The Customer Retention Report allows you to track new and returning customer appointments at your business by appointment type and by employee (service provider). When you schedule a customer in-house, you must select an appointment type; however, online bookings are automatically assigned an appointment type based on whether they have been checked out at your business or if they selected a service provider. For information about setting up customer retention tracking, see How to Track Customer Retention.
There are four retention types:
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RR (Return Request): Returning customers who requested a specific service provider. Customers are considered "returning" if they have previously been checked out by any service provider at your business.
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RNR (Return Non-Request): Returning customers who didn't request a specific service provider. Customers are considered "returning" if they have previously been checked out by any service provider at your business.
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NR (New Request): New clients who requested a specific service provider.
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NNR (New Non-Request): New clients who didn't request a specific service provider.
The Customer Retention Report contains two sections:
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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.
On a Phone
On the Web, Tablet, or Paydesk
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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.
On a Phone
On the Web, Tablet, or Paydesk
Prerequisites: This feature is available for all Vagaro businesses.
To run the Customer Retention report:
To run the Customer Retention report:
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Select
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At the top of the screen, select the Date Range. By default, the report will show information for the current month.
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Optionally, specify the Date Range. By default, the report will show information for the current month.
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Optionally, select the Settings button at the top of the screen to filter the contents of the 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: Select the business(es) to include in your report. (This option is available only if the Multi-Location Reports access level is set to View.)
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Sort By: Select the criteria to sort the report by.
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Select Run Report.
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To save this report, select the More button at the top of the screen, and then select Export to PDF or Export to Excel.
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To print this report, select the More button at the top of the screen, and then select Print.
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To view the customer retention details of an appointment type or an employee, select an entry in the report.
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To save these reports, select the More button at the top of the screen, and then select Export PDF or Export Excel.
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To print these reports, select the More button at the top of the screen, and then select Print.
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To run the Customer Retention report:
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Select Reports, and then under the Employee heading in the left-side menu, select Customer Retention.
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Optionally, specify the Appointment From-To date range. By default, the report will show information for the current month.
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Optionally, filter the contents of the 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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Optionally, select Advanced Filters and specify any additional filters:
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Tip: Select whether to include tips in the report (will be shown at the bottom of the report).
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Include Past Employees: Whether to include employees who no longer work at your business.
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Appointment Date: Specify the date range that appointments were booked.
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Business Location: Select the business(es) to include in your report. (This option is available only if the Multi-Location Reports access level is set to View.)
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Select Run Report.
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To save this report, select Export > Excel or PDF.
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To print this report, select Export > Print.
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To view the customer retention details of an appointment type or an employee, select the corresponding percentage.
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To save these reports, select the Download button , and then select Excel or PDF.
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To print these reports, select the Print button .
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Comments
9 comments
Would love to see a break down by provider of their NR/NNR, etc report, is that in the works?
Report shows all 0% even after including all staff and clients.
Hi Aishah... If you want to see customer retention, you need to have the customer tracking setting turned on. To change the setting, hover over Calendar on the top toolbar, click Configuration, and then you need to turn on Track Customer Retention.
Hopefully, this answers your question. If you need more help, feel free to reach out.
Thanks,
Jamie
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.
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