Loyalty Report: Guest Retention Summary - by Therapist

Table of Contents

Overview

The Guest Retention Summary - by Therapist report shows you the number and percentage of guests that took a service with a therapist in a given time period and came back for another service (same or different service) with the same or different therapist.

This report is useful to analyze which therapist retained the most number of guests in a specified time period.

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 therapists who performed services 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 Therapist 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 Therapist option allows you to view number and percentage of guests that took a service with a therapist in a given time period and came back and took another service with same or different therapist.
Note: This article has information only related to By Therapist 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
Name The name of the therapist who performed the service.
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 at least once to the same Therapist (#)

The number of new guests who returned for another appointment with the same therapist during the retention period.

Note: You must be aware of the following:

  • A guest can make multiple visits to a center and can avail services from the same or a different therapist. If there is even once instance of the guest availing services from the same therapist during the retention period, it is recorded in this field.
  • Multiple visits to the same therapist during the retention period is counted as one.
New Guests Returning to Other Therapists (#) The number of new guests who returned for another appointment, but were serviced by a different therapist during the retention period.
New Guests Retained (%) Add # of New Guests Returning to the same Therapist and # of New Guests Returning to the Other Therapists. 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 to the same Therapist (#) The number of repeat guests who returned for another appointment with the same therapist during the retention period.
Repeat Guests Returning to other Therapists (#) The number of repeat guests who returned for another appointment, but were serviced by a different therapist during the retention period.
Repeat Guests Retained (%) Add # of Repeat Guests Returning to the same Therapist and # of Repeat Guests Returning to the Other Therapists. Divide this number by # of Repeat Guests, and derive the percentage. This is the percentage of repeat guests retained.

 

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