The Client Retention Report measures your salon's rebooking rate, showing what percentage of clients who visited during a period have rebooked a future appointment. This is one of the most important reports for tracking the health of your business, as client retention directly impacts long-term revenue.
How to Access
Navigate to Reporting from the main menu, then select Client Retention Report from the report list.
Filters
| Filter | Description |
|---|---|
| From / To | Set the date range for the visits you want to measure retention on. |
| Type | Filter by All clients or New Clients only. |
| Category | Filter by client category (e.g. Membership, Seniors, NEW CLIENTS). |
| Operator | Filter by a specific staff member to see their individual retention rate. |
| Services | Filter by service category to see retention for specific service types. |
| Gender | Filter by client gender (All, Female, Male, Not Set). |
Report Metrics
The report displays the following rebooking statistics:
| Metric | Yes | Yes in 24hrs | No | Yes % | Yes in 24hrs % |
|---|---|---|---|---|---|
| Clients Who Came In | Total client count for the period (baseline figure). | ||||
| Rebooked anytime with any operator | Count who rebooked | Count who rebooked within 24 hours | Count who did not rebook | Rebook % | 24hr rebook % |
| Rebooked within 12 weeks with any operator | Count | Within 24hrs | Did not | % | % |
| Rebooked anytime with the same operator | Count | Within 24hrs | Did not | % | % |
| Rebooked within 12 weeks with the same operator | Count | Within 24hrs | Did not | % | % |
Understanding the Metrics
| Item | Description |
|---|---|
| Rebooked anytime with any operator | the broadest measure. Did the client come back at all, with anyone? |
| Rebooked within 12 weeks with any operator | a tighter window. Most salons consider 12 weeks the maximum reasonable gap between visits. |
| Rebooked with the same operator | measures operator loyalty. Are clients specifically returning to the same staff member? |
| Yes in 24hrs | clients who rebooked before leaving or within 24 hours. This is the gold standard for retention and indicates strong front-desk rebooking habits. |
Available Actions
| Item | Description |
|---|---|
| Export as CSV | Download the report as a spreadsheet. |
| Print the report. |
How to Use
- Navigate to Reporting and select Client Retention Report.
- Set the From and To dates for the period you want to measure.
- Optionally filter by Type, Category, Operator, Services, or Gender.
- Click Go to generate the report.
- Review the rebooking percentages. Focus on the "Yes in 24hrs %" column as your key performance indicator.
What is a Good Retention Rate?
Industry benchmarks vary, but as a general guide:
| Item | Description |
|---|---|
| Below 40% | needs improvement. Focus on training your team to rebook clients before they leave. |
| 40-60% | average. There is room for growth. |
| 60-80% | strong. Your team is doing a good job of rebooking. |
| Above 80% | excellent. Your salon has a loyal, returning client base. |
Example Scenario
You want to measure how well your team rebooks new clients. Set the date range to the past 3 months, filter Type to New Clients, and run the report. If the "Rebooked within 12 weeks with any operator" percentage is only 35%, you know that new clients are not converting into regulars and can focus your team's efforts on improving the first-visit experience and rebooking process.
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If you have any questions, please send them to us via the Submit a Request option.