'Cross Sells' Metric

Before reading this, make sure you understand the New Client Definition

Cross sells are identified as "What would be considered a 'New Client' if we ignored appointments of other professions, but isn't actually a 'New Client'. 

Example

• Emily has been visiting GCPC location every month for the June 2023 for Massage.
• Emily then visits an Exercise Physiologist in February 2024 and does fortnightly sessions for a few months, while continuing the monthly massages.  
  

Emilys first visit for Massage in June 2023 will be marked as New Client because it was her first visit (or first visit after at least 90 days off). Every visit after that doesn't have a long enough 'gap' to be considered a new or returning client. 

The EP visit in February doesn't count as a New Client because it's the same Patient (Emily) and Location (GCPC). 

The EP visit does count as a Cross Sell because if we look at just EP visits (ignoring Massage) then would be considered her First Visit. 

Referring Appointment

Each Cross Sell (The EP visit in the above example) is linked to the appointment they attended before that appointment was booked. For example if the February EP visit was booked on January 17th, then the massage appointment on or before January 17th would be considered the referring appointment. 

Breaking down Cross Sells

When you choose to break down the Cross Sells by metrics such as profession or practitioner, you are actually breaking down the referring appointment. In this example the massage profession/practitioner will be credited with the cross sell, so it would appear as a Massage cross sell, not an EP cross sell, as it is Massage doing the "selling".