2026 medspa consumer trends – AI, communication, and client loyalty

What matters most to medspa regulars right now, and how are their expectations evolving as we approach 2026?

A new survey of more than 1,100 U.S. medspa clients uncovers how they book, communicate, and engage with their favorite providers, and the results may surprise you.

From the rise of AI receptionists to the ongoing importance of the phone, the results reveal a clear message: convenience, speed, and accessibility now define loyalty for medspa clients.

Compared with other beauty and wellness industries, medspa regulars stand out for their higher expectations, greater openness to technology, and lower tolerance for friction. These insights show what’s shaping the next stage of growth, and what medspa leaders need to prioritize to stay ahead in 2026.

Focusing on regular clients who visit frequently, and represent the industry’s most engaged consumers, below are four of the most significant findings from the research:

In 2025, 73% of regulars said they prefer medspas that offer after-hours support. And almost 8 out of 10 (82%) said they’d be more likely to rebook with a medspa if booking options were available 24/7.

But the demand for convenience runs even deeper, because booking friction has become one of the industry’s biggest pain points. According to Zenoti’s 2025 medspa consumer survey:

So, how can medspas address this? For 2026, owners should treat “any-time booking” as a baseline. This means:

Even amid the push for digital convenience, medspa clients are still relying heavily on voice interactions. Survey data shows that:

Looking into 2026, the takeaway is: don’t abandon the phone channel, but modernize it. AI-powered receptionists with seamless hand-off between digital and voice can help give your clients what they want.

Across all medspa customers surveyed, accuracy in bookings is still the top expectation for receptionists, whether human or AI. More than 55% of all medspa guests chose accuracy as a must-have, placing it slightly above responsiveness and friendliness.

But the pattern shifts when we look specifically at medspa regulars, guests who book frequently and have an established relationship with the business. When asked which qualities matter most in a front-desk experience — whether handled by a person or an AI receptionist — medspa regulars ranked them as follows:

Although slight, this change is meaningful. Regular clients already trust the business to get bookings right, so accuracy becomes an assumed baseline. What they value most now is immediacy — quick replies, fast confirmation, and the sense that their request is being handled right away.

The takeaway for medspa leaders? Regulars reward responsiveness. They assume accuracy as a given, the baseline, but place extra value on businesses that acknowledge them quickly, respond promptly, and stay consistently available. A front desk that is fast, available, and proactive will increasingly define what “premium service” means to loyal medspa clients.

Speaking of AI, a standout finding from the 2025 survey is that 71% of medspa regulars are comfortable interacting with an AI receptionist. The data clearly shows that medspa clients are ready, and eager, for AI.

In a recent consumer survey of salon and spa clients, 55% of regulars said they’re comfortable with AI, showing that medspa guests lead adoption.

Why? Because AI in a medspa context doesn’t replace personalization, but enables it. Whether it’s answering common questions, confirming bookings, or suggesting relevant add-on services, AI receptionists free human staff to focus on in-person care and relationships.

For 2026, medspa businesses should consider AI front-desk tools as a core element of their operations, and utilize for:

This year’s data tells a clear story: the modern medspa client expects seamless, on-demand, and intelligent service, across every touchpoint.

They want to book whenever it suits them, speak to someone (whether human or AI) instantly, and trust that every interaction will be accurate, efficient, and personalized. Fast responses are now a mark of professionalism, AI is no longer experimental, and after-hours accessibility has become a baseline expectation.

For medspa owners, these trends point to one overarching truth: Client loyalty in 2026 will be earned through responsiveness.

Medspas that combine human empathy with always-on technology — whether through AI receptionists, 24/7 booking, or faster, more reliable communication — will have the competitive advantage, defining what luxury means in the new era of wellness.