Customer retention is the ability of a company to retain its customers over a period of time. As a business owner, you can use this dashboard to understand customer behavior in terms of how often they return to your centers after their first visit.
The reason why customer retention is important is that it is your existing customers who are more likely to sustain your business. Moreover, it takes more money, time, and effort to try and acquire a new or potential customer.
The Retention Percentage dashboard has the following filters:
- Time Period: The report loads based on the time period you specify. You can set the time period filter to any one of the following options:
a) Today: If today is 14 April, Zenoti will show the report for 14th April.
b) Yesterday: If today is 14 April, and you select Yesterday, Zenoti will show the report for 13th April.
c) WTD (Week to date): If today is 10 April (Wednesday), and you select WTD, Zenoti will show the report from 8th April to 10th April. This is because, as per Zenoti's definition, the week begins with a Monday.
d) Previous week: If today is 16th April, and you select Previous Week, Zenoti will show the report from the previous Monday to the following Sunday. That is, week of 8th to 14th April. This is because, as per Zenoti's definition, the week begins with a Monday.
e) MTD (Month to date): If today is 14th April, and you select MTD, Zenoti will show the report from 14th March to 14th April. On the next day, the report will be for 15th March to 15th April.
f) Previous month: If today is 14th April and you select Previous month in this filter, Zenoti will show the report from 1st March to 31 March.
g) QTD (Quarter to date): If today is 14th April and you select MTD, Zenoti will show the report from 1st Feb to 14th April.
h) YTD (Year to date): If today is 14th April 2019 and you select YTD, Zenoti will show the report from 14th April 2018 to 14th April 2019.
Note: YTD is the default value that loads in this filter.
i) Custom: If you select Custom, you must further specify a Custom Start Date and a Custom End Date to get reports for the specified custom date range.
Important: Use the custom start and end date filters only with the Custom option of the Time Period filter. Without the Custom option, the Custom Start Date and Custom End Date do not have any meaning. That is, though you can select custom start and end dates with say, WTD (Week to Date) or MTD (Month to Date) options, you will not notice any impact on the report. Only when you select the custom start and end dates with the Custom option, you will see reports based on custom time periods.
- Zone Name: Use this option to filter all the charts based on the Zone you select.
- Centre Name: Use this option to filter all the charts by the Center you select.
- Guest Gender: Use this option to filter all the charts by Male, Female, or Not Applicable or All guests respectively.
- Guest Type: Use this filter to specify the Guest Type such as Existing Guest, New Guest, or All.
- Is Member: Use this filter to specify whether you want to see data only about guests who are members.
- Employee Name: Use this filter to select the name of an employee for whom you want to look-up retention percentages.
- Employee Job Name: Use this filter to specify the employee's job.
- Item Type Code: Use this option to filter based on the item type such as a service or a product.
- Service Category: Use this option to filter based on service category. For example, if you choose hair services as the business unit earlier, you can further filter down to services such as hair spa, hair treatments, and hair replacements.
Months between Visits
The heat map focuses on when (in how many months) customers came back after visiting in a given month. For example, in July 2018, if 2500 customers came in, it represents the 100% column. Of these 2500 customers, x% came back in 0-30 days (0-1 month), y% came back in 60-90 days (1-2 months). The most important of these numbers is perhaps the percentage of customers who have Not Returned at all.
Retention Percent (Retention%)
This line graph provides information about how many customers who came in a give month came back within 45 days,60 days, 90 days. You can scroll horizontally to understand what each of the lines represent.
This dashboard provides details of how the year looks like in terms of the retention bucket on average for the year compared to the other years based on the date range you select.