Employee KPI report (v2)

Invoice status

Work Center

Work location at time of transaction.

The location where the employee was working at the time of the transaction.

Employee Code

Unique identifier assigned to the employee.

A unique identifier assigned to each employee. Used for internal tracking, reporting, and referencing employees across the system.

Employee Name

Employee recorded as the seller.

The employee marked as the seller in the Sale By field during the transaction. This is the person selected when an item or service is added to the invoice.

Job

Assigned job of the employee

Job associated with the employee in the profile

Appointment Count

Total count of valid appointments handled by the employee.

The total number of valid appointment groups handled by the employee within a specific time frame. Cancelled, voided, segmented, and no-show appointments are excluded. If an appointment includes multiple services, it is counted as one. Filters may apply based on invoice status.

Example:

Therapist: Sarah

Center: Downtown Spa

Appointments on a given day:

9:00 AM – Client A: 60-minute massage

10:30 AM – Client B: 30-minute facial

11:30 AM – Client C: 60-minute massage

2:00 PM – Client D: Appointment cancelled

3:00 PM – Client E: 120-minute package with multiple services (single appointment)

Appointment Count = 4, because:

Client D’s appointment is excluded as it was cancelled.

Client E’s package counts as one appointment group, even though it includes multiple services.

Invoice Count

Invoices that include sales by the employee.

The total number of invoices that include at least one item sold by the employee. This count includes shared or split sales.

Note: 

• An invoice is counted once per employee, even if the employee contributed to only a portion of the sale.

• Split sales, where multiple employees are associated with the same invoice, are included.

Example:

• Invoice #1001: Employee A sells a product

• Invoice #1002: A package is sold, split 50/50 between Employee A and Employee B

• Invoice #1003: Only Employee B makes a sale

Employee A’s Invoice Count = 2 (Invoice #1001 and #1002)

Employee B’s Invoice Count = 2 (Invoice #1002 and #1003)

Total Employee Sales Value

Total revenue credited to the employee.

The total revenue attributed to the employee across all item types, including services, products, packages, memberships, gift cards, and prepaid cards, after applying discounts, refunds, and commission splits.

Formula:

Each component reflects the employee’s share (split commission %) and accounts for:

Applied discounts (subtracted)

Refunds/returns (deducted as negative values)

Voided items (ignored)

Tax (included only if “Show Sales Including Tax” is enabled for the report)

Example:

Sarah’s adjusted sales after applying commission splits:

Service: $1,000

Product: $200

Package: $500

Membership: $300

Gift Card: $150

Prepaid Card: $100

Total Employee Sales = $1,000 + $200 + $500 + $300 + $150 + $100 = $2,250

Average Invoice Value

Average sales value per invoice.

The average sales amount generated by an employee for each invoice.

Formula:

Average Invoice Value = Total Employee Sales Value ÷ Invoice Count

Notes:

Total Employee Sales Value includes services, products, packages, memberships, gift cards, and prepaid cards.

The value is adjusted based on discounts, refunds, and the employee’s share from commission splits.

Invoice Count includes all invoices where the employee sold at least one item, even if the sale was shared with others.

Example:

If an employee’s sales total $2,000 across 10 invoices:

Average Invoice Value = $2,000 ÷ 10 = $200

Guest Count

Unique guests serviced or sold to.

The number of unique guests associated with the employee through sales or services during the selected date range.

Notes:

Each guest is counted only once, even if they appear on multiple invoices.

Recurring invoices, refunds, and freeze fee transactions are excluded.

Includes all sales where the employee participated either fully or through a commission split.

New Guest Count

New guests served by the employee.

The number of first-time guests served or sold to by the employee within the selected date range.

Notes:

Only unique, new guests making their first visit or purchase are counted.

Guests with multiple invoices are counted once.

Excludes refunds, recurring invoices, and freeze fee transactions.

Includes all transactions where the employee is linked (directly or via split).

Example:

If an employee handles:

Guest A: New, 2 invoices

Guest B: New, 1 invoice

Guest C: Existing (excluded)

New Guest Count = 2

New Guest %

% of guests who were new.

The percentage of new guests among all guests the employee served during the selected date range.

Formula:

New Guest % = (New Guest Count ÷ Guest Count) × 100

Example:

If the employee had 20 total guests and 5 were new:

New Guest % = (5 ÷ 20) × 100 = 25%

Requested Count

Number of services requested specifically for this employee.

