2025 Survey infographics: What medspa clients expect for 2026 — From AI to after-hours support
1,100 U.S. medspa clients reveals what matters most: After-hours support, AI receptionists, and the qualities that define a modern front desk experience.
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For many medspas, the challenge isn’t attracting new clients; it’s keeping loyal ones happy. In 2025, that means rethinking how guests schedule, reschedule, and connect with your business.
We surveyed more than 1,100 U.S. medspa clients to learn what matters most to regulars, from AI receptionists to after-hours calls, and how those expectations will shape 2026.
Are medspa regulars still picking up the phone in 2025? What qualities do you clients say are most important in a receptionist (AI, or human)? The answers may surprise you....
Infographic: How do medspa clients feel about AI receptionists?
Data breakdown: Most clients are comfortable interacting with AI receptionists
With growing demand for around-the-clock support and efficiency, many medspa businesses are exploring AI receptionist solutions. So, how do clients feel about it?
- 71% of all medspa regulars feel comfortable with AI receptionists handling bookings and communication.
- Middle-aged clients lead adoption: 8 on 10 (80%) of those aged 45–60, and almost 3 in 4 (72%) of those 30–44, say they’re comfortable with AI.
- Even over 60s are accepting, with 41% stating they are very comfortable interacting with an AI receptionist instead of a human.
Ultimately, this shift shows that AI receptionists are no longer a novelty, but a natural next step in client care.
Infographic: Client scheduling preferences and loyalty
Data breakdown: The data for 24/7 call support at medspas
While online booking preferences have been on the rise, the data is clear. Medpsa clients are still picking up the phone in 2025 — especially when they need support or flexibility:
- For changes to their appointments, 83% say calling is usually the easiest option.
- 51% of medspa regulars say calling is always the easiest option for updating their appointments.
- 79% have skipped booking because it was too difficult to reach someone or book online.
The message is clear: despite the growth of online booking, phone access remains a lifeline — and every missed call is a missed opportunity for loyalty.
Infographic: Client experience and retention
Data breakdown: Always-on availability boosts loyalty at medspas
When booking is easy, accurate, and available anytime, loyalty follows. Clients are clear: they don’t just value convenience — they expect it.
- 79% say they’d be more loyal to medspas with easier booking and communication.
- 64% of medspa regulars say 24/7 receptionist access is extremely or very valuable.
- 73% say they are more likely to pick a medspa that’s reachable 24/7.
- More than 8 in 10 (82%) are more likely to rebook at a medspa with after-hours support.
Always-on support isn’t just a perk. For medspas, it’s a direct driver of client loyalty.
Infographic: Client front desk preferences for 2026
Data breakdown: What clients expect from your front desk
Any medspa owner knows how important the front desk is to your operations, but do you know which qualities matter most to clients? According to our survey, these are the top priorities:
- Speed, availability, responsiveness – 51%
- Accuracy – 49%
- Friendliness – 43%
While it's no surprise that accuracy is important to your clients, what may be surprising is that medspa regulars ranked speed, availability and responsiveness as even more important than error-free booking.
In short, clients want the front desk to be efficient, reliable, and warm — in that order.
What this means for medspas in 2026
The takeaway for medspas is clear:
- Clients are ready for AI, especially those aged 30–60.
- 24/7 booking is no longer optional, it’s an expectation. This goes beyond booking online. Clients want to be able to pick on the phone on their terms, and get the support they need.
- Convenience creates loyalty, seamless scheduling and around-the-clock support keeps guests coming back.
By blending AI receptionists with after-hours accessibility, medspas can deliver the flexibility today’s clients expect, and turn convenience into loyalty.
Methodology
We surveyed 1,107 Americans in September 2025 to explore attitudes toward appointment management in medspas. Respondents were 41% male and 59% female. Full census age balancing yielded responses across four age groups: 19% aged 18–29, 23% aged 30–44, 27% aged 45–60, and 31% over 60.
Participants were drawn from all regions of the United States, and the survey was conducted online through SurveyMonkey Audience. Margin of error is +/- 3.006%.
About Zenoti
Zenoti provides an all-in-one, cloud-based software solution that empowers salons, spas, medspas, barbershops, and fitness studios to seamlessly manage every aspect of the business in a comprehensive mobile solution.
Fair use statement
These insights may be used for noncommercial purposes with proper attribution through a link.
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