Guest retention report (v2)
Disclaimer
This article is only for the latest version of Zenoti Reports. Do not compare the data in this version with the data in the previous version.
Business owners can use this report to analyze guests' footfall and churn at a center. A deep dive into a guest's journey from acquisition to attrition can help them improve marketing strategies, guest experience, and loyalty programs.
Note
This report considers appointments on only closed invoices; canceled and no-show invoices are not considered.
At the organization or center level, click the Reports icon.
On the Reports page, search for and select the Loyalty - Guest Retention report.
If the report has many columns, scroll horizontally to the right or left to view all columns.
To view specific data on the report, select the desired filters. For more information, refer to report features on Zenoti.
Click Refresh.
If you generate the report for over a year, click the Email button.
New guests: Guests who have their first appointment in the date range
Repeat guests: Guests who have their first appointment before the date range
Unique guests: Guests with one or more invoices for the month
Retention period is the duration in which a guest has a repeated appointment for the guest to be considered retained. For example, if the report is refreshed for the period from January 1, 2024, to March 31, 2024, and the retention period is set to 30 days, then the guest will be considered retained if they have a closed appointment between January 1, 2024, and March 31, 2024, and another closed appointment within the retention period, which would be from April 1, 2024, to April 30, 2024.
By Month
Column | Description |
|---|---|
Center name | Center where appointments were booked |
Month | Month when appointments were made |
# of New Guests | Total number of unique new guests who visited the center in the date range |
# of Repeat Guests | Total number of unique guests who visited the center again in the date range |
New Guests Retained | Total number of new guests who have appointments in the retention period |
Retained New Guests (%) | Percentage of new guests retained Retained New Guests (1%) = (# of New Guests/New Guest Retained) *100 |
Retained Repeat Guests (%) | Percentage of repeat guests retained Retained Repeat Guests (%) = (# of Repeat Guests/Repeat Guest Retained) *100 |
Total Guests | Total number of unique guests who visited the center in the date range |
Total Guests Retained | Total number of unique guests who visited or have appointments for the date range |
Retained Total Guests (%) | Percentage of total retained guests |
By Service
Column | Description |
|---|---|
Center name | Center where appointments were booked |
Service Name | Services that were booked during the date range |
# of New Guests | Total number of unique new guests who visited the center in the date range |
# of Repeat Guests | Total number of unique guests who visited the center again in the date range |
New Guests Retained (Same Service) | Total number of unique new guests who visited or have appointments in the retention period for the same service |
New Guests Retained (Other Service) | Total number of unique new guests who visited or have appointments in the retention period for another service |
Repeat Guests Retained (Same Service) | Total number of unique repeat guests who have appointments in the retention period for the same service |
Repeat Guests Retained (Other Service) | Total number of unique repeat guests who have appointments in the retention period for another service |
Retained New Guests (%) | Percentage of new guests retained Retained New Guests (1%) = (# of New Guests/New Guest Retained) *100 |
Retained Repeat Guests (%) | Percentage of repeat guests retained Retained Repeat Guests (%) = (# of Repeat Guests/Repeat Guest Retained) *100 |
By Service Provider
Column | Description |
|---|---|
Center name | Center where appointments were booked |
Service Provider Name | Service provider who provided the services in the date range |
# of New Guests | Total number of unique new guests who visited the center in the date range |
# of Repeat Guests | Total number of unique guests who visited the center again in the date range |
New Guests Retained (Same Service Provider) | Total number of unique new guests who visited or have appointments in the retention period for the same provider |
New Guests Retained (Other Service Provider) | Total number of unique new guests who visited or have appointments in the retention period for another provider |
Repeat Guests Retained (Same Service Provider) | Total number of unique repeat guests who have appointments in the retention period for the same provider |
Repeat Guests Retained (Other Service Provider) | Total number of unique repeat guests who have appointments in the retention period for another provider |
Retained New Guests (%) | Percentage of new guests retained Retained New Guests (1%) = (# of New Guests/New Guest Retained) *100 |
Retained Repeat Guests (%) | Percentage of repeat guests retained Retained Repeat Guests (%) = (# of Repeat Guests/Repeat Guest Retained) *100 |
Note
Do not compare the new guest count across all three filters (By Month, By Service, and By Service Provider). Each filter segments the data differently and is not intended for direct comparison. To view the most accurate count of unique new guests, use the By Month filter. It provides the clearest representation of distinct new guests visiting during a selected month.
To check if a guest has received services from multiple service providers, you can use the Retention By filter and select Therapist.