The total number of services the guest specifically requested this employee during booking.

The count includes appointments that are:

Within the chosen date range

Not canceled, voided, or marked as no-show

Not segmented (only full/main appointments)

Example:

9:00 AM – Client A (requested Sarah) 

10:30 AM – Client B (front desk assigned) 

11:30 AM – Client C (requested Sarah) 

2:00 PM – Client D (auto assigned) 

3:00 PM – Client E (booked Sarah online) 

Requested Count = 3

Requested %

% of services that were requested.

The percentage of services where guests specifically chose the employee.

Formula:

Requested % = (Requested Count ÷ Services Count) × 100

Example:

If Requested Count = 5 and Services Count = 25

Then, Requested % = (5 ÷ 25) × 100 = 20%

Walk-ins Count

Total walk-in appointments.

The total number of walk-in appointments completed by an employee.

A walk-in is an appointment:

Booked less than the org-level threshold (in minutes) before its start time

Not canceled, voided, or marked as no-show

Not a segment of a larger appointment

Example:

If the threshold is 60 minutes:

Appointment A

Created at 9:00 AM, starts at 9:30 AM → 30 mins → Counted

Appointment B

Created at 9:00 AM, starts at 11:00 AM → 120 mins → Not counted

Walk-ins %

% of appointments that were walk-ins.

The percentage of an employee’s total appointments were walk-ins.

Formula:

Walk-ins % = (Walk-ins Count ÷ Appointment Count) × 100

Example:

If Walk-ins Count = 3 and Appointment Count = 15

Then, Walk-ins % = (3 ÷ 15) × 100 = 20%

Online Count

Total online invoices for the employee.

The total number of online-source invoices where the employee sold at least one item.

Includes invoices with shared sales between employees.

Example:

Invoice #101: Online booking – Service assigned to Employee A 

Invoice #102: Online booking – Service split between A and B 

Invoice #103: In-center sale – Product sold by A 

Employee A’s Online Count = 2

Employee B’s Online Count = 1

Online %

% of invoices from online sources.

The percentage of an employee’s invoices that came from online sources like the web or mobile app.

Includes shared sales across multiple employees.

Formula:

Online % = (Online Count ÷ Invoice Count) × 100

Example:

If Online Count = 8 and Invoice Count = 20

Then, Online % = (8 ÷ 20) × 100 = 40%

Rebooked Count

Total rebooked appointments handled.

The total number of rebooked appointments linked to the employee, including split sales with others.

Counted if all these are true:

Appointment was booked as a follow-up to a previous one

Appointment is not cancelled or voided

Appointment is not for a segmented service

Appointment falls within the selected date range

Example:

Therapist: Sarah

Client A rebooks after massage → counted

Client B completes service, no follow-up → not counted

Client C rebooks another treatment → counted

Client D rebooks future appointment → counted

Client E does not rebook → not counted

Rebooked Count = 3

Rebooked %

% of services that resulted in a rebook.

The percentage of an employee’s total services that resulted in a rebooked appointment, including sales that were split between multiple employees.

Formula: Rebooked % = (Rebooked Count ÷ Services Count) × 100

Example:

Rebooked Count = 4, Services Count = 25

Rebooked % = (4 ÷ 25) × 100 = 16%

Rebooking Source Count

Appointments that resulted in future bookings.

The number of appointments performed by the employee that led to future bookings on the same day.

Counted if:

Guest booked a future appointment the same day

Appointment group is counted only once

Excluded if:

Appointment was cancelled, voided, no-show, or segmented

Difference from Rebooked Count:

Rebooked Count: Appointments that were rebooked

Rebooking Source Count: Appointments that led to rebooking

Rebooking Source %

% of appointments that led to future bookings.

The percentage of an employee’s appointments that resulted in guests booking future appointments on the same day, including cases where sales were split between multiple employees.

Formula:

Rebooking Source % = (Rebooking Source Count ÷ Appointment Count) × 100

Example:

Appointment Count = 20, Rebooking Source Count = 5

Rebooking Source % = (5 ÷ 20) × 100 = 25%

Addon Count

Number of add-on services sold.

The total number of add-on services sold or performed by the employee, including split sales. Includes only valid appointments (non-cancelled, non-voided, non-no-show)

Addon %

% of service sales with add-ons.

The percentage of service sales that included add-ons, including split sales.

