Soft Focus · Wellness studio · Brighton
A Brighton wellness studio grew rebook rate to 82%
82%
First-visit rebook
up from 41%
6.7
Visits per customer / yr
up from 4.2
−46%
Paid acquisition spend
The challenge
Soft Focus had a strong first-visit experience but rebook rate sat at 41%. Customers left with a receipt and no scheduled follow-up, and the marketing budget was going to re-acquiring people who had already visited.
What Cover Beauty changed
The team enabled Cover Beauty's post-treatment rebook flow, a single-tap 'book same slot in six weeks' shown on the therapist's device at wrap-up. They also switched on stylist-signed 48-hour follow-up messages, kept warm and non-marketing.
The outcome
First-visit rebook rate moved from 41% to 82% inside three months. Repeat visits per customer per year rose from 4.2 to 6.7. Paid acquisition spend dropped 46% without a fall in overall bookings.
"The rebook-at-the-chair moment is the whole business. Cover Beauty made it a one-tap gesture on the therapist's iPad. Everything else follows from that."