Staff Client Retention Report | Boulevard Support Center

We're excited to bring you an expanded reporting experience. If you don't see the reporting features described below, don't worry—this updated reporting experience will become available to your account over time.

Resource	Link
Staff Client Retention Report	https://dashboard.boulevard.io/reports/staff_client_retention

Overview

The Staff Client Retention report helps you measure how many clients return to the same staff member within 30- to 180-day windows after their visit. It shows staff-level and business-level revisit rates side by side, so you can see whether a client's loyalty is to a specific provider or to the business as a whole.

Use this report to compare retention performance across staff, identify clients who switch providers after their last visit, and support coaching conversations with objective retention data. It's especially useful for distinguishing provider loyalty from business loyalty, since you can compare Business Revisit % against Staff Revisit % to see clients a staff member lost to another provider without the business losing them entirely.

What this report is best used for

Understand when and why to use this report through common use cases, descriptions, and example questions it can help answer in your day-to-day operations.

Use cases	Description	Example questions this report helps answer
Evaluate staff-level client retention	Measure how many clients return to the same staff member within 30–180 days after their visit. Compare revisit performance across staff.	Which staff retain the highest percentage of their clients? Which staff struggle to bring clients back?
Analyze business-level revisit behavior	Track whether clients return to the business, even if they switch staff. Helps assess total client loyalty independent of provider.	Are clients returning to the business even if they aren’t returning to the same staff? Which staff see clients who defect to other providers?
New vs. existing client performance	Compare retention patterns between clients who are new to the staff vs. existing to the staff.	Do new clients return to this provider? Are existing clients showing churn behavior with certain staff members?
Identify client-switching patterns	Group by client to see which clients returned and whether they returned to a different provider.	Which clients switched staff after their last visit? Which staff lose clients to other providers most often?
Support staff coaching and performance reviews	Provide objective data for coaching conversations, retention improvement plans, or performance tracking.	Which staff need support improving client experience? Who consistently maintains high retention?
Membership overlap insights	Review how many clients on membership received services from each staff member to correlate membership engagement with retention.	Which staff regularly service membership clients? Does membership usage correlate with stronger retention for certain providers?

Prerequisites

Before using this report, make sure the following are in place. These directly impact whether you can access the report and how accurate the data will be.

Permissions: You must have the appropriate Data & Reporting permissions enabled to see this report: Staff Operations reporting > Performance - Self or Everyone
- If you don’t see the report, check your permissions first - see Reporting Permissions for more information.
Location and Access Scope: What you see in the report depends on your access:
- You’ll only see data for assigned locations
- Row-level access may further limit visible data
- If it looks like data is missing, verify your location assignments and access settings.
Required Setup: For the report to show meaningful data, there must be at least one completed appointment for an existing/returning customer.

Default report configuration

See how the report is structured when first opened. Learn what each field represents, how the data is organized, and which fields can be used to filter results.

Group By (default)

The default fields the report is grouped by when you first open it.

Field name	Definition	Example	Filter?
Location Name	The name of the business location where the client's activity occurred.	McKinney TX	Yes
Staff name	Staff's full name.	Alana Porter	Yes
Client Type	Indicates whether the client’s first appointment with the staff member occurred within the selected date range (New to Staff) or before the selected date range (Existing to Staff).	Existing to Staff	Yes

Columns (default)

The default columns displayed when you first open the report.

Field name	Definition	Example	Filter?
Client Count	The total number of unique clients who received a service from the staff member during the selected date range.	90	No
30-day Staff revisit %	Percentage of clients who revisited the staff within 30 days from initial visit.	80.67%	No
60-day Staff revisit %	Percentage of clients who revisited the staff within 60 days from initial visit.	77.37%	No
90-day Staff revisit %	Percentage of clients who revisited the staff within 90 days from initial visit.	68.07%	No
120-day Staff revisit %	Percentage of clients who revisited the staff within 120 days from initial visit.	50.88%	No
150-day Staff revisit %	Percentage of clients who revisited the staff within 150 days from initial visit.	44.27%	No
180-day Staff revisit %	Percentage of clients who revisited the staff within 180 days from initial visit.	29.75%	No
30-day Business Revisit %	Percentage of clients who revisited the business within 30 days from initial visit.	89.02%	No
60-day Business Revisit %	Percentage of clients who revisited the business within 60 days from initial visit.	75.00%	No
90-day Business Revisit %	Percentage of clients who revisited the business within 90 days from initial visit.	58.03%	No
120-day Business Revisit %	Percentage of clients who revisited the business within 120 days from initial visit.	36.97%	No
150-day Business Revisit %	Percentage of clients who revisited the business within 150 days from initial visit.	33.38%	No
180-day Business Revisit %	Percentage of clients who revisited the business within 180 days from initial visit.	30.04%	No

Customizable fields

Explore the fields you can adjust to tailor the report to your needs. Each field includes a definition, example, and whether it can be used in filtering.