Formula:

Addon % = (Addon Count ÷ Service Sales Count) × 100

Example:

Addon Count = 6, Service Sales Count = 30

Addon % = (6 ÷ 30) × 100 = 20%

Service Provided Count

Total services performed.

The total number of individual services performed by the employee during the selected date range. This includes all valid service entries directly associated with the employee. Includes both primary and add-on services.

Service Sales Count

Total service units sold or performed.

The number of service units sold or performed by the employee, adjusted for refunds and only if commission was involved.

Includes:

Regular and package services

Non-cancelled, non-voided services

Refund-adjusted counts

Example:

Regular = (2 + 1) - 1 = 2

Package = 3 - 1 = 2

Service Sales Count = 4

Service Sales Invoice Count

Unique invoices with services.

The toal number of unique invoices that include at least one service-related item linked to the employee.

This count shows how many distinct transactions involved services, regardless of how many service items were included per invoice.

Included Item Types:

Regular service

Package service

Refund for regular service

Refund for package service

Logic:

Count each invoice once if it includes any of the above item types

Even if multiple service items exist, the invoice is counted only once

Example:

#1001: 1 massage, 1 facial → counted

#1002: 1 spa package with 3 services → counted

#1003: 1 product only → not counted

#1004: 1 massage, 1 service refund → counted

#1005: 1 package, 1 massage → counted

Result: Service Sales Invoice Count = 4

(Invoice #1003 is excluded)

Difference from Service Sales Count:

Service Sales Count: Total number of service items sold

Service Sales Invoice Count: Total number of invoices with at least one service item

Service Sales

Total service sales value.

The total revenue from services sold, including splits, redemptions, adjustments, and taxes (if selected in report settings).

Includes:

Commission share

Adjusted price, taxes, redemptions

Regular and package services

Excludes:

Cancelled, voided, no-show services

Services without commission share

Example:

Regular Service = $110 × 50% = $55

Package Redemption = $88 × 50% = $44

Membership = $152 × 50% = $76

Package Service = $99 × 50% = $49.50

Total = $224.50

Average Service Value per Invoice

Average service sales per invoice.

The average monetary value of service sales per invoice attributed to an employee, based on their share in service transactions, including split sales.

Formula: Average Service Value per Invoice = Service Sales ÷ Service Sales Invoice Count

Product Sales Invoice Count

Unique invoices with product sales.

The total number of invoices in which the employee is associated with at least one product sale or product return, including sales that are split between multiple employees.

Product Sales Count

Total product units sold.

The total number of individual product units sold by the employee, including sales that are split between multiple employees. This count reflects the net quantity, accounting for returns.

Product Sales

Total product sales value.

The total revenue generated by the employee from selling retail products during the pay period. This includes all product sales recorded on closed invoices and accounts for any refunds, as well as revenue splits if multiple employees share commission for the same product sale.

Bought Product %

% of service invoices with product sales.

The percentage of service-related invoices where the employee also upsold at least one product. It measures how often an employee successfully converts a service appointment into a product sale, highlighting cross-selling effectiveness.

Formula:

Bought Product % = (Service Invoices with Products ÷ Total Service Invoices) × 100

Example:

4 of 10 invoices had products

Bought Product % = (4 ÷ 10) × 100 = 40%

Average Product Value Per Invoice

Average product sales per invoice.

The average revenue generated from product sales per invoice associated with the employee, including transactions where the product sale was split among multiple employees.

Formula: Average Product Value per Invoice = Product Sales ÷ Product Sales Invoice Count

Example:

If an employee has: Product Sales = $600, Product Sales Invoice Count = 4

Average Product Value per Invoice = $600 ÷ 4 = $150.00

Product/Service %

Ratio of product sales to service sales.

The percentage of an employee’s service sales value to product sales value. It shows the employee’s retail-to-service revenue ratio, indicating how effectively they upsell products alongside services.

Formula: Product/Service % = (Product Sales ÷ Service Sales) × 100

Example:

If an employee has: Product Sales = $400, Service Sales = $1,000

Product/Service % = ($400 ÷ $1,000) × 100 = 40%

Product/Total %

Product sales as % of total sales.

The percentage of an employee’s total sales value that came from product sales. It shows how much of the employee’s overall contribution to revenue was driven by retail product sales, as opposed to services, packages, memberships, etc.

