This report displays the count (#) and percent (%) of clients who return to the same staff member within 30, 45, 60 and 90 days in the reference period.
Things to know:
- The reference period is the date range selected in the date filter
- Retention is calculated based on booked or scheduled appointments. The appointment will not count toward retention if it is canceled or marked as a no-show.
- The total retention percentage for each staff member is calculated by the number of clients who returned / total number of clients. If within a specific date range, the staff member saw 15 clients and only 5 rebooked that staff member, the number of clients retained would be 5, and the retention percentage would be 5/15 x 100 = 33.33 %.
- Clients who do not return within 90 days are accounted for in the "Not Retained" column in the report.
- When the "By Staff Member" toggle is selected:
The report is initially sorted by staff members and then by clients
A client is counted as retained by staff if they have consecutive visits within the retention window with the same staff member.
The total row in the 'By Staff Member' view includes unique clients who returned to the location to the same staff member or to a different staff member.
- Export summary data: The exported data is sorted solely by staff member's name.
- Export detailed data: The exported data is sorted by staff member(s) name, and then, for each staff member, the client's name(s) are sorted alphabetically
- When the report is filtered by Location:
- The report is initially sorted by staff members and then by clients to present the data.
- Export summary data: The exported data is sorted solely by staff name.
- Export detailed data: The exported data is sorted by location(s) name, and then, for each location, the client's name(s) are sorted alphabetically
- A client is counted as retained by location as long as their visits are to the same location, regardless of the staff member they see.
- The 'By Location' view shows retention at all the locations within the child company and the total row in that view shows retention for the overall child company (overall brand in the case of the parent company).
To access this report:
Navigate to Dashboard
Select the Reports tab
Under the Staff section, select the Client Retention report
When the report opens, you can filter by a specific staff, location, date, or client type (new or existing clients). You can also view the report metrics By Location or By Staff Member using the toggle at the top right of the report. Once you have selected your filters, click on the UPDATE button to generate the desired data.
Report Filters
| Filter | Description |
| Location | The location where the appointment took place |
| Staff | The name of the staff member who performed the appointment |
| Clients | New Clients Only - Unique clients who had their first appointment during the date range selected.
Existing Clients Only - Unique clients who had an appointment with a staff member, before the start of the date range and then again during the selected date range.
If none or all is selected in the filter, the data displayed will include both new and existing clients. |
| Date | The date of the appointment (reference period) |
Report Columns
| Column | Description |
| Location | The location where the appointment took place |
| Staff Member | The name of the staff member who performed the service Clicking the link opens the staff member’s profile |
| Clients | Displays the total number of unique clients who had appointments with the staff member during the date range selected |
| Retained 30 days | If 1 day is selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days from their appointment. If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days after the selected date range (reference period). |
| Retained 30 days % | If 1 day is selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1-30 days from their appointment If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1-30 days after the selected date range (reference period). Formula = Number of clients who rebooked within 1- 30 days / Total number of clients x 100 |
| Retained 45 days | If 1 day is selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 45 days from their appointment. If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 45 days after the selected date range (reference period). |
| Retained 45 days % | If 1 day is selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1- 45 days from their appointment If multiple days are selected in the date filter, the retention on the % of clients who rebooked the same staff member within 1- 45 days after the selected date range (reference period). Formula = Number of clients who rebooked within 1- 45 days / Total number of clients x 100 |
| Retained 60 days | If 1 day is selected in the date filter, the retention is total number of clients who rebooked the same staff member within 1- 60 days from their appointment. If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 60 days after the selected date range (reference period). |
| Retained 60 days % | If 1 day is selected in the date filter, the retention percentage is based on the % of clients who rebooked the same staff member within 1- 60 days from their appointment If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 60 days after the selected date range (reference period). Formula = Number of clients who rebooked within 1- 60 days / Total number of clients x 100 |
| Retained 90 days | If 1 day is selected in the date filter, the retention is total number of clients who rebooked the same staff member within 1- 90 days from their appointment. If multiple days are selected in the date filter, the retention is calculated based on the total number of clients who rebooked the same staff member within 1- 90 days after the selected date range (reference period). |
| Retained 90 days % | If 1 day is selected in the date filter, the retention percentage is based on the % of clients who rebooked the same staff member within 1- 90 days from their appointment. If multiple days are selected in the date filter, the retention is calculated based on the % of clients who rebooked the same staff member within 1- 90 days after the selected date range (reference period). Formula = Number of clients who rebooked within 1-90 days / Total number of clients x 100 |
| Not Retained | Total number of clients who did not rebook the same staff member within 1- 90 days from their appointment Formula = Total number clients - retained clients |
| Not Retained % | If 1 day is selected in the date filter, the retention percentage is based on the % of clients who did not rebook the same staff member within 1- 90 days from their appointment If multiple days are selected in the date filter, the retention is calculated based on the % of clients who did not rebook the same staff member within 1- 90 days after the selected date range (reference period). Formula = Total number clients - retained clients x 100 |
Reference Period (dates selected in filter): Jan 1 - Jan 10
- Client visits Staff A on January 11
- Client visits Staff A again on January 20
- Result: The client is counted as retained for Staff A
- Client visits Staff A on January 11
- Client visits Staff B on January 20
- Result: The client is not retained for Staff A because the second visit was with a different staff member
Scenario 1:
- Client visits Location X on January 11 and sees Staff A
- Client visits Location X again on January 20 and sees Staff B
- Result: The client is counted as retained for Location X, as both visits were at the same location, regardless of the staff member.
Scenario 2:
- Client visits Location X on January 1
- Client visits Location Y on January 20
- Result: The client is not retained for Location X, as the second visit was at a different location.
Feel free to contact us at support@mytime.com if you have any questions.
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