With the Customer Retention Report, you can track new and returning customer appointments by appointment type and by employee. Use this data to see which customers return and to plan follow-up marketing
Vagaro assigns one of four appointment types to every booking. The type depends on two things: whether the customer has been checked out before, and whether they requested a specific provider.
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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 employee 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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Note
If you have auto-assign turned on, online bookings will always be considered as New Non-Request or Return Non-Request unless the customer books from the Staff page
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 shows the following information about your 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.
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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.
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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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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 to report on. The report updates automatically each time you change the date range.
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Optionally, in the top-right corner, select Filters
, set any of the following filters, and then select Run Report.
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Select Export PDF or Export Excel to download this report.
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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Set the date range for your report:
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In the top-right corner, select Date Range
to open the date picker.
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Use the date picker to choose a date range or a preset range like Yesterday or Last 7 Days.
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If you manually selected a date range, select Submit.
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Optionally, in the top-right corner, select Filters
, set any of the following filters, and then select Run Report.
Drill through the Customer Retention report to see each appointment booked for each appointment type or employee.
To drill through the report:
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Drill through each appointment type or employee:
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In the Customer Retention by Appointment Type section, select an Appointment Type.
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In the Customer Retention by Employee section, select an Employee, then choose the appointment type to drill through.
A table of each appointment displays.
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For each appointment, select the Customer Name to open their profile, or the Appointment Date to view it on the Calendar.
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In the report, you can also:
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In the top-right corner, select Search
to search for specific appointments by customer name, appointment date, service, or employee name
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In the top-right corner, select Action
to sort, print, or export the report.
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To drill through the report:
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Drill through each appointment type or employee:
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In the Customer Retention by Appointment Type section, select an Appointment Type under Percentage.
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In the Customer Retention by Employee section, select an Employee under NR, NNR, RR, RNR.
A table of each appointment will display.
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For each appointment, select the Customer Name to open their profile, or the Appointment Date to view it on the Calendar.
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In the 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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Select Export
or Print
to get a copy of the list of appointments.
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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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