YourSalon Research · Методология
Бенчмарк барьеров онлайн-записи салонов Центральной Европы 2026
Исследовательский вопрос
How many obstacles does a client meet from finding a salon to confirming a booking, on the public online booking flow, across the four markets?
Охват
A mystery-shopping benchmark of the public online booking flow. It measures friction from finding a salon to the final confirmation step; it never completes a real booking and does not assess service quality.
Период
2026 — single annual edition.
Рынки
Czechia, Poland, Germany, Slovakia. — Чехия, Польша, Германия, Словакия
Целевая совокупность
Salons exposing any public online booking path (own booking page or marketplace), across business types and channels in the four markets.
Планируемая выборка
Target 400–800 booking journeys, distributed across countries and salon types. The final number of journeys is disclosed only after testing.
Критерии включения
- Salons that expose any public online booking path (own booking page or marketplace).
- Across business types and across own-booking vs marketplace channels.
Критерии исключения
- Phone- or DM-only salons (no public online flow to test) — counted separately as 'no online booking'.
- Test/staging pages.
Сбор данных
- We test only the PUBLIC booking process. We never complete a real booking — if a system reaches a final confirmation screen, we record data up to that step and stop.
- Each journey logs 20+ metrics: booking button found, clicks-to-book, time-to-slot, time-to-final-step, forced registration, phone/email required, extra data requested, price and duration visible, staff selection, 'any staff' option, nearest free slots, mobile issues, errors/broken flow, confirmation, online cancel/reschedule, mandatory prepayment, unexpected fees, dark patterns, user-language availability, back without data loss.
Система оценки
Each journey scores 0–100 across seven categories. The direction is fixed everywhere: 100 = the simplest possible process, 0 = practically impossible to book.
100 = easiest to book; 0 = practically impossible.
| Система оценки | % | — |
|---|---|---|
| Discoverability | 15 | Booking button findable, Entry from Google/social |
| Speed | 20 | Clicks-to-book, Time-to-slot, time-to-final-step |
| Transparency | 15 | Price and duration visible, No surprise fees |
| Flexibility | 15 | Staff choice, 'any staff', Nearest slots visible |
| Mobile usability | 15 | No mobile issues, No layout breakage |
| Trust | 10 | Confirmation, clear cancel/reschedule, No dark patterns |
| Accessibility | 10 | User language available, Back without data loss |
Формулы
- Category score:
normalized metric points within the category weight - Friction score:
Σ category scores (0–100, higher = less friction)
Пропущенные данные
A step that cannot be reached (e.g. the flow breaks) is recorded with its failure reason, not silently dropped; the broken-flow rate is reported.
Контроль качества
- Standardized journey script with written rules for each metric.
- A random subset is re-tested on a second device/network.
- Broken-flow reasons are logged, not silently dropped.
Возможные искажения
- Tester device/network can affect timing — standardized but not identical to every client.
- Marketplace vs own-booking populations differ by country.
Ограничения
- Public flows only; phone/DM booking is out of scope by design.
- No salon is named as 'worst'; only aggregated data and anonymized examples are shown.
Конфиденциальность
- No real bookings are completed and no personal data is submitted.
- Only aggregated data and anonymized screenshots are published — no salon is named as 'worst'.
Политика исправлений
Named systems may request a correction with evidence before or after publication; verified corrections are logged.
Политика обновлений
Annual edition; the change log records every update and any named-system correction.
Контакт
Methodology and media questions: info@yoursalon.cz
Источники и методология
Внешние источники пока не цитируются — они добавляются по мере проверки каждого факта.