Customer Trends and Expectations from Spas: A Study of Champneys’s Health Spa

MANAGEMENT REPORT

Executive Summary
The present report discusses about the customer trends and expectations from the Spas. This report is based on the study of Champneys’s Health Spa and the services it provides to its customers.
Under this report, it has been identified that the consumers want to receive exclusive experiences as well as services from the service providers. They want to feel prioritized if they are paying the
service providers. They expect professionalism, punctuality, and relaxation from the Champneys’s Health Spa. The consumer service blueprint throws light on the physical evidence of the
Champneys’s Health Spa and also includes customer action. The physical evidence of the Champneys’s Health Spa includes Lavish guest entrance, waiting lobby, therapists, care units,and mirrors.
And, the customer action includes reservation, parking, check in, check out, suites. The customers expects the same from the Champneys’s Health Spa.

Table of Contents
Executive Summary............................................................................................................................................................................................................................................................. 2
INTRODUCTION................................................................................................................................................................................................................................................................. 4
MAIN BODY........................................................................................................................................................................................................................................................................ 4
Customer Journey Mapping.............................................................................................................................................................................................................................................. 4
Customer Service Blueprint.............................................................................................................................................................................................................................................. 5
Primary components of the service blue print................................................................................................................................................................................................................... 6
Recommendations............................................................................................................................................................................................................................................................. 8
CONCLUSION.................................................................................................................................................................................................................................................................... 9
REFERENCES.................................................................................................................................................................................................................................................................. 10