CUSTOMER SATISFACTION SURVEY AND REPORT 2009
12.08.2009 in HAIR LOSS FACTS, TRICHOLOGIST
The results of a customer satisfaction report carried out support the fact that our Hair Centre provides a very professional service.
The Hair Centre is a national and worldwide leader in hair solutions, developed a customer satisfaction report in 2009 among its clientele to analyze areas where improvements could be made. This type of study, being developed for us by independent consultants, guarantees absolute objectivity in the results as well as the confidentiality of those surveyed under Data Protection Act 1998.
One of the main things about The Hair Centre that makes the company stand out is the promise to always offer the first consultation for free followed by a report on the conditon of the clients hair and scalp, a tangible extra that without a doubt also influences the level of customer satisfaction.
The results obtained from the analysis were outstanding. For example, 98 % of the customers were satisfied with their experience at The Hair Centre (95% of the women and 95% of the men). From this it can be deduced that these satisfied clients have improved their hair loss problems through specific hair treatments, such as using a trichological hair care program over 12 months, or in cases of advanced alopecia, resorting to a systems of hair replacement without surgery.
INVESTIGATE TO IMPROVE:
Why devise a satisfaction survey and report if we are already leaders in the market? The answer is very simple: in order to continue offering the best possible service, it was necessary to discover areas where improvements could be made. In addition, it is of extreme importance to listen periodically to the preferences and concerns clients have in order to take the appropriate action. This is especially true when dealing with a subject like healthy hair and hair conditions of both men and women alike.
Once the objective of the study was defined, it was time to begin asking the clients.
HOW THE DATA WAS OBTAINED:
The study was drawn from a total of 338 interviews among clients from The Hair Centre in London. Last year the total interviews was 210.
The public surveyed were a perfect representation of The Hair Centre clientele. The sample was made up of a gender distribution of 38% males as opposed to 62% females. With regard to age groups, 10% were up to 30 years old, 39% between 31 and 40 years old, 26% older than 41 years old, and one fourth of the sample were above this age.
As with all statistical studies, the supervision of the data was of great importance in order to validate the information gathered. A group of customers were randomly selected to confirm that the data in their questionnaires was in fact true. One hour was allocated to each client per month for twelve months.
SATISFACTORY RESULTS:
And from the study to the conclusions – results notably demonstrate the value of the work developed by The Hair Centre to save the beauty and health of hair for hundreds of thousands of customers throughout Europe.
THE MAIN CONCLUSIONS:
97% of the clients have a good or very good overall level of satisfaction with regard to The Hair Centre services.
95% of the clients consider the attention received by the Trichologists to be good or very good.
On evaluating if the customer would recommend The Hair Centre within a scale of 1 to 10, an average high score was obtained 9.4.
96% of the women that received treatment from The Hair Centre consider the quality of the treatment received to be good to very good.
The quality of the products used scored positively.
98% of the trichological treatment customers consider the attention received by the technical staff to be good or very good.
To all our clients.
Thank you for taking part in the survey.
Do you have Hair Loss Problems, read our Hair Loss Help
