Configure performance rules
This article explains how to set performance goals for employees across key metrics like utilization, revenue, and guest satisfaction.
Overview
You can define performance rules to evaluate employee efficiency and impact. These rules let you set measurable goals across various KPIs—such as punctuality, working hours, product sales, and guest retention. Zenoti uses data from check-ins, appointment bookings, feedback forms, and invoices to calculate performance. You can track goal achievement using Performance Reports.
At the center level, click the Configurations icon.
Search for and select the Performance rules settings from the Employees section.
For each metric, enter the goals.
Click Save.
After each metric is defined, you can review each employee's performance against these metrics using the Performance reports.
The table below contains all the performance metrics that can be defined for an employee.
Metric | Definition |
|---|---|
Attendance | The minimum attendance or the attendance goal for the employees as a percentage. After the metric is defined, it gets calculated automatically from the Appointment book through check-in/check-outs. |
Punctuality | The punctuality percentage for your employees. For example, a punctuality target of 95% means that if the employee's shift starts at 8 AM, the employee must check in at 8 AM 95% of the time. After this metric is defined, it gets calculated automatically from the Appointment book through check-in/check-outs. |
Utilization | The productivity percentage of an employee or the time an employee must be busy delivering services. This metric displays the utilization percentage of an employee. For example, if employees at your center have an 8-hour working day, a 50% utilization target means the employees must be busy delivering services for at least 4 hrs every day. After this metric is defined, it gets calculated automatically from the Appointment book as services are booked for therapists and each service has a duration. |
Guest Satisfaction | The minimum customer rating the employee must receive from the customer on services he is performing. After this metric is defined, it gets calculated automatically through the feedback forms that customers fill out at the end of the service and the feedback ratings are then entered through the Appointment book. |
Revenue | The target revenue for employees. The revenue can come from delivering services or selling products, memberships, packages, and gift cards. After this metric is defined, the revenue automatically gets calculated based on the therapist being assigned to services or the sale of items from the Appointment book. |
Working Hours | The minimum working hours for employees in your center. After this metric is defined, it gets calculated automatically from the Appointment book through check-in/check-outs. |
Retention Rate | What percentage of guests must be retained, such that they come back to the center whether to the same therapist or to a different therapist. After this metric is defined, it gets calculated automatically through guest history and looking at who the therapist was on the first visit. |
Request % | The percentage of appointments where the therapist was specifically requested by the guest. |
Add-Ons (%) | The percentage of services sold with add-ons. |
Service Revenue | Revenue earned from services for the month. |
Product Sales | Total value of products sold by the employee during the month. |
Membership Sales | Revenue from memberships sold by the employee in the month. |
Package Sales | Value of packages sold by the employee for the month. |
Gift Card Sales | Value of gift cards sold during the month by the employee. |
Campaign Redemptions (Count) | Number of invoice items where campaigns were applied by the employee on guest invoices. |
Member Conversion (%) | Percentage of non-members serviced by an employee in the month who then bought memberships. |
Membership Billing Conversion (%) | Percentage of non-members billed by a front-desk employee who then bought memberships that month. |
Considerations
If you enable the performance rules for employees of your business, the metrics can't be disabled as these metrics have dependencies on various reports such as performance, utilization, and more.
A service or treatment can't be excluded from utilization or other performance rules defined for the employee.