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Timely provides a powerful suite of client reports designed to help you understand your clientele and grow your business. From tracking new and returning clients to identifying a specific target audience for new marketing campaigns, these reports give you a comprehensive overview of your client base. In this article, you will learn how to use the client retention report.
Timely note: Timely reports are designed to display different information, as each report pulls data in its own way. As a result, the figures in this report will differ from those in the executive summary report. This is expected, as this report calculates retention on a per-client basis, whereas the executive summary report uses a per-appointment basis.
How to use the client retention report
The client retention report allows you to see the overall business client retention rates. To view this:
How to read the client retention report
The report is built using three sets of booking data based on your selected date range:
Bookings are appointments that took place within your selected date range
Future bookings are appointments scheduled after your selected date range
Returning bookings are appointments that happened before your selected date range
How clients are categorised based on their booking history:
New client is someone who has a booking during your date range but not before it
Returning client has bookings both before and within your date range
Retained client is someone who had a booking during your date range and also after it
Timely notes:
The retention percentage is a percentage of clients from your selected date range who have booked again in the future, and it's calculated by the number of clients with a future appointment divided by the number of total clients who had an appointment.
The report also lets you group data by location, staff, member, booking, channel, service and service category. Each of these uses the same data, it's just sliced differently to provider deeper insights.
Any bookings that were deleted, cancelled, declined or marked as a no show are automatically excluded.