A new evaluation published by Singapore-based spa research group Intelligent Spas has found that seven of the top eight disappointments for spa visitors were directly related to poor spa operating procedures (SOP).

The eight top disappointments in the SOP Evaluation Guide were named as: unprofessional therapists, poor service, the client feeling rushed, a ‘too pushy’ sales technique, the spa needing renovation, unclean facilities, too cold air conditioning and excess noise disturbing relaxation.

The SOP Evaluation Guide is aimed at all management-level spa employees, such as owners, directors and managers. Alongside the consumer research, the guide also contains material for managers to evaluate current SOPs to determine whether improvement is needed. Details: www.intelligentspas.com