of all spa respondents have a guest loyalty program (41 percent), though this number is greater for day spas (59 percent), and under one third for resort/hotel spas (27 percent). Day spa respondents also reported a lower percentage of first-time visitors to their spa, with 79 percent responding that 1-30 percent of their customers were first-time visitors over the past 30 days. Comparatively, 31 percent of resort/hotel spa respondents reported that 1-30 percent of their customers were first-time visitors over the past 30 days.

Other Name(s):
Naysa Oil, Nasya Panchakarma, Shodhana, Naysam

A personal hygiene practice in which the nasal cavity is washed to flush out mucus and debris from the nose and sinuses.

More than half of all spa respondents (52 percent) have partnered with a local business in 2017. This number was more than two-thirds for day spa respondents at 70 percent, compared to just 41 percent of Resort/Hotel Spas. For resource partner respondents, just 39 percent partnered with a local business, while the largest segment (55 percent) partnered with a national non-profit organization.

Respondents were then asked to identify the service fee percentage or fee. The wide variety of responses ranged from 12.5 percent to 23 percent, with several different breakdowns of the percentage that goes directly to the service provider.

To help encourage tipping, one out of every two member spas asks guests if they would like to add on gratuity at the time of payment. Resort/hotel spas are more likely than day spas to include a gratuity policy in the menu of spa services (49 percent and 33 percent respectively).  Other efforts used to promote gratuities include providing guests with special envelopes at check-out, automatic addition of gratuity for larger groups and the inclusion of an additional gratuity line after the service charge amount.