What started as a simple idea has become a global celebration. The Phorest Client Experience Awards recognises the salons, spas, and clinics that go above and beyond to deliver exceptional client care. And as we mark the 10th anniversary of the awards, we are looking back at the journey from the perspective of Shauna Grace, Customer Marketing Executive, and the Phorester who carries forward the tradition today.
And this year, as we mark the 10th anniversary of the Client Experience Awards, we’re putting the spotlight on the awards’ journey and the idea behind them… starting with Shauna Grace, a Phorester who oversees the awards today, and carries forward the tradition of celebrating client care.
Shining a Light on Client Care
When Phorest first launched the Client Experience Awards back in 2015, the idea was simple, but powerful: celebrate the people who make salons, spas, and clinics special. As Shauna explains:
“We saw how hard salon, spa, and clinic teams were working – not just to deliver great services, but to build genuine relationships with their clients. We wanted to shine a light on that human connection and give businesses a way to proudly showcase their dedication to experience, not just outcomes.”
That decision – to base the awards solely on client feedback – wasn’t accidental. There would be no panels, no votes, no secret criteria. Using the reviews, the Phorest system automatically helps gather, we feature the voices of real clients, sharing real experiences, in their own words. To qualify, hair and beauty businesses must maintain a consistently high rating of 4 out of 5 stars or above for a full year.
For Shauna, the heart of the CEAs has always been about recognition: “We hoped it would boost morale, inspire teams, and build trust with clients, letting them know they’re in the hands of people who genuinely care.”
And ten years on, that vision is alive and well. This year’s winners – from Jardines Face & Body Clinic, who have maintained five-star standards for a decade, to House of Sassoon salon, whose glowing reviews highlight their team’s warmth and expertise – prove that outstanding client care is not a one-off achievement, but a daily commitment.
These businesses, and thousands more around the world, are the reason the Client Experience Awards exist: to put the spotlight exactly where it belongs… on the salons, spas, and clinics who make every client feel valued.
Ten Years Strong: The Client Experience Awards Today
Ten years on, the Client Experience Awards have grown into a truly global celebration of client care. In 2025 alone, an unprecedented number of salons, spas, and clinics earned the honour of being recognised for consistently delivering five-star experiences. And while the stickers themselves are proudly displayed in windows, on mirrors, and behind reception desks, the real magic happens in the moment of delivery.
One of the most unique aspects of the Client Experience Awards is that Phoresters volunteer to hand-deliver awards to businesses in their local regions. This year, that meant 640 awards were delivered in person, across the world. As Shauna explains, that personal touch is what makes the awards unforgettable:
“When a Phorester shows up at a business with an award in hand, it’s more than a delivery… It’s a moment of shared joy. It reminds everyone that this isn’t just a digital badge or email notification. It’s a real, heartfelt “thank you” from one human to another. That connection is what makes it memorable.”
For Shauna, reaching the 10th anniversary of the awards has been a deeply rewarding milestone: “Ten years ago, this was just an idea scribbled on a whiteboard. To see how it’s resonated, how many businesses have been impacted, how many smiles we’ve helped create… It’s incredibly rewarding.”
And with each award delivered, we at Phorest are reminded that the Client Experience Awards aren’t just about celebrating numbers. It’s also about recognising the people, the teams, and the client relationships that make this industry shine.
What it Means to Win
From the very beginning, the Client Experience Awards have been about shining a light on the people who put care at the heart of their business. Shauna remembers that first year vividly.
“When we saw the reactions – teams celebrating together, proudly sharing the news with clients – it was clear we’d tapped into something special. But no, we didn’t imagine it would grow to this scale. It’s been humbling to watch it evolve into a global celebration.”
To qualify for a CEA is no small feat. It requires consistently delivering a level of service that leaves clients feeling both satisfied and genuinely valued. As Shauna explains, “It means your clients consistently walk away feeling valued, listened to, and genuinely cared for. It’s a reflection of a strong culture, great leadership, and a team that puts people first.”
That consistency is what makes winners stand out. It’s not about one great appointment, but about showing up with care and professionalism every single day, across an entire year.
This year’s awardees include businesses like Haug London Haus, where they begin with the end in mind, with their stylists wanting each client to feel special in the chair. Or Ruby’s Nail & Spa, whose reviews highlight their welcoming atmosphere and attention to detail.
These stories bring to life what Shauna describes as the true spirit of the Client Excellence Awards:
“Because at the heart of every great business is a human experience. When we take the time to recognise and celebrate those who go above and beyond, we encourage more of it.”
Over the past decade, the awards have also evolved into a community celebration. Today, the hand-delivered certificates and the social media shout-outs have become annual traditions in themselves. As Shauna notes, that shared culture of recognition is what makes the Client Experience Awards more than just a sticker on the door.
“The delivery experience has become a key moment in itself, with hand-delivered awards and social celebrations becoming annual traditions. Most importantly, the community around the CEAs has grown. It’s not simply about the award anymore; it’s about belonging to a culture of care.”
Looking Ahead at the Next 10 Years
As the Client Experience Awards enter their second decade, the vision is as ambitious as ever. For Shauna, the future isn’t about reinventing the awards, but about deepening their meaning and widening their impact.
“I hope the CEAs continue to evolve while staying true to their roots. I’d love to see even more personalisation, deeper community engagement, and broader global reach. But most of all, I hope the heart of it remains the same: celebrating those who put care, kindness, and connection at the centre of their business.”
That heart is what has carried the awards through ten years, and what will carry them through the next ten. Whether it’s a small local salon proudly displaying its first sticker, or a global chain celebrating a decade of five-star reviews, the Client Experience Awards aren’t simply about recognition. They’re also a movement, uniting hair and beauty businesses around one simple truth: when you put clients first, everything else follows.
Congratulations to Our 2025 Winners
As we mark the 10th anniversary of the Client Experience Awards, we’re filled with gratitude and pride. To the 2025 winners: congratulations. Every review, every smile, every five-star moment is a reflection of the care you put into your craft – and it’s our honour to celebrate you.
From the very beginning, the Client Experience Awards have been about more than certificates. They’ve been about recognising the people behind the chair, behind the desk, and behind the scenes who make clients feel valued and cared for. That spirit is what connects our entire community, across regions, time zones, and business sizes.
At Phorest, we’re proud to support salons, spas, and clinics who put client experience first… not just once a year, but every single day. Here’s to the next decade of care, kindness, and connection.
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