The Customer Retention Report allows you to track all the appointment types that are being booked in the system.
There are four retention types:
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RR (Return Request) - This tracks returning clients requesting a specific service provider.
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RNR (Return Non Request) - This tracks returning clients not requesting a specific service provider.
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NR (New Request) - This tracks new clients requesting a specific service provider.
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NNR (New Non Request) - This tracks new clients not requesting a specific service provider.
To run the Customer Retention report, follow these steps:
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Click Reports. Then click Customer Retention.
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Under Date Range, select the dates you prefer. This allows you to see your customer retention within the period you choose.
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Under Employees, select the employees you want to include in the report.
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Under Customer, select a customer.
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Click Advanced Filters to include information about past employees in the report.
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Click Run Report when you're ready.
The customer retention report is broken into 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. This allows you to see the business's total number of returning and new clients overall.
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Customer Retention by Employee - displays the customer types for each employee. This allows you to see each employee's number of returning and new customers.
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Click Export to export the report to an Excel spreadsheet. Click Print to get a paper copy.
Comments
11 comments
is there not a way to click on the New Requests etc to see which clients those are under that heading?
Hi Tanya,
Unfortunately there is not currently a way to do this. I will share this feedback with our Team to see if this is something they can add to the system in the future. Keep an eye out for any updates.
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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