Clients Reports
Overview
Three reports under Reports → Clients about your customer base: Clients Report, Retention Analytics, and Survey Reviews (Google Reviews).
Clients Report
What it is: How your actual customer visits broke down in the period — this is the visit-based view of your clients, as opposed to Performance Overview's registration-based view (see the Reports Overview topic).
Navigation: Reports → Clients → Clients.
How to use it: Filter by branch and staff member.
Metrics:
Clients Serviced — the total number of clients who had a booking in the period, including walk-ins who may not have a formal registration on file. Revenue and discount figures on this report only reflect bookings that were actually checked out (completed), even though the client count itself counts any booking status.
A New vs. Returning breakdown and chart — "new" here means the customer's registration date falls anywhere within the selected date range, not necessarily on the same day as this particular visit.
Completed Bookings, with Cancellation Rate and No-Show Rate.
Rebooking Rate — of everyone who had any booking in the period (including ones that were later cancelled or no-showed), the percentage who actually completed a visit. This is a within-period measure, separate from the longer-term Customer Retention Rate below.
Customer Retention Rate — configurable to compare Period-over-Period, or a fixed 30/60/90-day window: a customer counts as "retained" if they also had a completed visit within that lookback window.
Total Revenue (with an income-split chart) and Discounts Cost (with a chart split by new vs. returning/recurring discounts).
Average Spend per Visit and Products Revenue.
Top Clients — your highest-spending customers.
Daily Clients Summary — a day-by-day table.
Retention Analytics
What it is: A deeper look at whether customers keep coming back — and to which staff member.
Navigation: Reports → Clients → Retention Analytics. Two tabs:
Client Retention — bookings split, revenue split, a cohort analysis chart, a Staff Retention table, and a Staff Switch matrix (which staff clients move between).
Churn Report — a log of customers considered at risk or lost: Customer Name, First Visit, Last Visit, Visit Count, First Staff, Last Staff, Status.
Every customer whose first-ever completed visit falls in the selected period gets classified into one of these categories, based on what happened after that first visit:
Same-Staff Repeat — they came back and saw the same staff member again.
Shop Repeat — they came back, but saw a different staff member.
Full Churn — they never came back, and enough time has passed (past your business's churn window — 60 days by default, unless you've customized it) to confidently call them churned.
Too Early To Tell — their first visit is too recent to classify yet (still inside the churn window).
Kill Rate % — the share of that staff member's first-time clients who ended up fully churned.
One nuance worth knowing on the Churn Report tab: whether a customer shows as "Active" or "Churned" is always based on today's date — how long it's been since their last visit — rather than the end date of whatever period you've filtered to. So a customer can show as "Churned" even if you're looking at an older date range, if enough time has since passed since their last visit.
Both tabs are exportable.
Survey Reviews (Google Reviews)
What it is: Your Google review activity, in one place.
Navigation: Reports → Clients → Survey Reviews.
What it shows: A grid/table of your Google reviews with details (rating, text, reviewer, date, etc.) for the selected branch/period.
Notes & limitations
See the Reports Overview topic for why "new client" counts here (visit-based, registered anywhere within the selected range) differ from Performance Overview (registration-based) and from End of Day / Business Performance / Branch Report (transaction-based, registered same day as the transaction).