How to measure customer retention.
Retention shows what share of your customers return. Cohorts show whether customers who joined in one month stay better than those from another.
- Who it is for
- Owners and managers
- Plan
- Advance and Team
Read the retention curve
- Open Reports and choose Retention.
- Set From and To.
- Pick Group by: Day, Week or Month.
- Read Retention over time: returning customers divided by active customers for each period.
- Compare Average retention with the Latest period to see if you are improving.
Compare cohorts
- Open Reports and choose Cohorts.
- Set the Anchor to First booking or First order.
- Pick how many months to follow in Periods.
- Read the heatmap row by row. Best retention and Worst retention point out the strongest and weakest months.
What your customers see
- Nothing changes for customers.
Common problems
- The Retention card is locked.
- Retention and cohort reports come with plans that include advanced analytics. Upgrade under Settings > Billing & plan.
- There is no data in this window.
- Retention needs customers attached to sales or bookings. Walk-in sales cannot be followed over time.
Related guides
More in Reports and insights, or start with the getting started guide. Still stuck? Contact us.