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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 a new marketing campaign, these reports give you a comprehensive overview of your client base.
This article shows you how to use the Client retention report:
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 uses a per-appointment basis.
Step by step instructions
The client retention report allows you to see the overall business client retention rates.
1Go to 'Reports' and ensure you have the 'Client retention' report selected from the dropdown and then select the date range
2To see your selections, click on 'View Report'
How to read the 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
Any bookings that were deleted, cancelled, declined or marked as a no show are automatically excluded.
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
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.
Rebooking figures differ from retention figures. To understand and view rebooking data, we recommend using the Executive Summary Report, which has a dedicated section for rebooking data.