Tracking KPIs in the medi-aesthetic industry can be daunting, especially when there are many different metrics to keep an eye on. With so much data at your fingertips, it’s easy to feel overwhelmed about which numbers actually matter and which strategies will truly have an impact. In this practical guide, we’ll cover 5 key metrics and proven best practices that help your med spa increase revenue, improve client satisfaction, and build lasting loyalty.
Metric 1: Maximising Client Lifetime Value (LTV)
LTV represents the total revenue a client will bring to your clinic throughout their entire relationship with you. In medi-aesthetics, this metric is often more powerful than simply focusing on new client acquisition, as it reflects both loyalty and long-term growth. The key to long-term success is offering a diverse range of services that cater to your clients’ evolving needs over time.
As clients age or their priorities change, their concerns may shift—from prevention in their 20s and 30s to rejuvenation, collagen stimulation, and more advanced procedures later on. Clinics that can anticipate and deliver on these evolving needs not only generate sustainable, predictable revenue but also position themselves as trusted partners throughout each stage of the client journey.
While anti-wrinkle injections are a popular treatment and can be a significant revenue source, relying solely on them to sustain client relationships may limit your growth potential. Now, let’s explore why anti-wrinkle injections alone won’t maximise Lifetime Value (LTV) in medi-aesthetics.
Why Anti-Wrinkle Injections Alone Won’t Maximise Lifetime Value in Med Spas
As a med spa owner or manager, you know that anti-wrinkle injections are a highly effective treatment for reducing wrinkles and fine lines. But these injections address only one piece of the aging puzzle. Clients are looking for more than just wrinkle reduction; they want solutions that enhance volume, improve skin texture, and restore overall skin health.
While they are a great starting point, after a few treatments, some clients may feel like it’s not enough to meet all of their needs. Without a more comprehensive treatment plan, they may seek alternatives.
Offering a wider variety of treatments, like combining anti-wrinkle injections with dermal fillers, skin boosters, and other advanced procedures, can give clients a fuller approach to their aesthetic goals. This not only provides longer-lasting results but also keeps clients coming back for more.
With Phorest’s Client Lifetime Value (LTV) report, you can easily track client visits and spending. This allows you to continuously monitor your client relationships and adjust your treatment plans to meet your clients’ evolving needs, ensuring they continue to return and invest in their aesthetic journey.
Best Practice: Scheduling a Two-Week In-Person Review for Anti-Wrinkle Injection Clients
For new clients, schedule the follow-up before they leave to ensure continuity. For existing clients, emphasise the importance of this review and offer a simple phone check-in if they can’t make it in.
Every clinic is unique, but in my experience, addressing client concerns at this critical two-week mark helps prevent churn and boost satisfaction. Anti-wrinkle treatments take about two weeks to fully settle, making this follow-up essential for confirming results and making tweaks if needed. This simple step allows for any necessary adjustments, reinforcing trust and making clients feel valued.
Tracking follow-ups also provides quick insights. If a particular injector has a pattern of more follow-up reviews, it can reveal areas for improvement in technique, helping to refine clinic practices and enhance overall client outcomes.
Metric 2: Consultation Conversion Rate
Consultations are essential in ensuring clients feel heard and understood. They aren’t just a time to recommend services; they’re an opportunity to listen to your clients, build trust, and align with their goals. When you take the time to fully understand what they want, they are far more likely to commit to the treatments you suggest. Before that even happens, though, making sure more of your enquiries actually turn into consultations is key. With tools like Phorest’s Lead Management, you can capture and follow up with potential clients from your website or social channels, helping to ensure those initial sparks of interest make it into the consultation room.
Set Conversion Targets for Injectors
To improve your consultation-to-treatment conversion rates, it’s important to track how consultations translate into bookings. When injectors are aware of their goals, they are more motivated to turn consultations into booked treatments. Clear targets provide both accountability and a tangible benchmark for success, giving injectors something concrete to work toward.
Starting with a benchmark conversion rate of 75% and aiming to improve beyond that is a solid starting point.
Introduce Additional Treatments During Consultations
While addressing the client’s main concern, you can suggest complementary treatments that will enhance their results. For example, if a client comes in for anti-wrinkle injections, mentioning dermal fillers or skin boosters can offer them a more complete solution.
By tracking these potential treatments in their client file with Phorest’s Treatment Plans, you can revisit them during follow-ups, creating a more tailored approach. By focusing on improving the quality and impact of your consultations, you can not only enhance client satisfaction but also drive sustained revenue growth in your clinic.
