Most businesses talk about customer satisfaction. A Moment’s Peace measures it after every single appointment, uses the data to identify and fix problems in real time, and publishes its commitment as a guarantee: we guarantee you will love your service.
The result is over 15,000 five-star reviews and NPS scores that place this Franklin, TN salon and spa among the highest-performing businesses in the country by that measure. We have maintained this standard across 20+ years of service. Here is exactly how it works.
What Is Net Promoter Score?
Net Promoter Score is a customer satisfaction metric that asks one question: on a scale of 0 to 10, how likely are you to recommend this business to a friend or colleague? Respondents who answer 9 or 10 are Promoters. Those who answer 7 or 8 are Passives. Those who score 6 or below are Detractors.
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The scale runs from -100 to +100. Scores above 70 are considered world-class by industry benchmarking standards. The metric was developed by Fred Reichheld at Bain & Company and has become one of the most widely used customer experience benchmarks across industries globally.
How A Moment’s Peace Uses NPS
A Moment’s Peace introduced Net Promoter Score in late 2019, making it a core operational tool rather than an occasional survey. Every guest receives a structured follow-up after every appointment. The data flows back to management in real time. Our NPS scores have consistently ranged from 88 to 93 — placing us far above the world-class threshold of 70.
What Happens When a Score Comes In Low
A guest who scores a 6 or below triggers a direct response from the management team. The issue is identified, the guest is contacted, and a resolution is offered. That follow-through is why the 15,000+ five-star review number is meaningful rather than just large.
The Service Guarantee
The NPS system is the operational backbone of a simple, public commitment: A Moment’s Peace guarantees you will love your service. If your experience falls short of what it should be, that feedback triggers a direct response. The guarantee has teeth because the feedback system makes it impossible to ignore a gap between promise and delivery.
What the Recognition Reflects
The 15,000-plus five-star reviews exist alongside a record of external recognition that validates the same story. Our Salon Today Top 200 recognition for eight consecutive years from 2019 through 2026 includes a 2024 designation as #1 in Elevated Experience — an award that directly evaluates guest experience quality. Our Williamson’s Best award for Best Massage in both 2024 and 2025 reflects the local community’s direct assessment of that same standard.
Read What Our Guests Say
Read what our guests say on our reviews page. The patterns are consistent: skilled professionals, clean and welcoming environment, service that matches or exceeds expectations, and a team that listens.
Book Your Appointment
A Moment’s Peace is at 9050 Carothers Pkwy, Suite 108, Franklin, TN 37067. Open seven days a week. Book your appointment online or call 615-224-0770.
Frequently Asked Questions
What is A Moment’s Peace’s Net Promoter Score?
A Moment’s Peace consistently maintains NPS scores between 88 and 93. Industry scores above 70 are considered world-class. The scores are tracked after every single appointment rather than periodically.
How does A Moment’s Peace handle negative feedback?
Any guest scoring 6 or below in the post-appointment survey triggers a direct response from the management team. The issue is identified and addressed with the guest personally.
What is the service guarantee at A Moment’s Peace?
A Moment’s Peace guarantees you will love your service. If any aspect of your experience falls short, the team will address it directly. The NPS follow-up system is the mechanism that makes this guarantee real rather than aspirational.
