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") | |
| Brand New | Invoiced Appt but no previous appointment EVER | |
| 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 and Brand New clients |
| Attrition | Invoiced Appointment | No Invoiced Appointment |
| Unique | Invoiced Appointment | |
| Net | Difference between Unique Clients and previous period Unique Clients |
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.
Why don't my 'unique' numbers add up?
.. or "when does 2 + 2 not equal 4"
Most metrics in the BOS are "totals". For example: if you have two locations then the total revenue for the company is just the sum of the revenue for both locations, as you would expect.
With "unique" metrics each client is only counted once. For example: if you have two unique clients in each of your two locations then you would expect the total unique clients to be 4. However, if one of those patients is the same patient visiting both locations then she would be counted once for each location, but only counted once in the total.
This would cause the behavior where you would see Unique Clients for the business of 3, and when you dropdown by location you would get 2 + 2;
This can also happen with other types of dropdowns. For example if you dropdown Unique Clients by profession and a client sees you for both Physiotherapy and Massage then they can be counted in each of those rows while only contributing once to the total.