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Client Retention Report

This report displays the count (#) and percent (%) of clients who return to the same staff member within 30, 45, 60 and 90 days in the reference period.

Things to know:

  • The reference period is the date range selected in the date filter
  • Retention is calculated based on booked or scheduled appointments. The appointment will not count toward retention if it is canceled or marked as a no-show.
  • The total retention percentage for each staff member is calculated by the number of clients who returned / total number of clients. If within a specific date range, the staff member saw 15 clients and only 5 rebooked that staff member, the number of clients retained would be 5, and the retention percentage would be 5/15 x 100 = 33.33 %. 
  • Clients who do not return within 90 days are accounted for in the "Not Retained" column in the report.
  • The total row in the 'By Staff Member' view includes unique clients who returned to the location to the same staff member or to a different staff member. 
  • The 'By Location' view shows retention at all the locations within the child company and the total row in that view shows retention for the overall child company (overall brand in the case of the parent company).

To access this report:

  1. Navigate to Dashboard

  2. Select the Reports tab

  3. Under the Staff section, select the Client Retention report  

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When the report opens, you can filter by a specific staff, location, date, or client type (new or existing clients).  You can also view the report metrics By Location or By Staff Member using the toggle at the top right of the report.  Once you have selected your filters, click on the UPDATE button to generate the desired data.   

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Report Filters 

Filter Description
Location The location where the appointment took place
Staff The name of the staff member who performed the appointment
Clients

New Clients Only - Unique clients who had their first appointment during the date range selected.     

 

Existing Clients Only - Unique clients who had an appointment with a staff member, before the start of the date range and then again during the selected date range.   

 

If none or all is selected in the filter, the data displayed will include both new and existing clients.

Date   The date of the appointment (reference period)

Report Columns

Column Description
Location The location where the appointment took place
Staff Member The name of the staff member who performed the service Clicking the link opens the staff member’s profile 
Clients

Displays the total number of unique clients who had appointments with the staff member during the date range selected 

Retained 30 days

If 1 day is selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days from their appointment.  

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days after the selected date range (reference period). 

Retained 30 days %

If 1 day is selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1-30 days from their appointment 

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days after the selected date range (reference period). 

Formula = Number of clients who rebooked within 1- 30 days / Total number of clients x 100

Retained 45 days

If 1 day is selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 45 days from their appointment.

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 45 days after the selected date range (reference period). 

Retained 45 days %

If 1 day is selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1- 45 days from their appointment 

If 1 day is selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1- 45 days after the selected date range (reference period). 

Formula = Number of clients who rebooked within 1- 45 days / Total number of clients x 100

Retained 60 days

If 1 day is selected in the date filter, the retention is total number of clients who rebooked the same staff member within 1- 60 days from their appointment.

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 60 days after the selected date range (reference period). 

Retained 60 days %

If 1 day is selected in the date filter, the retention percentage is based on the % of clients who rebooked the same staff member within 1- 60 days from their appointment

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 60 days after the selected date range (reference period). 

Formula = Number of clients who rebooked within 1- 60 days / Total number of clients x 100 

Retained 90 days

If 1 day is selected in the date filter, the retention is total number of clients who rebooked the same staff member within 1- 90 days from their appointment.

If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 90 days after the selected date range (reference period). 

Retained 90 days %

If 1 day is selected in the date filter, the retention percentage is based on the % of clients who rebooked the same staff member within 1- 90 days from their appointment.

If multiple days are selected in the date filter, the retention is calculated based on the % of clients who rebooked the same staff member within 1- 90 days after the selected date range (reference period). 

Formula = Number of clients who rebooked within 1-90 days / Total number of clients x 100

Not Retained

Total number of clients who did not rebook the same staff member within 1- 90 days from their appointment  

Formula = Total number clients - retained clients  

Not Retained %

If 1 day is selected in the date filter, the retention percentage is based on the % of clients who did not rebook the same staff member within 1- 90 days from their appointment 

If multiple days are selected in the date filter, the retention is calculated based on the % of clients who did not rebook the same staff member within 1- 90 days after the selected date range (reference period). 

Formula = Total number clients - retained clients x 100

 

Feel free to contact us at support@mytime.com if you have any questions.   

 

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