Field name	Definition	Example	Filter?
Location name	Name of the business location.	McKinney TX	Yes
Staff name	Staff's full name.	Alana Porter	Yes
Client type	Indicates whether the client’s first appointment with the staff member occurred within the selected date range (New to Staff) or before the selected date range (Existing to Staff).	Existing to Location	Yes
Client count	The total number of unique clients who received a service from the staff member during the selected date range.	15	No
30/60/90/120/150/180-day Staff revisit %	Percentage of clients who revisited the staff within the defined retention window.	76.08%	No
30/60/90/120/150/180-day Business revisit %	Percentage of clients who revisited the business within the defined retention window.	58.33%	No
Location group	The location group the business location is associated with, if applicable.	West Coast	Yes
Staff role name	The name of the role held by the staff member.	Service Provider	Yes
Client name	Client’s full name.	Alexa Smith	Yes
Client First Name	Client’s first name.	Alexa	Yes
Client Age	The age of the client.	26	Yes
Client Referral Source	The source through which the client was first referred to the business, as recorded in the client profile.	Facebook	Yes
Client Membership Status	The membership status of the client at the time of their initial visit within the selected date range. One of: Active, Paused, Past Due, Canceled, or Not a Member.	Active	Yes
Client Membership Name	The name of the membership plan active at the time of the client’s initial visit within the selected date range, if applicable.	Gold Membership	Yes
Service Name	The name of the service associated with the initial visit in the period.	Hydrafacial	Yes
Service Category	The category of the service associated with the initial visit in the period.	Facials	Yes
Order Date	The selected start and end dates used to filter visits based on the order close date.	Aug 9, 2026	Yes
Location ID	Unique identifier of the business location associated with the service sale.	loc_123	No
Location external ID	Unique identifier for the business location from an external system, if applicable.	EXT-001	No
Staff external ID	Staff identifier from an external system, if provided.	92ss2834-w88d	No
Staff alternate ID	Alternate identifier assigned to the staff member, if provided.	aee772-hsgwb3-edd	No
Staff ID	Unique identifier of the staff member.	staff11-ap78-xd	No
Staff nickname	Informal name used by the staff member in the system.	Alana	No
Is staff active	Indicates whether the staff member is currently active.	True	No
Staff mobile number	Mobile phone number of the staff member.	2125550090	No
Staff email	Email address of the staff member.	email1@email.com	No
Client ID	Unique identifier for the client record in the system.	92ss2834-sdd38288-3db3n	No
Client external ID	Unique identifier for the client from an external system, if applicable.	aaf92834-sdd3888-3db3n	No
Client email	Email address of the client	email@email.com	No
Client mobile	Mobile phone number of the clients	2125550003	No
Service ID	Unique identifier of the service associated with the initial visit in the period.	92834-sdd3888-3db3n	No
Last Visit Date	The most recent completed visit date for the client across all time, regardless of the selected report date range.	Jul 31, 2026	No
30/60/90/120/150/180-day Membership client count	The total number of clients who have paid for a membership within the past membership period and received a service from the staff member. Available for 30, 60, 90, 120, 150, and 180-day periods.	50	No
30/60/90/120/150/180-day Membership client %	The percentage of clients who have paid for a membership within the past membership period and received a service from the staff member. Available for 30, 60, 90, 120, 150, and 180-day periods.	68.54%	No
30/60/90/120/150/180-day Membership client retention %	The percentage of clients who are on an active membership relative to the previous membership period. Available for 30, 60, 90, 120, 150, and 180-day periods.	80.87%	No
Appointment Count	Total number of distinct appointments completed by the client with the staff member in the selected date range	2	No
Appointment Service Count	Total number of distinct appointment services completed by the client with the staff member in the selected date range	2	No
30/60/90/120/150/180-day Staff revisit count	Number of clients who revisited the staff within the defined retention window.	50	No
30/60/90/120/150/180-day Business revisit count	Number of clients who revisited the business within the defined retention window.	66.89%	No
Location tags	Tags assigned to the location.	Southwest	Yes
Client Tags	Tags associated with the client record.	Member	Yes

Report Caveats

There are a few important caveats and limitations to be aware of when using this report. Use these details to better understand how the data behaves and how to interpret it correctly.