Formula: Product/Total % = (Product Sales ÷ Total Employee Sales Value) × 100

Example:

If an employee has: Product Sales = $500, Total Employee Sales Value = $2,000

Product/Total % = ($500 ÷ $2,000) × 100 = 25%

Membership Sales

Total value of memberships sold.

The total monetary value of memberships sold by an employee, adjusted for discounts, taxes, refunds, and the employee’s commission percentage. This includes both sales and refunds/cancellations, and considers split sales across employees.

Example:

Transaction 1 – Membership Sale:

Sale Price: $1000

Discount: $100

Tax: $90

Commission: 40%

→ Calculation: ($1000 - $100 + $90) × 40% = $396

Transaction 2 – Membership Sale:

Sale Price: $500

Tax: $45

→ Calculation: ($500 + $45) × 40% = $218

Transaction 3 – Membership Refund:

Refund: -$300

Tax Refund: -$27

→ Calculation: (-$300 - $27) × 40% = -130.80

Total Membership Sales = $396 + $218 - $130.80 = $483.20

Membership Sales Count

Number of memberships sold.

The total number of memberships sold by the employee, including cases where the membership sale was split between multiple employees. This count also adjusts for cancellations or refunds, resulting in a net quantity.

Example: Sold 2, Refunded 1 → Count = 1

Package Sales

Total value of packages sold.

The total monetary value of package sales made by an employee, including sales split between multiple employees, and adjusted for refunds and tax inclusion (if configured). This reflects how much revenue the employee has contributed through selling packages, after applying discounts, taxes, and commission.

Example: 

Regular Package Sale: Sale price = $500, Discount = $50, Tax = $45, commission = 30%

Calculation: ($500 - $50 + $45) × 30% = $495 × 0.30

Final value = $148.50

Refund: Sale price = $300, Discount = $0, Tax = $27, commission = 30%

Calculation: (-$300 - $27) × 30% = -$327 × 0.30

Final value = $-98.10

Total package sales = 148.50 – 98.10 = $50.4

Package Sales Count

Number of packages sold.

The total number of package units sold by the employee, including any sales split between multiple employees, and adjusted for refunds or cancellations.

Gift Card Sales

Total gift card sales value.

The total revenue generated by the employee from the sale of gift cards, including refunds and commission-based sales split with other employees

Gift Card Sales Count

Number of gift cards sold.

The total number of gift cards sold by this employee, including any refunds and sales shared with other employees.

Example: Sold 3 gift cards → +3, 1 gift card refunded → -1

Gift Card Sales Count = 3 - 1 = 2

Prepaid Card Sales

Total prepaid card sales value.

The total revenue generated by the employee from the sale of prepaid cards, including refunds and commission-based sales split with other employees.

Prepaid Card Sales Count

Number of prepaid cards sold.

The total number of prepaid cards sold by this employee, including any refunds, and adjusted for split sales.

Example: Sold 2 prepaid cards → +2, 1 prepaid card refunded → -1

Prepaid Card Sales Count = 2 - 1 = 1

Campaign Redemption Count

Number of campaign discounts used.

The total number of campaigns (promotions/discounts) that were applied to items sold by this employee, including transactions split across multiple employees.

Sale Count

Total items sold by the employee.

The total number of items sold by the employee across all categories, including sales split with other employees, and adjusted for returns/refunds. It counts actual items, not invoices.

The count adds up all the item-level counts already calculated for that employee, across: Services, Products, Memberships, Packages, Gift Cards, Prepaid Cards

Average Feedback

Average feedback rating received.

The average of all feedback ratings received by an employee for the services they performed during the selected date range.

Formula: Average Feedback = Sum (Ratings received by employee) / Number of feedback entries.

Cancelled/No Show Count

Total cancelled or no-show appointments.

The total number of appointments marked as Cancelled or No Show where the employee was listed as Sale By.

Sales Per Service Tickets (SPST)

Average service sales generated per Service Ticket

SPST represents how much on average guests are investing in services each time they visit. 

Example use case: 

SPST (Service Per Service Ticket) metric

 Invoice 1: $100 service + $10 product 

 Invoice 2: $100 service + $30 membership 

 Invoice 3: $20 service only

 Invoice 4: $30 product only  

The SPST calculation includes only service sales and counts only service tickets (invoices with service). Product sales and memberships are excluded from both total sales and ticket count.   

Identify service-only tickets and their service sales: 

Invoice 1: Service $100 (includes product, but for SPST, product ignored; this ticket counts)

Invoice 2: Service $100 (membership excluded; this ticket counts) 

Invoice 3: Service $20 (service only, counts) 

Invoice 4: No service, only product - this does not count as a service ticket. 

