Phorest, the software platform developed for salon, spa and clinic management, has taken home the gold award for Best B2B Customer Experience – Small Business at the Ireland Customer Experience Awards, held at the Royal Marine Hotel, Dun Laoghaire, Dublin.
The national award recognises private sector organisations that demonstrate the highest benchmark of customer care, trust, and service innovation across Ireland.
Phorest, which serves over 12,000 hair, beauty, and aesthetic salon businesses globally, secured the top spot following a judging process that highlighted the platform’s ability to pair cutting-edge AI product innovation with a community-led customer philosophy.
The ‘SgH’ Philosophy
Phorest’s customer interactions are measured by the SgH score, based on the Irish language saying ‘Seirbhís Go Hiontach’ meaning Wonderful Service.
Rather than relying on impersonal corporate acronyms such as CSAT, Phorest embeds Seirbhís Go Hiontach across its global training and hiring process to ensure that salon, spa or or clinic owners across the world all get a taste of true Irish hospitality.
Phorest’s winning entry highlighted a leap in service data, including a world-class NPS reaching 69 globally (and an impressive 72 in the Irish market), an industry-leading 99.999% platform uptime, and a 61.33% reduction in customer support resolution times following the roll-out of new live chat functionalities.
Phorest’s customer-centric approach was further demonstrated by its flagship event, the Phorest Summit, which recently celebrated 10 years in Dublin with 650 global attendees, and its rollout of advanced, ethical AI tools like CheatSheet AI and FrontDesk AI designed to amplify, rather than replace, salon, spa and clinic staff.
“Taking home this award is a massive milestone for us. Our customer service is driven by ‘Seirbhís Go Hiontach’ which is a commitment to going above and beyond to create magic moments for the businesses who trust us with their livelihoods,” said Niamh Greaney, Phorest’s Director of Customer Success UK & Ireland.
“To be named among the top customer experience providers in the country is a testament to our relentless global team and the 12,000+ salon owners who build the Phorest community every day.”