Metric 3: Average Revenue Per Client (ARPC)
Tracking ARPC ensures that injectors are offering a full facial assessment and comprehensive treatment plans. In the medi-aesthetics industry, £250 per client has become a widely recognised benchmark, reflecting clinics that provide a well-rounded treatment approach tailored to each client’s needs. If your average spend per client is between £150 and £200 per visit, it’s likely most clients are only receiving anti-wrinkle injections.
To increase this average to the £250 benchmark, encourage injectors to offer a wider range of treatment packages, such as advanced facials, dermal fillers, and skin boosters. By broadening the treatment options, injectors can boost revenue while enhancing client satisfaction and loyalty.
You can track this progress using our staff performance dashboard, which provides real-time insights into individual injector performance and helps ensure they’re on track to meet their targets.
Metric 4: Diary Utilisation
Your utilisation rate measures how efficiently your appointment schedule is being used. In practical terms, it’s the percentage of available slots that are actually booked. Aim for a 10% increase in diary utilisation year-on-year to keep your clinic on track for continuous expansion. Be sure to also review booking and rebooking patterns, as well as no-show rates, for data-driven decision-making.
Effective diary management keeps your practice organised and ensures you maximise both peak and off-peak periods. Pre-planning your diary for the year allows you to anticipate seasonal trends, adjust staffing, and ensure key appointment times, such as evenings and weekends, are prioritised. Keeping clients with the same injector by maintaining consistent schedules helps build trust and encourages repeat bookings. Additionally, scheduling injectors’ annual leave as early as possible prevents last-minute disruptions and ensures smooth operations.
Metric 5: Marketing Performance & ROI
In an industry where competition is high, ensuring your marketing spend translates into real revenue is essential. Running targeted ad campaigns on platforms like Facebook and Instagram can help attract new clients, re-engage overdue ones, and encourage repeat bookings. However, without proper tracking, it’s easy to overspend without seeing tangible results.
Phorest Ads Manager helps med spas and clinics take a data-driven approach by running highly targeted social media campaigns directly from the Phorest system. Clinics can showcase high-value treatments, track engagement, and adjust budgets to maximise performance. UK businesses using Phorest achieve, on average, 74 bookings per campaign, bringing in £2,727 in revenue from a £103 ad spend. With built-in analytics, every marketing pound can be optimised to drive growth and increase bookings.
Don’t Forget About Word-of-Mouth Marketing
Let’s not forget the magic of referrals. Did you know clients who are referred to your clinic are 50% more likely to become paying customers? Encouraging your happy clients to share their experiences helps create a steady flow of new faces through your door. It’s one of the best ways to keep marketing costs low while expanding your client base.
Implementing a referral programme where both the referring client and the new client get rewarded is a game-changer for growing your business. With Phorest’s new Referral Programme, your loyal clients become your best advocates, bringing in their friends and family, and boosting your revenue.
You can set up your Phorest Referral Programme in essentially two steps. Toggle the switch to on and set the value of the reward for referring and referred clients. And the best part? Set it and forget it.
Clients will be automatically assigned custom, shareable referral links, which you can embed in marketing emails with just a few clicks. It’s totally hands-off. You get to focus on what really matters: offering exceptional service, building genuine relationships, and continuing to thrive in an ever-growing community.
Team Metric Check-ins
Meeting with your injectors weekly to review their metrics is one of the most effective ways to keep them engaged and motivated. Sitting down together to review their performance, whether it’s new patient numbers, consultation conversion rates, or review feedback, helps them take ownership of their growth. Seeing real-time data allows them to adjust their approach, celebrate small wins, and continuously improve.
And with tools like the Staff Goals app on PhorestGo, your team doesn’t have to wait until the weekly check-in to see how they’re tracking—they can stay motivated day to day, with their progress and milestones always at their fingertips. These weekly check-ins then become less about catching up and more about recognising achievements, planning next steps, and keeping everyone aligned on the path to success.
Smart Metrics, Stronger Business
In the fast-paced world of medi-aesthetics, staying on top of the right metrics might seem daunting, but focusing on the ones that truly matter will set your clinic up for success. Remember, it’s not about chasing every number, but about understanding which ones will have the biggest impact on your business and the journey you’re creating with your clients. With the right insights, you can turn numbers into action that drives growth and celebrates every milestone along the way.