Calculate total service sales: $100 + $100 + $20 = $220 

Count number of service tickets: Invoice 1, 2, and 3 count → 3 tickets  

Calculate SPST: SPST=Total Service Sales/Total Service Tickets=220/3=73.33  

So, the average service revenue per service ticket (SPST) is $73.33.  N

Retail Per Client Ticket (RPCT)

Retail Per Client Ticket

The average retail sales amount per invoice that includes at least one service or one product.

Formula: RPCT = Total Retail Sales ($) ÷ Total Invoices

Total Invoices = count of unique invoices that include at least one Service or one Product (or both)

Invoices with only Memberships, PPC, Gift Cards are excluded.

Example: Invoice 1: Service $100 → counts, adds $0 retail

Invoice 2: Product $40 → counts, adds $40 retail

Invoice 3: Service $80 + Product $30 → counts, adds $30 retail

Invoice 4: Service $60 + Product $25 + Membership $50 → counts, adds $25 retail

Invoice 5: Service $70 + Gift Card $100 → counts, adds $0 retail

Invoice 6: Membership $50 → excluded

Invoice 7: Gift Card $50 → excluded Total Invoices = 5 (Invoices 1 through 5).

Total Retail Sales = $95 (40 + 30 + 25).

RPCT = $95 ÷ 5 = $19.00

Service Hours (Mins)

Total time spent on services in minutes

Total time spent by the employee delivering services, adjusted based on service type (regular vs. segmented).  

Formula:   

For Regular Services: Service Hours = Appointment End Time – Start Time 

Example: 9:00 AM – 10:00 AM = 60 minutes  

For Segmented Services: Service Hours = Start Duration + Finish Duration   

Example: 30 mins (Start) + 30 mins (Finish) = 60 minutes  

Scheduled Hours (Mins)

(Total Scheduled Hours – Unpaid Block outs) in minutes

Total hours the employee is scheduled to work, excluding any unpaid block outs (e.g., lunch breaks). Paid block outs are included in the schedule. 

Formula: Scheduled Hours = Total Scheduled Hours – Unpaid Block outs 

Example: 

Scheduled Time: 9:00 AM to 5:00 PM = 480 minutes   

Unpaid Block out (Lunch): 60 minutes   

Paid block out (Meeting): 30 minutes → included 

Final Scheduled Hours = 480 – 60 = 420 minutes

Productivity (%)

(Service Hours / Scheduled Hours) × 100%

The percentage of an employee’s scheduled time that is actually filled with services. It measures how efficiently an employee’s scheduled hours are being utilized by comparing hours spent on services (filled time) against the total hours they were scheduled to work (available time).  

Formula: Productivity (%) = (Service Hours ÷ Scheduled Hours) × 100%  

Example: 

Service Hours = 120 minutes 

Scheduled Hours = 420 minutes 

Productivity = (120 ÷ 420) × 100% = 28.6%

Average Retail Per Service Ticket

Average retail sales generated per service invoice

The average retail sales generated per service invoice. It helps measure how effectively employees are converting service guests into retail purchasers by showing the retail spend per service visit.  

Formula: Avg Retail Per Service Ticket = (Total Retail Sales $) ÷ (Total Number of Service Tickets)  

Service Ticket = Any invoice that contains at least one service item (ticket = invoice).  

Tickets that contain only retail, memberships, or gift cards are excluded.  

Example: Invoice 1: Service $100 → counts as service ticket, adds $0 retail 

Invoice 2: Product $40 → not a service ticket 

Invoice 3: Service $80 + Product $30 → counts, adds $30 retail 

Invoice 4: Service $60 + Product $25 + Membership $50 → counts, adds $25 retail 

Invoice 5: Service $70 + Gift Card $100 → counts, adds $0 retail 

Invoice 6: Membership $50 → not a service ticket 

Invoice 7: Gift Card $50 → not a service ticket  

Totals: Total Service Tickets = 4 (Invoices 1, 3, 4, 5) 

Total Retail Sales = $55 (30 + 25)  

Avg Retail / Service Ticket = $55 ÷ 4 = $13.75

Repeat Guest Count

Number of guests who visited more than once in the selected period

The number of unique guests who have visited more than once within a given period. This KPI measures client loyalty and retention by tracking how many guests return after their first visit. 

