YourSalon Research · Методологія
Бенчмарк бар’єрів онлайн-запису салонів Центральної Європи 2026
Дослідницьке питання
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?
Обсяг
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.
Період
2026 — single annual edition.
Ринки
Czechia, Poland, Germany, Slovakia. — Чехія, Польща, Німеччина, Словаччина
Цільова сукупність
Salons exposing any public online booking path (own booking page or marketplace), across business types and channels in the four markets.
Запланована вибірка
Target 400–800 booking journeys, distributed across countries and salon types. The final number of journeys is disclosed only after testing.
Критерії включення
- Salons that expose any public online booking path (own booking page or marketplace).
- Across business types and across own-booking vs marketplace channels.
Критерії виключення
- Phone- or DM-only salons (no public online flow to test) — counted separately as 'no online booking'.
- Test/staging pages.
Збір даних
- 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 оцінювання
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 оцінювання | % | — |
|---|---|---|
| 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 |
Формули
- Category score:
normalized metric points within the category weight - Friction score:
Σ category scores (0–100, higher = less friction)
Відсутні дані
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 якості
- 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.
Можливі викривлення
- Tester device/network can affect timing — standardized but not identical to every client.
- Marketplace vs own-booking populations differ by country.
Обмеження
- 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.
Конфіденційність
- 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'.
Політика виправлень
Named systems may request a correction with evidence before or after publication; verified corrections are logged.
Політика оновлень
Annual edition; the change log records every update and any named-system correction.
Контакт
Methodology and media questions: info@yoursalon.cz
Джерела та методологія
Зовнішні джерела поки не цитуються — їх додають у міру перевірки кожного факту.