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The Secret Behind Success? A Net Promoter Score Among the Highest in the Industry
At A Moment’s Peace Salon and Day Spa, we’ve always believed that the best measure of success isn’t just revenue or foot traffic—it’s loyalty. And not just any kind of loyalty—measured, trackable, and predictive loyalty. That’s where Net Promoter Score (NPS) comes in. It’s what our clients say about us when we’re not in the room. That’s why we’ve made the Net Promoter Score (NPS) the heartbeat of our business. Unlike traditional metrics like client retention—which only tell you what’s already happened—NPS gives you a real-time view into how clients are feeling and where you’re headed. It helps spot service breakdowns before they turn into lost clients, and it surfaces opportunities for growth while you still have time to act.
And we’re proud to share: We believe our NPS is among the highest in the entire salon and spa industry.
Our Proven Performance: 6 Years of Loyalty Data
Over the past six years, our NPS scores have spoken for themselves:
Our current 2025 average of 93 is not only our highest ever—it sets the bar across the industry. While many businesses struggled to recover post-COVID, we doubled down on service, quality, and listening to our clients. And the results show. And here’s our challenge to the industry that was published in Salon Today.
What is Net Promoter Score—and Why Should You Care?
Net Promoter Score is the gold standard in measuring customer satisfaction and loyalty. Based on one simple question—“How likely are you to recommend our business to a friend or colleague?”—it segments responses into:
Your NPS is then calculated as:
NPS = % Promoters – % Detractors
The result is a score ranging from -100 to +100. Anything above 50 is considered excellent. Above 70? World-class.
Why NPS Is a Game-Changer for Salons and Spas
Client retention is a big focus in the salon and spa industry—and for good reason. But there’s an even better metric for gauging long-term success and client sentiment: Net Promoter Score (NPS).
While client retention tells you who came back, it doesn’t show you who left—and never returned. That’s the limitation of retention: it’s a lagging indicator. By the time you spot a problem through retention reports, the opportunity to save that client has already passed.
Net Promoter Score, on the other hand, is a leading indicator. It captures what your clients are thinking and feeling right now—before they leave. It gives you access to the clients you’re in danger of losing, not just the ones you’ve already lost. That foresight is priceless.
So if you want to measure the real health of your guest experience in real time, NPS isn’t just more advanced than retention—it’s essential.
In an industry where emotions matter and trust is everything, NPS isn’t just a vanity metric—it’s the most actionable and predictive tool you can use. Two-thirds of Fortune 500 companies use it because it answers the question that matters most:
“Will they come back—and bring their friends?”
If a business has a good score, you’ll likely hear about it. If it doesn’t? You probably won’t. And that’s the point: If a company isn’t promoting its NPS, it’s likely because the score isn’t worth promoting.
Why We Lead with Loyalty
At A Moment’s Peace, we’ve used NPS to:
We didn’t guess our way to success. We measured it. And then we acted on it.
Month-by-Month NPS Performance
We measure loyalty every single month, and our consistency proves it:
Whether it’s spring, summer, or holiday season, our guests are consistently thrilled—and our NPS proves it.
How Our Tools Help You Stay Ahead
Just as we take NPS seriously with our clients, we’ve also built the capability to integrate this powerful system into any point-of-sale (POS) platform a salon or spa uses. Whether you’re using Square, Vagaro, Meevo, Mindbody, Phorest, Zenoti, Boulevard, Day Smart, Salon Iris—or nearly any other system—DodsonMC has a solution to embed NPS tracking directly into your daily operations.
You don’t need a new system. You just need a smarter one. If you want to track loyalty metrics at every touchpoint, ask DodsonMC how to turn your current POS into a client feedback machine.
The Bottom Line: If You’re Not Measuring NPS, You’re Falling Behind
If you’re in the business of client retention, referral marketing, and service excellence, NPS isn’t optional—it’s essential. Without it, you’re managing blind. With it, you’re unlocking the full truth of how your business is perceived and how far it can go.
Want to be serious about growth? Measure it with NPS. And if you’re not measuring it—your competitors probably are.
Want to grow your referrals, client loyalty, and revenue? Reach out to us today.
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Everywhere you turn, someone is looking for a social media “guru” to grow their business. While social media is important, it’s only one part of a larger equation. At Dodson Management Consulting (DodsonMC.com) and SourceLocalMedia.com, we’ve proven that lasting business success starts with mastering the Digital Basics and your Source Formula.