Formula: Repeat Guest Count = Guest Count – New Guest Count  

Example (over a 1-month period): 

Guest A: 3 visits → counts as repeat

Guest B: 1 visit → not a repeat 

Guest C: 2 visits → counts as repeat 

Guest D: 5 visits → counts as repeat  

Totals: Total Unique Guests = 4 

Repeat Guests = 3 (A, C, D)  

Repeat Guest Count = 3

Repeat Guest %

Percentage of guests who visited more than once in the selected period

The percentage of guests who returned for more than one visit within a given period. This KPI highlights client retention by showing the proportion of repeat guests compared to the total unique guest base. 

Formula: Repeat Guest % = (Repeat Guest Count / Guest Count) × 100  

Example (over a 1-month period): 

Guest A: 3 visits → repeat 

Guest B: 1 visit → new/one-time 

Guest C: 2 visits → repeat 

Guest D: 5 visits → repeat  

Totals: Total Unique Guests = 4 

Repeat Guests = 3  

Repeat Guest % = (3 ÷ 4) × 100% = 75%

New Guest Request Count

Number of appointments marked as requested from first time guests

The total number of services where new clients (guests visiting the center for the first time) specifically requested the employee at the time of booking.  

The guest must have a “new client” status (first-ever visit to the center). The request must be marked as “requested” in the appointment. Multiple services in the same appointment count as one if performed by the same employee.  

Formula: New Client Request Count = Count of (Unique Appointments by New Clients with Request Flag = True for Employee)  

Example (for a given week): 

Guest A (new) books 2 services with Employee X, marked as requested → counts as 1 

Guest B (new) books 1 service with Employee X, marked as requested → counts as 1 

Guest C (new) books 1 service with Employee Y, not requested → 0 

Guest D (repeat) books 1 service with Employee X, requested → 0 (not new client) 

Total New Client Request Count for Employee X = 2

New Guest Request %

Percentage of appointments

The percentage of total appointments performed by an employee that were specifically requested by new clients (first-time visitors). This KPI highlights how many new guests are actively seeking a particular employee. 

Formula: New Client Request % = (New Client Request Count ÷ Total Appointments Performed by Employee) × 100  

Example (for a given week): Employee X performed 20 appointments in total. Out of these, 3 appointments were specifically requested by new clients.  

New Client Request % = (3 ÷ 20) × 100 = 15%

Existing Guest Request Count

Number of appointments marked as requested from existing guests

The total number of appointments where existing clients (guests with prior booking history at the center) specifically requested the employee at the time of booking.  

Existing client = guest has at least one completed appointment before the current visit. 

The request must be marked as “requested” in the appointment. Multiple services in the same appointment count as one if performed by the same employee.  

Formula: Existing Client Request Count = Count of (Unique Appointments by Existing Clients with Request Flag = True for Employee)  

Example (for a given week):

Guest A (existing) books 2 services with Employee X, marked as requested → counts as 1 

Guest B (existing) books 1 service with Employee X, marked as requested → counts as 1 

Guest C (new) books 1 service with Employee X, requested → 0 (not an existing client) 

Guest D (existing) books 1 service with Employee Y, not requested → 0 

Total Existing Client Request Count for Employee X = 2

Existing Guest Request %

Percentage of appointments marked as requested from existing guests

The percentage of total appointments performed by an employee that were specifically requested by existing clients (guests with prior booking history at the center). This KPI reflects client loyalty and the strength of ongoing relationships.  

Existing client = guest has at least one completed appointment before the current visit. The request must be marked as “requested” in the appointment. Multiple services in the same appointment count as one if performed by the same employee.  

Formula: Existing Client Request % = (Existing Client Request Count ÷ Total Appointments Performed by Employee) × 100

Example (for a given week): 

Employee X performed 25 appointments in total. Out of these, 8 appointments were specifically requested by existing clients. 

Existing Client Request % = (8 ÷ 25) × 100 = 32%

% of Service Guests Purchasing Retail

% service guests buying retail

The percentage of service guests (clients who received at least one service) who also purchased retail products during the same visit on the same invoice. This KPI measures retail conversion effectiveness among service guests.  

Formula: % of Service Guests Purchasing a Product = (# of Unique Service Guests Who Purchased Retail) ÷ (Total # of Unique Service Guests) × 100  

Metric is based on unique guests, not invoice count. Product purchases must occur on the same invoice as the service.  