Caveats	Details and Impact
Windows are measured from each client's first visit in the period — not from the period end date.	If you select January 1–31, a client who first came on January 5 has their 30-day window close on February 4. A client who first came January 25 has their 30-day window close on February 24. Every client gets exactly 30 days from their own anchor date. The report is not asking "did January clients come back in February?"
A second visit within the selected period counts as a return.	If you select January 1–31, and a client visited January 8 and January 22, the January 22 visit satisfies the 30-day retention window — even though the period hasn't ended yet.
Service Name and Service Category reflect the client's first visit in the period only.	These fields show the service associated with the anchor visit — the first appointment that starts the client's retention window. They do not reflect all services the client received across the period. A client who had a haircut on their first visit and a color treatment on a later visit will show Service Name = Haircut.
Frequency is calculated within the selected date range only — it is not all-time visit cadence.	The frequency is calculated based on the elapsed data between appointment visits within the selected data period, averaged for the client. Use a long enough date range to get a representative frequency reading.
This field is 0 for clients with only one visit in the selected date range.	Average Frequency of Visit requires at least two visits to calculate a gap between them. Clients with a single visit show a 0 value.
New and Existing are based on all-time visit history, not the selected period.	A client is "New" if the selected period contains their very first appointment with the staff — ever. A client is "Existing" if they had at least one appointment with the staff at any point before the period start date, even if it was years ago. This is a lifetime classification, not a period-relative one.
When grouping by Service Name or Service Category, a client is only counted as retained if they returned for the same service.	If you break down the report by Service Name and look at "Haircut" retention, a client whose anchor visit was a haircut and who returned for a color treatment is not counted as retained in the Haircut row — even though they did come back. They would appear as retained in the Color row if that was also an anchor service.
Last Visit Date is not filtered to the selected date range and is not bounded by the 30/60/90 windows.	Last Visit Date reflects the most recent visit in our system for this client — it is not filtered to the selected date range and is not bounded by the 30/60/90 windows.
The closest membership record to the anchor date is used	The report finds the membership record closest to the anchor date and uses that. If the client was an Active member at the anchor date but has since cancelled, the report shows Active. The field reflects the membership state at the time the retention clock started, not today.

Use Case Example Configurations

Learn how to set up the report for specific scenarios with practical examples. Follow along to create views that answer common questions and support your workflows.

Use case	Description	How to configure the report
Evaluate staff-level client retention	Measure how many clients return to the same staff member within 30–180 days after their visit. Compare revisit performance across staff.	Use default configuration. Filters: set Order Date to a matured anchor window (old enough for the retention window to complete); Location name = the location as needed. Sort by: Staff revisit % descending.
Analyze business-level revisit behavior	Track whether clients return to the business, even if they switch staff. Helps assess total client loyalty independent of provider.	Use default configuration. Filters: set Order Date to a matured anchor window. Compare Business revisit % against Staff revisit % per staff; the gap is clients retained by the business but lost by that provider.
New vs. existing client performance	Compare retention patterns between clients who are new to the staff vs. existing to the staff.	Filters: set Order Date to a matured anchor window. Group by: Staff name, Client type. Columns: Client count, Staff revisit %, Business revisit %.
Identify client-switching patterns	Group by client to see which clients returned and whether they returned to a different provider.	Filters: set Order Date to a matured anchor window; Staff name = the provider under review. Group by: Staff name, Client name. Columns: Staff revisit count, Business revisit count, Last Visit Date. Clients with a business revisit but no staff revisit are the switchers.
Support staff coaching and performance reviews	Provide objective data for coaching conversations, retention improvement plans, or performance tracking.	Filters: widen Order Date to 6 to 12 months of matured anchor periods. Group by: Staff name, Order Date (month). Columns: Client count, Staff revisit %. A declining monthly trend is the coaching signal; a consistently high one is the benchmark.
Membership overlap insights	Review how many clients on membership received services from each staff member to correlate membership engagement with retention.	Use default configuration. Column: add Membership client count, Membership client %, and Membership client retention %. Filters: set Order Date to a matured anchor window. Compare membership share against Staff revisit % across staff.