Overview

Boulevard’s staff retention beta report helps you track whether or not your clients are returning for follow-ups, ultimately enabling you to better monitor the health of your business. Our flexible reporting solution allows you to customize your view of retention in a way that makes the most sense for your individual business model.

Retention reporting by staff helps business owners see whether clients are being loyal to individual service providers or whether an individual staff member is particularly struggling to maintain clients. With grouping by rows, you can also break out service providers by their individual clients to see whether clients are switching staff members. From here, business owners and managers can set an action plan to improve their client experience and win back those churns.

Dimensions (Report Data/Rows Grouped By)

Name	Definition	Notes
Client Type	One of New to Staff or Existing to Staff	Value based on if the client’s first service at the location is prior to the selected date range in the report
Name of Client	Name of the Client	A client will show up on this report if they had a service in the date range
Name of Staff	Name of the Staff	A Staff Member shows up in this report if they provided a service to a Client within the date range
Location Name	Name of the Location	The Location that shows up on this report is the first location that a Client saw a Staff member at in the date range

Data Glossary

Data Term	Definition	Notes
Business Revisit Count	The number of clients that returned to the business within X days from their initial visit with a Staff member in the date range. Variants: 30, 60, 90, 120, 150, 180 days
Business Revisit (%)	The percent of clients that returned to the business within X days from their initial visit with a Staff member in the date range. Variants: 30, 60, 90, 120, 150, 180 days	Calculated as X-Day Business Revisit Count divided by Client Count
Staff Revisit Count	The number of clients that returned to the Staff member within X days from their initial visit with a Staff member in the date range. Variants: 30, 60, 90, 120, 150, 180 days
Staff Revisit (%)	The percent of clients that returned to the Staff member within X days from their initial visit with a Staff member in the date range. Variants: 30, 60, 90, 120, 150, 180 days	Calculated as X-Day Staff Revisit Count divided by Client Count
Client Type	New to Staff: A client’s initial visit with Staff in the date range is their first appointment with the Staff. Existing to Staff: A client’s initial visit with Staff in the date range is not their first appointment with the Staff

Customization Options

Customizable templates give you complete control, so you can see where you can improve and make data-driven decisions that drive your business forward. The customize feature is how you want to see your report. Within Customize there are 3 different groupings for how you want to see your data.

Report Data: Measure by which your rows are organized
Rows Grouped By: grouping which allows you to further breakdown your Report Data measure

Columns include the data you want to see in your report and Filters help you narrow down specific metrics. Column selections may change depending on which report data is selected.

Use Cases

View Retention Rates for Staff based on if the client was new to the staff or existing to staff. Group Rows or “And then group rows by” Client Type. Retention rates will typically be higher for existing clients, and lower for new clients.
Use Revisit to Staff Retention Windows to determine if clients are returning back to the same service provider. If it’s less important that a client returns to the same service provider and more important that they are returning at all, then you can use Revisit to Business retention windows.
Group by Client Names to see individual clients that did or did not return after they saw a service provider.

Using Retention Reports

Retention Reports always look at a date range in the past and determine if clients returned within a certain amount of time. For that reason we typically set a date range enough in the past so that clients have enough time to return within our ideal retention window.

For example:

Ideal Retention Window	How often is retention run?	Today's Date	Suggested Date Range
90 days	Monthly	January 1st	Sept. 1st - Sept. 30th
90 days	Quarterly	January 1st	July 1st - Sept. 30th
90 days	Weekly	January 1st	Sept. 26th - Oct. 2nd
180 days	Monthly	January 1st	June 1st - June 30th