2025 Survey infographics: What salon and spa clients want for 2026 — AI and appointment booking trends
AI at the front desk? We asked 1,000 salon and spa clients what they expect in 2026 — and their answers may surprise you.
Most Popular
As we approach 2026, many salon and spa owners are asking: What do clients really think about AI receptionists? How do loyal customers prefer to manage their appointments? We surveyed over 1000 salon and spa customers in the U.S. to understand how regulars feel about calls, timing, and automated front desk support — and the results may surprise you.
Infographic: Client scheduling preferences and loyalty
Data breakdown: Are clients still picking up the phone? The data for 24/7 call support
While online booking preferences have been on the rise, clients are still picking up the phone — especially when they need support or flexibility:
- 77% say calling is always or mostly the easiest way to update appointments.
- 81% of salon and spa regulars call to manage appointments outside normal hours at least sometimes.
- Half of regulars (50%) say they regularly need after-hours support.
It’s clear: phones still matter to clients, especially when there is nobody they can speak to in-person.
Infographic: Client experience and retention
Friction kills bookings, while ease boosts salon and spa loyalty
It’s no secret that convenience drives engagement. But going into 2026, the numbers show just how critical it is to remove friction in the booking process.
- 71% of salon and spa regulars have skipped booking because it was too hard to reach someone or use the online system.
- 73% say they would be more loyal to a salon or spa with easier booking and communication options, with 38% saying they’d be much more loyal.
Convenience isn’t just nice to have. It’s a loyalty driver.
Infographic: Client front desk preferences
Data breakdown: What clients expect from your front desk
In an ideal world, a receptionist would be friendly, fast, and perfectly accurate. But which qualities matter most to clients? According to our survey, these are the top priorities:
- Accuracy – 62%
- Speed and availability – 53%
- Friendliness – 52%
In short, clients want the front desk to be reliable, efficient, and warm — in that order.
Infographic: AI receptionist client comfort level
Data breakdown: What salon and spa clients think of AI receptionists
With growing demand for around-the-clock support and efficiency, many businesses are exploring AI receptionist solutions. So, how do clients feel about it?
- 63% say 24/7 receptionist access is extremely or very valuable.
- 55% are comfortable interacting with an AI receptionist.
- 36% of loyal customers say they’re very comfortable with the idea.
AI isn’t a dealbreaker — for most, it’s actually a welcome solution.
Breakdown by age: Which clients prefer AI receptionist support
Comfort with AI receptionists varies by age, and the middle-aged crowd is leading the charge:
- Ages 30–44:
- 67% are comfortable
- 43% are very comfortable
- Ages 45–60:
- 79% are comfortable
- 69% are very comfortable
- Ages 60+:
- Only 28% are comfortable
- 43% are not comfortable at all
If your clientele skews middle-aged, the data shows strong openness to AI assistance.
Improving the front desk experience in 2026
If your goals for 2026 include increasing profits, easing staff stress, and improving client experience, an AI receptionist may be able to help. This tool offers 24/7 availability, accurate and immediate responses, higher client satisfaction, and the support your team needs to thrive.
As client expectations evolve, your front desk can too — with a little help from the right tools. Give an advanced salon and spa AI receptionist a try to see if this solution can help your team.
Methodology
We surveyed 1,011 Americans in September 2025 to explore attitudes toward appointment management in salons and spas. Respondents were 47% male and 53% female. Full census age balancing yielded responses across four age groups: 21% aged 18–29, 25% aged 30–44, 30% aged 45–60, and 24% 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 +/- 3.15%.
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.
Book your bi-weekly check-in for industry tips, trends, and insights to grow your brand
Your standing appointment for business growth — delivered straight to your inbox
Get the latest industry tips, trends, and insights to grow your brand.