Loyalty Report: Guest Retention Summary - by Service

Table of Contents

Overview

The Guest Retention Summary - by Service report helps you review the retention rate for each category of service. It shows you number and percentage of guests that took a service in a given time period and came back and took another service (same or different service). 

This report is useful to analyze the services that are doing well and the services that need improvement. For example, the report might show you that your guests seem to have a higher probability of returning if they try facials or massages and a lower probability if they try Salon Services. It could indicate that there are some improvements in the experience of Salon Services that the center needs to achieve. 

Important Notes

  • Only appointments whose status is closed, are considered in this report.
  • This report can only be run for a single center. It doesn't take into consideration the appointments from other centers.
  • Only the services that were performed at the center during the specified time period, are considered in this report.
  • Do not compare the values generated in this report with any other guest retention report as the definition of retention in this report is different. 
  • This report is only available if the checkbox against Guest Retention Summary is selected at the organization level (Admin > Organization > Organizations > Reports >  Loyalty > Guests > Retention), and the person accessing the report has access to loyalty reports.

Navigation

Follow these steps to run the report:

  1. Make sure you have selected the center for which you want to run the report. 

  2. On the Main menu, click the Reports tab.

  3. On the Reports Dashboard, click Loyalty.

  4. From the list of reports, click Guest Retention Summary. The report opens in a new tab.

  5. Select By Service in the filter criteria and make other selections as per your requirement. Finally, click Refresh.
    The report opens.

  6. To export the report, on the top right side of the report, click the Excel ()  or .CSV icons (). 

Filter Criteria

Criteria Options Description
Guest Retention Summary filter By Center,
By Therapist,
By Service

By Service option allows you to view number and percentage of guests that took a service in a given time period and came back and took another service (same or different).
Note: This article has information only related to By Service filter criteria. To view information related to other filter criteria, see:

Time Period From Date,
To Date 
Based on your requirement, specify From and To dates.
Note: You can view data for a maximum date range of 6 months at a time.
Example: If you wish to see data from January to August, first view data from January to June and then view data from July to August. 
 
Retention Period 15 Days,
30 Days,
45 Days,
60 Days,
90 Days,
120 Days,
180 Days,
Select the number of days into the future that you want to see the retention data. The days is calculated after the last day of the time period you specify.
Example:If you select the time period as 15th September to 30th September, and you select the retention period as 60 days, when you generate the report, Zenoti checks if any of the guests who visited your center between 15th and 30th September availed another appointment within 60 days after 30th September (between 1st October and 29th November).

 

Column Descriptions

Column Description
Service The name of the service for which the retention data is generated.
New Guests (#) The number of guests who have booked an appointment at your center for the first time during the specified time period.
New Guests Returning for the same Service (#) The number of new guests who returned for another appointment for the same service during the retention period.
New Guests Returning for other Services (#) The number of new guests who returned for another appointment, but for a different service during the retention period.
New Guests Retained (%) Add # of New Guests Returning for the same Service and # of New Guests Returning for Other Services. Divide this number by # of New Guests, and derive the percentage. This is the percentage of new guests retained.
 
Repeat Guests (#) The number of guests for who, the appointment during the specified time period, is not the first appointment.
Repeat Guests Returning for the same Service (#) The number of repeat guests who returned for another appointment for the same service during the retention period.
Repeat Guests Returning for other Services (#) The number of repeat guests who returned for another appointment, but for a different service during the retention period.
Repeat Guests Retained (%) Add # of Repeat Guests Returning for the same Service and # of Repeat Guests Returning for Other Services. Divide this number by # of Repeat Guests, and derive the percentage. This is the percentage of repeat guests retained.

 

Have more questions? Submit a request

Comments