The Client Spending & Retention report shows who visits, how often they come back and how much they spend. Open it from Reports in the sidebar.
How the report reads your data
- Date range. Pick a range in the top right. The default is the current month up to today. Days follow your salon's timezone.
- A visit is an appointment with the status Confirmed, Completed or No Show, placed in the range by its start time. This matches the dashboard.
- Spend comes from finalized invoices, placed in the range by their revenue date (the appointment start time for appointment invoices, the creation date for custom invoices). Refunds are not subtracted.
- Reviews are placed in the range by the date they were written. Only approved reviews count.
- Only the selected range. Every metric reads only records inside its period. The comparison value is the same calculation for the same number of days right before the range.
- Who sees what. Members with the User role see only their own appointments, invoices and reviews. Administrators, Super Administrators and Owners see the whole salon.
Clients card
| Metric | What it shows | How it's calculated |
|---|
| Total Clients | Different clients who visited | Number of distinct clients with at least one visit in the range. |
| New Clients | First-time clients | Clients whose first visit ever is inside the range. |
| Returning Clients | Clients who had been before | Clients with a visit in the range whose first visit was before the range. |
| Walk-In Clients | Visits without a client profile | Number of visits in the range with no client attached. This counts appointments, not people. |
Loyalty card
| Metric | What it shows | How it's calculated |
|---|
| Retention Rate | Clients who came back | Of the clients who visited in the previous period (the same number of days right before the range), the share who visited again inside the range. |
| Rebooking Rate | Clients who booked their next visit at checkout | Of the visits in the range that have already ended, the share where the same client had a later appointment created within one day after the visit ended, and before the end of the range. Declined requests don't count as a rebooking. |
| Days Between Visits (Median) | Typical gap between visits | For each client, the number of days between consecutive visit days inside the range. Several visits on the same day count as one. The card shows the median of all these gaps. Clients with only one visit day in the range don't add a gap. |
For example, if the range is March and the previous period is February: a client who visited in February and again in March counts as retained for March.
Because every value stays inside its own period, a short range shows fewer repeat visits. For Days Between Visits, pick a range long enough for clients to visit at least twice.
Spend card
| Metric | What it shows | How it's calculated |
|---|
| Avg Spend / Client | Average amount billed per client | Total of finalized invoices that have a client, divided by the number of different clients on those invoices. |
| Avg Visits / Client | How often a client came | Visits that have a client, divided by the number of different clients who visited. |
| Avg Invoices / Client | Invoices per client | Finalized invoices that have a client, divided by the number of different clients on those invoices. |
Amounts on invoices in another currency are converted to your salon currency at the rate of the invoice's revenue date, and show "≈".
Reviews card
| Metric | What it shows | How it's calculated |
|---|
| Average Overall Rating | Typical overall score | Average overall rating of approved reviews written in the range. |
| Approved Reviews | Number of reviews | Count of approved reviews written in the range. |
| 5-Star Rate | Share of top scores | Approved reviews with an overall rating of 5, divided by all approved reviews in the range. |
| Service Rating | Average service score | Average service rating of approved reviews linked to an appointment. |
| Location Rating | Average location score | Average location rating of approved reviews. |
| Member Rating | Average team member score | Average member rating of approved reviews linked to an appointment. |
Approved reviews that are not linked to an appointment, such as reviews synced from an integration, count toward the overall rating, the 5-star rate and the location rating, but not the service or member rating.
Clients over time chart
The chart splits the range into bars: by day up to 31 days, by week up to 90 days, by month up to 730 days, then by year. A bar that covers only part of a week, month or year is faded.
| Series | How it's calculated |
|---|
| New | Distinct clients in the bar whose first visit ever was in or after the start of that bar. |
| Returning | Distinct clients in the bar whose first visit was before the start of that bar. |
| Walk-Ins | Visits in the bar with no client attached. |
The Clients view shows new and returning clients together.
Top clients
| View | What it shows | How it's calculated |
|---|
| Top Spenders | Your 10 highest-spending clients | Clients ranked by the total of their finalized invoices in the range, with the number of invoices. |
| Most Frequent | Your 10 most frequent clients | Clients ranked by visits in the range. The amount beside each is the total of finalized invoices for those visits. |