We’re always developing Connect to bring you the tools and insights to help you grow your business. Naturally, the retention report plays a key role in this. This report tells you how many of your customers in a selected period of time are returning clients, the source through which they booked (be it widget, marketplace, or manually entered appointments), as well as the stylist they booked with. Don’t have your stylist set up yet? Learn how to do it here in less than a minute.
Essentially, it paints a complete and accurate picture of loyal customer behaviour, based on the percentage of returning clients you welcome back to your salon. After all, there’s no point bandying about random figures, not when the specifics speak volumes for improvement.
How it works
First, be aware that the report is only accurate if you add customer details when creating appointments on Connect. Those without this information won’t be calculated towards the retention rate in the report, even if they’re a returning customer - the data’s all in the detail!
But the way it works is simple. Say, for example, you had 100 appointments over 1 month and 60 of these bookings are from first-time customers. Naturally, the remaining 40 are from returning clients, so the report will calculate that you had a 40% customer retention rate in that month. It’s also important to note that if a customer had 2 appointments in the same period, it counts as one.
You can filter this report by:
You can select the specific time period you would like to check, either by month or year - and as far back as to when you started using Connect.
This option lets you know exactly which channel customers have booked through, be it via the widget, Treatwell or manually entered in Connect. You can also check the total of returning customers by each individual channel or across all three.
This option, on the other hand, lets you know which stylist returning clients have booked with. Again, you can also choose “all employees” for the average retention rate of these.
Top tip: On average, salons have a retention rate of 52%. Congrats if you’re above! Want to boost your return rate? Find out here how you can use our loyalty tools to boost your ratio.