Example (for a given day):  

Guest A: Service + Retail → counts as 1 in numerator and denominator 

Guest B: Service only → counts in denominator, not numerator 

Guest C: Service + Retail → counts in numerator and denominator 

Guest D: Service only → counts in denominator, not numerator  

Totals: 

Unique Service Guests = 4 Service Guests Who Purchased Retail = 2  

% of Service Guests Purchasing a Product = (2 ÷ 4) × 100 = 50%

% Hair Color Transactions

Custom metric based on configuration at Org level

Reference: If custom metric is defined as % Hair Color Transactions  

The percentage of hair service transactions that include at least one hair color service. This helps measure how frequently hair color is being sold as part of hair-related appointments.  

The calculation is transaction-level (invoice-level), not quantity-level. 

If an invoice has multiple hair colors and hair services, it still counts as 1 transaction for numerator. 

Denominator = All invoices that include at least one hair service.  

Formula: % Hair Color Transactions = (Number of Hair Service Transactions that include Hair Color Service) ÷ (Total Number of Hair Service Transactions) × 100 

Configuration at Org level (Service Type 1 = Hair services, Service Type 2 = Color services)  

Numerator = Count of transactions that meet both criteria: The transaction includes a hair service, and The transaction includes a hair color service → i.e., intersection of Hair Service Transactions ∩ Hair Color Services  

Denominator = Total number of transactions that include any hair service  

Example: 

Invoice 1: Hair service (1), Hair color (1), Product (1)  

Invoice 2: Hair service (2), Hair color (1)  

Invoice 3: Hair service (1), Hair color (2)  

Invoice 4: Hair service (1), Hair color (2), Treatment (1)  

Invoice 5: Hair service (2), Hair color (2), Treatment (2)  

Step 1: Identify denominator 

All invoices with ≥ 1 hair service. 

Invoices 1–5 all qualify. 

Denominator = 5  

Step 2: Identify numerator 

All invoices ≥ 1 hair service + 1 color service 

Invoices 1–5 all qualify. 

Numerator = 5  

% Hair color transactions = (1 ÷1)*100 = 100%

% of Treatment Transactions

Custom metric based on configuration at Org level

Reference: If custom metric is defined as % of Treatment Transactions  

The percentage of hair service transactions that include at least one treatment service. This helps track how frequently treatment services are being upsold or bundled with hair services.  

The calculation is transaction-level (invoice-level), not quantity-level. 

If an invoice has multiple Treatments and hair services, it still counts as 1 transaction for numerator. 

Denominator = All invoices that include at least one hair service.  

Formula: % of Treatment Transactions = (Number of Hair Service Transactions that include Treatment Service) ÷ (Total Number of Hair Service Transactions) × 100  

Configuration at Org level (Service Type 1 = Hair services, Service Type 3 = Treatment services

Numerator = Count of transactions that include both: A hair service, and A treatment service → i.e., intersection of Hair Service Transactions ∩ Treatment Services Denominator = All transactions that include any hair service Configuration at Org level  (Service Type 1 = Hair services, Service Type 3 = Treatment services)  

Example: Invoice 1: Hair service (1), Hair color (1), Product (1)  

Invoice 2: Hair service (2), Hair color (1)  

Invoice 3: Hair service (1), Hair color (2)  

Invoice 4: Hair service (1), Hair color (2), Treatment (1)  

Invoice 5: Hair service (2), Hair color (2), Treatment (2)  

Step 1: Identify denominator 

All invoices with ≥ 1 hair service. 

Invoices 1-5 all qualify. 

Denominator = 5  

Step 2: Identify numerator 

All invoices ≥ 1 hair service + 1 treatment service 

Invoices 4 and 5 

Numerator = 2  

% of Treatment transactions = (2 ÷5)*100 = 40%

Repeat Guests Retained

Unique repeat guests retained in period

The total number of unique repeat guests who had at least one appointment in the defined retention period, with either the same provider or a different provider. This metric reflects overall guest retention across providers.  

Calculation is based on closed invoices only. Retention time period is derived from the Organization-level setting Specify the guest retention time period. If the KPI report filter is set to Closed or Closed + Open, the metric will show normally. 

If the filter is set to Open, the metric will return 0. 

