Turn on Track Customer Retention to see how many of your customers are new versus returning, both online and in-house. The Customer Retention report breaks the numbers down by employee, so you can see who customers are coming back for.
Note
Tracking starts when you turn the setting on. It doesn't apply to past appointments or appointments already booked.
An appointment type is a tag that marks whether a booking is from a new or returning customer, and whether they requested a specific provider. Vagaro assigns the appointment type differently depending on how the customer books:
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In-house booking: You choose the appointment type at booking or checkout.
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Online booking: Vagaro assigns the type based on whether the customer has been checked out before and whether they picked a specific provider.
The Calendar can show each appointment's type as a badge. In the example below, Alejandra Edmund's appointment is tagged NR (New Request) because she's a first-time customer who requested a specific provider.
Vagaro uses four appointment types:
|
Type |
Customer is |
Requested a specific provider |
|---|---|---|
|
RR (Return Request) |
Returning |
Yes |
|
RNR (Return Non Request) |
Returning |
No (chose "Any employee" online) |
|
NR (New Request) |
First-time |
Yes |
|
NNR (New Non Request) |
First-time |
No (chose "Any employee" online) |
Prerequisites: This feature is available for all Vagaro businesses.
To turn on customer retention tracking:
-
Go to Calendar Configuration:
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Phone: Select More
→ → .
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Computer, Tablet, Pay Desk, or PayPro: Select Settings
→ .
-
-
Scroll down, then turn on Track Customer Retention.
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Below Track Customer Retention, use the list to select when badges should be shown:
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Display badge for new customers only
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Display badge for all customers
-
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Select Save.
Note
If you're on the Vagaro Pro app, you must sign out and sign back in to see changes.
Vagaro assigns the appointment type for online bookings automatically, but you can change it later, either by editing the appointment or from the Checkout screen.
To change a customer's appointment type in their booking:
-
Go to the Calendar
screen.
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Select the appointment on the calendar to open its details, then select Edit.
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Select Appointment Type and select another option.
-
Select Save.
To change a customer's appointment type in their booking:
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Go to the Calendar
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Select the appointment on the calendar to open its details, then select Edit.
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Use the Appt. Type list to choose another option.
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Select Save.
To change a customer's appointment type from the Checkout screen:
-
Go to the Checkout
screen, or check out the customer directly from the Calendar.
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For existing appointments or classes, the customer is already selected and ready for checkout.
Note
For existing appointments or classes, the customer is already selected and ready for checkout.
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Select Shopping Cart.
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Select the service in the cart.
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Select Appointment Type, then choose another option.
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Select → .
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Check out the customer.
To change a customer's appointment type from the Checkout screen:
-
Go to the Checkout
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For existing appointments or classes, the customer is already selected and ready for checkout.
Note
For existing appointments or classes, the customer is already selected and ready for checkout.
-
Use the App Type list to select another appointment type.
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Check out the customer.
Comments
11 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
Anybody know how to get rid of this “Customer Retention Tracking”. Thanks in advance… I tried “Go to Settings → Look & Feel+Calendar Configuration.” but the system wont let me click on it.
Hi Mei, you should be able to turn it off. Can you send a screenshot of what you're seeing on your end?
Thanks, Jamie
Hi Jamie, yes, I can see the button to turn it off, but it wouldn't let me to click on it.
Hi Mei,
That's strange. Might be an issue with your browser or device. Can you try on another device if you have one? If not, I recommend contacting our support team for assistance.
Thanks, Jamie
Thank you so much, it worked with a different device :)
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