Client Retention Report

Modified on Mon, 10 Feb at 1:42 PM

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 dividing the number of clients who returned by the total number of clients. For example, if a staff member saw 15 clients within a specific date range and only 5 clients rebooked with them, the number of clients retained would be 5. The retention percentage would be calculated as 5 / 15 x 100 = 33.33%.
Clients who do not return within 90 days of their appointment are listed in the "Not Retained" column of the report.
When the "By Staff Member" toggle is selected:
A client is counted as retained by staff if they rebook with the same staff member within 1 to 90 days of their first appointment that occurred during the reference period, even if the rebooking occurs during or after the reference period. However, for retention to count, the client’s visits must be consecutive with the same staff member. Example:
January 1: Client books an appointment with Staff A
January 9: Client books an appointment with Staff B
January 15: Client returns to Staff A
Retention Outcome: The client is not considered retained for Staff A because their visits were not consecutive with the same staff member. The appointment with Staff B on January 9 disrupted the retention sequence for Staff A.
The total row includes unique clients who returned to the location to the same staff member or to a different staff member.
The report is initially sorted by staff members and then by clients
Export summary data: The exported data is sorted solely by staff member's name.
Export detailed data: The exported data is sorted by staff member(s) name, and then, for each staff member, the client's name(s) are sorted alphabetically
When the "By Location" toggle is selected:
- A client is counted as retained by location if they rebook at the same location within 1 to 90 days of their first appointment that occurred during the reference period, even if the rebooking occurs during or after the reference period, and regardless of the staff member they see.
- The report is initially sorted by staff members and then by clients to present the data.
- Export summary data: The exported data is sorted solely by staff name.
- Export detailed data: The exported data is sorted by location(s) name, and then, for each location, the client's name(s) are sorted alphabetically

To access this report:

Navigate to Dashboard
Select the Reports tab
Under the Staff section, select the Client Retention report

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.

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. When multiple days are selected in the date filter, retention is calculated based on the total number of clients who rebook with the same staff member within 1 to 30 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the reference period.
Retained 30 days %	If 1 day is selected in the date filter, the retention is the percentage of clients who rebooked the same staff member within 1–30 days from their appointment. When multiple days are selected in the date filter, retention is calculated as the percentage of clients who rebook with the same staff member within 1 to 30 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the 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. When multiple days are selected in the date filter, retention is calculated based on the total number of clients who rebook with the same staff member within 1 to 45 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the reference period.
Retained 45 days %	If 1 day is selected in the date filter, the retention is the percentage of clients who rebooked the same staff member within 1–45 days from their appointment. When multiple days are selected in the date filter, retention is calculated as the percentage of clients who rebook with the same staff member within 1 to 45 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the 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 calculated based on the total number of clients who rebooked the same staff member within 1–60 days from their appointment. When multiple days are selected in the date filter, retention is calculated based on the total number of clients who rebook with the same staff member within 1 to 60 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the reference period.
Retained 60 days %	If 1 day is selected in the date filter, the retention is the percentage of clients who rebooked the same staff member within 1–60 days from their appointment. When multiple days are selected in the date filter, retention is calculated as the percentage of clients who rebook with the same staff member within 1 to 60 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the 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 calculated based on the total number of clients who rebooked the same staff member within 1–90 days from their appointment. When multiple days are selected in the date filter, retention is calculated based on the total number of clients who rebook with the same staff member within 1 to 90 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the reference period.
Retained 90 days %	If 1 day is selected in the date filter, the retention is the percentage of clients who rebooked the same staff member within 1–30 days from their appointment. When multiple days are selected in the date filter, retention is calculated as the percentage of clients who rebook with the same staff member within 1 to 90 days after their first appointment during the reference period. This applies even if the rebooking occurs during or after the reference period. Formula = Number of clients who rebooked within 1-90 days / Total number of clients x 100
Not Retained	The total number of clients who did not rebook with the same staff member within 1–90 days after their appointment. Formula: Total number of clients - Retained clients
Not Retained %	If 1 day is selected in the date filter, the retention percentage is based on the percentage of clients who did not rebook with the same staff member within 1–90 days after their appointment. If multiple days are selected in the date filter, retention is calculated based on the percentage of clients who did not rebook with the same staff member within 1–90 days, either during or after the selected date range (reference period). Formula = Total number clients - Retained clients x 100

Scenarios

Reference Period (dates selected in filter): Jan 1 - Jan 15

Retention by Staff Member

Scenario 1:

Client visits Staff A on January 9
Client visits Staff A again on January 20
Result: The client is counted as retained for Staff A

Scenario 2:

Client visits Staff A on January 1
Client visits Staff A again on January 10
Result: The client is counted as retained for Staff A

Scenario 3:

Client visits Staff A on January 9
Client visits Staff B on January 10
Result: The client is not retained for Staff A because the subsequent visit was with a different staff member.

Scenario 4:

Client visits Staff A on January 1
Client visits Staff B on January 9
Client returns to Staff A on January 15
Result: The client is not considered retained for Staff A because their visits were not consecutive with the same staff member. The appointment with Staff B on January 9 interrupted the retention sequence for Staff A.

Retention by Location

Scenario 1:

Client visits Location X on January 2 and sees Staff A
Client visits Location X again on January 10 and sees Staff B
Result: The client is counted as retained for Location X, as both visits were at the same location, regardless of the staff member.

Scenario 2:

Client visits Location X on January 1
Client visits Location Y on January 20
Result: The client is not retained for Location X, as the second visit was at a different location.

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