In Guest Retention Report V2, this metric equals: Repeat Guests Retained (Same Service Provider) + Repeat Guests Retained (Other Service Provider)  

Formula: Repeat Guests Retained = Count of Unique Repeat Guests with Closed Appointments in Retention Period (Same or Different Provider)  

Example (with 90-day retention period):  

Guest A (repeat) revisits within 90 days with the same provider → counts 1 

Guest B (repeat) revisits within 90 days with a different provider → counts 1 

Guest C (repeat) does not revisit within 90 days → 0 

Guest D (new guest) visits for the first time → 0 (not a repeat guest)  

Totals: Unique Repeat Guests Retained = 2 (Guests A + B)

Retained Repeat Guests (%)

Percentage of repeat guests retained

The percentage of repeat guests who returned for at least one appointment within the defined retention period. This KPI highlights the effectiveness of guest retention efforts across providers.  

Based only on closed invoices. Retention time period is derived from the Organization-level setting Specify the guest retention time period.

If the KPI report filter is set to Closed or Closed + Open, the metric will show normally. If the filter is set to Open, the metric will return 0. 

In Guest Retention Report V2, this metric aligns with: (Repeat Guests Retained (Same Service Provider) + Repeat Guests Retained (Other Service Provider)) ÷ Total Repeat Guests × 100.  

Formula: Repeat Guest Retention % = (Repeat Guests Retained ÷ Total Repeat Guests) × 100  

Example (with 90-day retention period): Total Repeat Guests in baseline = 5  

Guest A → Retained with same provider 

Guest B → Retained with different provider 

Guest C → Not retained (no revisit in 90 days) 

Guest D → Retained with different provider 

Guest E → Not retained  

Repeat Guests Retained = 3 (A, B, D) 

Repeat Guest Retention % = (3 ÷ 5) × 100 = 60%

New Guests Retained

Unique new guests retained in period

The total number of unique new guests (first-time visitors) who returned for at least one additional appointment within the defined retention period. This KPI reflects the ability to convert new guests into returning clients.  

Based only on closed invoices. 

Retention time period is derived from the Organization-level setting Specify the guest retention time period.

If the KPI report filter is set to Closed or Closed + Open, the metric will show normally. If the filter is set to Open, the metric will return 0. In Guest Retention Report V2, this equals the combination of New Guests Retained (Same Service Provider) + New Guests Retained (Other Service Provider).  

Formula: New Guests Retained = Count of Unique New Guests with Closed Appointments in Retention Period (Same or Different Provider)  

Example (with 90-day retention period): 

Guest A (new) → revisits in 45 days with same provider → counts 1 

Guest B (new) → revisits in 60 days with different provider → counts 1 

Guest C (new) → no revisit → 0 

Guest D (repeat, not new) → 0  

New Guests Retained = 2

Retained New Guests (%)

Percentage of new guests retained

The percentage of new guests who returned for at least one additional appointment within the defined retention period. This KPI highlights how effectively new guests are converted into repeat visitors. 

Based only on closed invoices. 

Retention period is derived from the Organization-level setting. 

If the KPI report filter is set to Closed or Closed + Open, the metric will show normally. If set to Open, the metric will return 0. 

Formula: Retained New Guests (%) = (New Guests Retained ÷ Total New Guests) × 100  

Example (with 90-day retention period): 

Guest A (new) → revisits in 45 days with same provider → counts 1 

Guest B (new) → revisits in 60 days with different provider → counts 1 

Guest C (new) → no revisit → 0 

Guest D (repeat, not new) → 0 

Total New Guests in baseline = 4 

Guests Retained = 2 (A + B from above)  

Retained New Guests (%) = (2 ÷ 4) × 100 = 50%

Existing guest Request Count

Number of appointments marked as requested from existing guests

The total number of appointments where existing clients (guests with prior booking history at the center) specifically requested the employee at the time of booking.  

Clarification: Existing client = guest has at least one completed appointment before the current visit. 

The request must be marked as “requested” in the appointment. 

Multiple services in the same appointment count as one if performed by the same employee.  

Formula: Existing Client Request Count = Count of (Unique Appointments by Existing Clients with Request Flag = True for Employee)  

Example (for a given week): 

Guest A (existing) books 2 services with Employee X, marked as requested → counts as 1 

Guest B (existing) books 1 service with Employee X, marked as requested → counts as 1 

Guest C (new) books 1 service with Employee X, requested → 0 (not an existing client) 

Guest D (existing) books 1 service with Employee Y, not requested → 0 

Total Existing Client Request Count for Employee X = 2