Client Metrics: Unique, New, Attrition, Hours
Many of the most important metrics in the Mega Report and Practitioner report relate to clients.
While you might intrinsically understand the concepts like 'new clients' and 'attrition', it is important to understand the technical definition so that you are "reading" the numbers correctly.
The 'New Client' gap defaults to 90 days but can be adjusted per tenant, contact support for more information.
These metrics compare Invoiced Appointments in the locations you have selected at the top of the Mega Report.
| Previous Period (EG: "Last Month") | Current Period (EG: "This Period") | |
| New | Invoiced Appt (with gap of at least 90 days since previous appt) | |
| Additional | No Invoiced Appointment | Invoiced Appointment |
| Returning | No Invoiced Appointment | Additional Clients *excluding* New Clients |
| Attrition | Invoiced Appointment | No Invoiced Appointment |
| Unique | Invoiced Appointment |
For the breakdowns (dropdowns):
- Attrition: use the categories of the last appointment in that period
- New/Additional/Returning/Unique: use the categories of the first appointment in that period.
Unique Clients
This is how many clients have an invoiced attendance. The 'ghost' value shows how many clients have a non-cancelled appointment which is a great indicator of where the Unique Clients value will finish for the month.
New Clients
The usual formula for New Clients is 'first visit to the company after at least 90 days of no attendance'.
This definition was chosen instead of 'absolutely first time, never seen them before' because if you haven't seen a client after 90 days, it is usually requires some sort of marketing effort to bring them back to the business (IE: email with an offer, a 'check in' call from a practitioner) and we want those efforts to be recognised.
Returning Clients
A client who visits the business after not attending for the previous period and hasn't been away from the business long enough to be considered a New Client.
EG: Visits in September, no visits in October, then visits in November.
Additional Clients
Clients not invoiced in period period and invoiced in current period. So this includes both New Clients and Returning clients.
Attrition Clients
Unique clients in the previous period (EG: month / quarter) that aren't in the current period. EG: "Clients we saw last month who we aren't seeing this month".
Hours Per Client
This is the total of all the client time (IE: class time is counted per-client) divided by the unique clients.
This means that if a client visits multiple locations they will have low hours-per-client for each location but a higher hours-per-client for the company as a whole.