The Customer Retention Report allows you to track new and returning customer appointments at your business by appointment type and for each employee (service provider). When you enable customer tracking, you can use the information collected to develop targeted marketing strategies, improve customer service, and enhance overall customer satisfaction.
There are four appointment types that can be assigned to your customers, depending on whether they've been checked out at your business before, and whether they requested a specific service provider for the appointment they just booked.
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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. The Track Customer Retention setting must be enabled in the Calendar Configuration screen for Vagaro to collect this information.
This report contains two sections:
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Customer Retention by Appointment Type: Shows the number of customers and percentage of all bookings that were marked as that appointment type.
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Customer Retention by Employee: Shows the number and percentage of an employee's bookings for each appointment type.
To run the Customer Retention report:
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Select More
→ → .
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At the top of the screen, select the Date Range of bookings.
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Optionally, select the Filters
button in the top-right corner of the screen to filter the contents of the report, then select Run Report.
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Employees: Select any or all employees to include in the report.
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Customer: Select any or all customers to include in the report.
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Include Past Employees: Whether to include employees who no longer work at your business.
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Business Location: If your business has multiple locations, select the multi-location businesses or all locations in a group you want to review.
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Sort By: Select the criteria to sort the report by.
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Optionally, select a card to view a breakdown of the bookings by appointment type or by employee:
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In the Customer Retention by Appointment Type section, select an appointment type to show a list of those appointments.
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In the Customer Retention by Employee section, select an employee's card, then choose the appointment type to view only those appointments for that employee, or select Star to bookmark this report at the top of the More
For each appointment, you can select the Customer Name to open their profile, and the Appointment Date to view it on the Calendar the appointment details.
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In Customer Retention by Appointment Type
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In Customer Retention by Employee
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Optionally, to export your report, select Action
, then choose an option:
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Star or Remove Star: Add or remove a bookmark to this report in the Starred list at the top of the More
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Print: Print your report if your device is connected to a printer.
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Export PDF or Export Excel: Save the report to a PDF or Excel file.
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This report contains two sections:
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Customer Retention by Appointment Type: Shows the number of customers and percentage of all bookings that were marked as that appointment type.
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Customer Retention by Employee: Shows the number and percentage of an employee's bookings for each appointment type.
To run the Customer Retention report:
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Select Reports
→ .
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At the top of the screen, set the filters for your report, then select Run Report.
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Appointment From-To: Select the start and end dates of the report, then select Submit.
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Employees: Select the employees whose bookings to include, or select All Employees.
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Customer: Select the customers whose bookings to include, or select All Customers.
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Business Location: If your business has multiple locations, select the multi-location businesses or all locations in a group you want to review.
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Advanced Filters: Optionally, select any additional filters to further refine the report.
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Business Location: If your business has multiple locations, select the multi-location businesses or all locations in a group you want to review.
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Include Past Employees: Whether to include employees who no longer work at your business.
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Optionally, sort the appointments by selecting the column headers at the top of the report.
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Optionally, view the individual bookings for each appointment type or employee:
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In the Customer Retention by Appointment Type section, select a Percentage.
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In the Customer Retention by Employee section, select a percentage for an appointment type.
For each appointment, you can select the Customer Name to open their profile, and the Appointment Date to view it on the Calendar the appointment details.
In each drill-through report, you can also:
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Sort the appointments by selecting the column headers.
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Search for specific appointments by customer name, appointment date, service, or employee name in the Search bar in the top-left corner of the report.
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Export
or Print
the list of appointments.
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At the bottom of the screen, you can select:
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Print: Get a hard copy of the report.
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Export: Save the report to an Excel or PDF file (web version only).
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Generating this report will show the following information about your business's customer retention:
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Customer Retention by Appointment Type: Displays the number of customers for each appointment type and the percentage for each appointment type. To see the customers and their appointment information for each appointment type, select the appointment type's Percentage.
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Appointment Type: Whether the appointment was marked as NR, NNR, RR, or RNR.
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No of Customers: The number of customer appointments that were marked as that appointment type.
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Percentage: The proportion of all appointments that were marked as that appointment type.
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Customer Retention by Employee: Displays the appointment types for each employee. To see the customers and their appointment info for each appointment type, select the percentage type in the corresponding column.
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Employee: The name of the employee.
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NR: The proportion of that employee's appointments that were marked as New Request.
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NNR: The proportion of that employee's appointments that were marked as New Non-Request.
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RR: The proportion of that employee's appointments that were marked as Return Request.
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RNR: The proportion of that employee's appointments that were marked as Return Non-Request.
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Comments
8 comments
This function is broken....when making appointments online....it doesnt show up an icon showing if this is RN or NNR etc........Please fix this ASAP as this function is crucial for our business..
Khoa... I looked into this and tried it in my test environment. It does appear that a customer booking online for themselves does not cause the "Appointment Type" selection to set. But, further, I see that somehow, NONE of your appointments (OK, I only looked at a handful) have the appointment type set. You should not be able to do that when creating an appointment on your calendar, but when rebooking from an online appointment, it seems to be leaving the type unset. I'm putting in a ticket for this and have asked support if there's a bug. You should hear from someone soon.
You could go in and edit the future appointments, set the appointment type, and save them.
Hope that helps in the interim.
Donna
Khoa... quick follow-up: for customers booking for themselves online, the BUSINESS must edit those appointments on the calendar in order to set the appointment type. I'm still not sure why you appear to have business-made appointments that do not have it set, but going forward, please remember to edit your online appointments and make sure that anyone who creates appointments through your calendar in-house set the appointment type.
Donna
The issue that we are having is mainly making those appointments online. That's what we really want to know.
That answer is: when a customer books for themselves online, the system does NOT set the appointment type. You have to do that manually by editing and saving the appointment on your calendar.
Donna
That's very unfortunate because that's so important for us because workers wants to know so they can move the the clients around to different nail techs...without needing to call the client...its the biggest flaw of this especially for nail salons.
Really getting frustrated trying to show the new stylists ratio is when the computer does not log whether or not the customer is a repeat person to that stylist. I don’t care if they’re a repeat customer to the salon I need to know if the stylists are retaining their clients and growing their business because . I see them just doing new people and then never seen them again. I need to know what the retention ratio is for clients not as a salon as a hole the system is very broken.
Hi Cindi,
Right now, the Customer Retention feature shows your overall business retention, not each employee. You can filter the report to just one employee; however, their customers will be marked as returning if they've been with another employee. If you'd like to change this logic, I recommend submitting a feature request: https://support.vagaro.com/hc/en-us/articles/360021060374.
Thanks,
Jamie
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