The Oaks at Ojai: Award-Winning California Spa Focused on Customer Feedback

The Oaks at Ojai is an award-winning destination spa in California. Two-thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas. Just before heading home, each guest is asked to complete a questionnaire and provide feedback about his or her experience. Questions are specific and management meets weekly to review and discuss the improvements suggested by guests. Each guest who completed a questionnaire receives a letter of thanks with a promise to follow up on any issues mentioned. By conducting research and focusing on customer relationships, The Oaks is closing provider 'Gap 4' of the gaps model of service quality.