Client Retention Report
Location: Reports > Appointment & Client Reports
Client Retention Report
The Client Retention Report allows you to evaluate how well your business retains clients based on selected criteria. You can review retention for New Clients or Recurring Clients, from either a Company or Worker perspective. This report can be printed or exported for further review and sharing.
How It Works
Recurring Clients, will include all existing (non-new) clients who had an appointment within the selected date range. These clients will appear in the report and will be considered retained if they meet the defined retention criteria (based on the number of visits and other selected parameters).
New Clients will include all clients whose first appointment falls within the selected date range. These clients will appear in the report and will be marked as retained if they meet the defined retention criteria based on the required number of visits and other selected parameters.
When a client meets the required visit criteria, the Retained checkbox will automatically be selected.
Setting Up the Report
- Use the Retention Type dropdown to select:
- New Clients
- Recurring Clients
- Select your Begin Date and End Date:
- These define which clients are included based on their visit activity.
- Define the Number of Visits Required:
- This determines when a client is considered retained.
- Choose a Report Type:
- Company (all workers)
- Worker (individual team member)
Sorting the Client Table 
You can sort the report to better analyze your data:
- Client Name – Alphabetical order by first name
- First Visit – Most recent to oldest
- Last Visit – Most recent to oldest
- Next Visit – Displays clients in order from the closest to the furthest closing date, then lists clients who do not have a next visit scheduled
- Retained – Retained clients first, followed by non-retained clients
- # of Visits After Begin Date – Ascending order
- # of Workers Seen – Ascending order
- Avg # Days Between Visits – Ascending order
- # Days Since Last Visit – Ascending order
Understanding the Retention Rate Table
The Retention Rate Table provides a high-level summary of your results based on the parameters selected (Retention Type, Date Range, Report Type, and Visit Requirements).
- Total Clients - The total number of clients included in the report based on your selected Retention Type, Date Range, and Report By settings.
- Total Retained - The number of clients who meet the defined retention criteria based on the required number of visits and selected parameters.
- Percentage Retained - The percentage of clients retained out of the total clients in the report, based on your selected filters and visit requirements.
- Average # of Visits After Begin Date -The overall average number of visits per client, calculated across all clients in the report from the Begin Date forward, based on your selected parameters.
- Average # of Workers Seen - The overall average number of workers seen per client, calculated across all clients included in the report.
- Average # of Days Between Visits - The overall average number of days between visits per client, calculated across all clients in the report based on your selected criteria.
Understanding the Client Table
The Client Table provides a detailed breakdown of each client included in the report based on your selected parameters.
- Client Name - Displays the client’s first and last name.
- First Visit - Shows the date (month, day, year) of the client’s first initial visit.
- Last Visit - Shows the date (month, day, year) the client was most recently seen.
- Next Visit - Displays the date (month, day, year) of the client’s next scheduled future appointment. If no appointment is scheduled, this field will remain blank.
- # of Visits After Begin Date - Shows the total number of visits the client has had since their first visit (based on the selected report parameters).
- # of Workers Seen - Displays the number of unique workers the client has seen since their first visit date.
- Avg # Days Between Visits - Shows the average number of days between the client’s visits, based on their appointment history.
- # Days Since Last Visit - Represents the number of days since the client’s most recent completed appointment.
- Retained - Displays a checkmark for any client who is considered retained based on the required number of visits set in the report parameters.
Note: Only completed appointments (closed tickets), including refunded tickets, are included when calculating the # of Visits After Begin Date, # of Workers Seen, Avg # Days Between Visits.
Key Note: Based on Date Range and Report By Filter
When the Retention Type is set to Recurring Clients, the Total Clients count will only include recurring clients. New clients are not included in this total.
However, the Total Retained count may include new clients if they have met the selected retention criteria (based on the required number of visits and other report parameters).
Note: Select any client name to be taken straight to their client card
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