VOC Dashboard

Cross-Survey Summary

Executive Overview

Consolidated findings across all five open-ended survey questions

Across 4,626 responses and five open-ended survey questions, the same four structural themes surface with striking consistency: price competitiveness, trust and honesty, scheduling and communication reliability, and staff quality and retention. These signals appear across every question — from why customers didn't return (Q3) to what would bring them back (Q20) — pointing to systemic, brand-wide challenges rather than isolated location issues.

4,626

total survey responses across all five questions — March through April 2026

49%

of Q3 non-return responses cite Staff & Customer Service — the single largest driver of customer attrition

91%

negative rate in Q10 (scheduling & communication) — highest across all five questions

57%

of Q20 "what brings you back" responses cited price, coupons, or discounts as the primary win-back condition

51%

of Q18 competitor-choice responses named price or better value as the deciding factor

47

respondents in Q20 stated no conditions would bring them back — permanently lost customers

Key Intelligence Signals

#1

Trust & honesty ranks as a top-3 theme in every single question — a systemic brand integrity challenge present across all five surveys and all three brands

695

Staff & Customer Service responses in Q3 alone — more than any other theme in any single question across the entire survey program

36

Call center routing complaints in Q10 — customers describe being forced through an intermediary as a consistent barrier to reaching their local store

51%

Price alone drove more than half of Q18 competitor choices — the most actionable single lever available for recapturing lost customers

48

Satisfied returners in Q20 already plan to come back with no conditions — these are the brand's most immediately recoverable customers

27%

Q21 positive rate (of substantive responses) is the highest of any question — many of these customers left for circumstantial reasons, not poor experiences

Question 3 · Why Not Returned

"In your own words, why have you not returned for service?"

1,414 responses — the largest question by volume. 90% negative. Staff & service issues dominate at 49%, pricing at 21%. Foundational attrition data.

1,414

Responses

9

Themes

90%

Negative

Question 10 · Communication & Scheduling

"What influenced your communication or scheduling experience?"

202 responses — 91% negative, the highest rate of any question. Reveals systemic breakdown between online booking, call centers, and store execution.

202

Responses

7

Themes

91%

Negative

Question 18 · Competitor Choice

"What made you choose another service provider?"

983 responses — uniquely 63% positive as customers articulate what competitors offered. Price leads at 51%, location at 16%, trust at 10%.

983

Responses

8

Themes

63%

Positive

Question 20 · Return Intent

"What would bring you back?"

872 responses. Price dominates at 57%. 48 customers already plan to return; 47 say nothing would bring them back. Critical win-back intelligence.

872

Responses

9

Themes

55%

Negative

Question 21 · Open Feedback

"Is there anything else you'd like us to know?"

591 responses — 42% non-substantive. Of 295 substantive replies, 27% positive. Highest positive rate across all five questions; richest candid signal.

591

Responses

11

Themes

27%

Pos (subst.)

Sentiment Distribution Across All Five Questions

Q3 · Why Not Returned (n=1,414)

90% Neg

6%

Q10 · Scheduling & Communication (n=202)

91% Neg

Q18 · Competitor Choice (n=983)

63% Pos

26% Neu

11%

Q20 · Return Intent (n=872)

55% Neg

39% Neu

Q21 · Open Feedback (n=591)

49% Neu/Unk

29% Neg

17%

Negative

Positive

Neutral / Unknown