Track the ratio of new and returning customers online and in-house by enabling the Track Customer Retention setting. By categorizing customers based on their retention behavior, your business can gain insights about your customers' booking preferences and patterns. This information can be analyzed in the Customer Retention report, which can also show retention rates for each employee. You can use this information to develop targeted marketing strategies, improve customer service, and enhance overall customer satisfaction.
Note
Enabling customer retention tracking does not apply retroactively to past appointments or those already booked.
The appointment type changes depending on whether the customer books in-house or online:
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In-House Booking: You choose which appointment type the customer is assigned.
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Online Books: Vagaro assigns the appointment type based on whether the customer has been previously checked out at your business and selected a service provider for the booking.
The appointment type can be shown on your calendar to display whether the customer is new or returning. For example, the appointment below was tagged by an employee in-house as "NR" (New Request) when the appointment was booked in-house for Alejandra Edmund because she had never been checked out at this business before and also requested a specific service provider for the appointment.
There are four appointment types that can be assigned to customers:
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RR (Return Request)
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In-House bookings: Customers who've previously been checked out by any employee at the business and requested a specific service provider for the appointment.
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Online bookings: Customers who've previously been checked out by any employee at the business and searched for an appointment online with a specific provider.
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RNR (Return Non-Request)
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In-House bookings: Customers who've been previously checked out by any employee at the business and didn't request a specific provider for the appointment.
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Online bookings: Customers who have been previously checked out by any employee at the business and booked an appointment online with "Any employee."
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NR (New Request)
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In-House bookings: Customers who haven't visited the business before and requested a specific provider for the appointment.
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Online bookings: Customers who haven't visited the business before and searched for an appointment online with a specific provider.
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NNR (New Non-Request)
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In-House bookings: Customers who haven't visited the business before and didn't request a specific provider for the appointment.
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Online bookings: Customers who haven't visited the business before and booked an appointment online with "Any employee."
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Prerequisites: This feature is available for all Vagaro businesses.
To enable customer tracking of customer retention:
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Go to Calendar Configuration.
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On a Phone: Go to → → → .
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On the Web, Tablet, Pay Desk, or PayPro: Go to → + .
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Scroll down to Track Customer Retention and toggle on the switch.
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Select when badges should be displayed:
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Display Badge for all customers: Show a badge on all appointments regardless of whether it's for a new or returning customer.
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Display Badge for new customers only: Show a badge on the appointment only if it's for a new customer.
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Select Save.
Even though Vagaro automatically assigns an appointment type to online bookings, you can manually change it by editing the appointment or in the Checkout screen.
A customer's appointment type can be manually changed from the Calendar screen.
To change a customer's appointment type in their booking:
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On the Calendar, select the customer's appointment, then select Edit.
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Select another Appointment Type.
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Complete the customer's checkout.
A customer's appointment type can also be manually changed during the checkout process.
To change a customer's appointment type from the Checkout screen:
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On the Checkout screen, search for and select the customer checkout by booking a new appointment or checking out their completed appointment.
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Select another Appointment Type.
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Complete the customer's checkout.
To change a customer's appointment type from the Checkout screen:
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On the Checkout screen, search for and select the customer checkout by booking a new appointment or checking out their completed appointment.
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In the App Type list, select an appointment type.
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Complete the customer's checkout.
Comments
6 comments
i am a solo studio owner/worker. is there a way to just have nr and rr?
also, is there a way the system could automatically do this for online booking- like just look up if a client has been in before?
Good suggestions. Please consider adding these as new feature requests (link at the top of the help center pages), or up-voting existing requests that are similar to what you want.
I really wish vagaro would add a first time client retention report as well as a more detailed customer rebooking information. It makes it super hard for us to do performance evaluations on a team based business model
Please consider adding this as a new feature request (link at the top of the help center pages), or up-voting existing requests that are similar to what you want.
When clients book online please have them choose if it is a request for this employee or not a request for this employee. Vagaro auto assigns non request to online bookings and some of our clients have been very upset if their appointment gets moved because it is marked as a non request when they were a RR.
Hi Stacy,
Thanks for reaching out and posting on our help center. I submitted this comment as feedback to our product team. For now, I suggest submitting a feature request. Please post the feature request here so others can vote for this change.
https://support.vagaro.com/hc/en-us/articles/360021060374-Submit-a-New-Feature-Request
Thank you, Jamie
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