Case Study: Enrich Salons achieves 45% feedback collection in 4 months with Zenoti

How Enrich Salons Grew Feedback Collection to 45% in 4 Months

Enrich Salons, a Mumbai-based chain that grew from 10 to over 50 centers across five cities, was struggling with an unscalable, paper-based feedback process that left only vocal negative voices visible online and few positive reviews to balance their reputation. They needed a way to capture more customer feedback, manage complaints efficiently, and showcase authentic positive reviews to build trust in new markets.

By switching to Zenoti’s integrated feedback on iPads, mobile app and website, customers began self-submitting reviews (with screen-lock and share permission), while Zenoti’s issue-management sent SMS alerts and logged negatives for follow-up. In four months feedback rates rose from 8% to 45% (now ~25,000 responses/month), enabling easy sharing on social channels, faster issue resolution, stronger credibility in new cities, and a morale boost for staff.

Enrich Salons

Sachin Kamat

Director of Customer Engagement