There are many different re-booking figures and graphs in Simple Members.
In order for a re-booking to be counted over the date range, the client has to have a visit processed over the date range, and at least 1 future booking outside of the date range.
This articles aims at teaching you exactly what each graph, and figure actually means, so you know what re-booking statistics you're actually seeing, and which statistics you should be viewing.
Let's pop on over to 'Reporting' > 'Dashboard'. Cool.
The Rebook Rate in 'Reporting' > 'Dashboard' > 'Operator' lists the percentage of clients who were serviced on the day, and who rebooked with any operator within the target re-book period.
There are three requirements for a rebooking in this chart:
1) The re-booking must be in the target rebook period
2) The re-booking can be with any operator
3) There must have been a sale (visit/appointment) processed through 'POS' in the date range
This report uses the transaction date for it's statistics. In other words, a visit needs to be processed through 'POS' (and as a result, have a transaction generated) before the client's future booking can be counted as a re-booking.
If a client made a rebooking after your service with them, and the rebook rate did not change, it most likely means that the client booked outside of the target re-book period.
The target weeks are defined in the 'Target Re-Book Period' setting in 'Settings' > 'Marketing Settings'
Operator KPI Report or KPIs tab
The Rebook Rate in the 'KPIs' tab (The 'Operator KPI Report') lists the percentage of clients who had a service processed, and who rebooked with the same operator at any time.
There are two requirements for these statistics:
1) The re-booking must be made with the same operator who serviced the client
2) The re-booking can be at any time in the future
I just want to see any rebooking that i've made!
Visit the Client Retention Report in Reporting > Report List.
View the 'Clients Who Rebooked anytime in the future with any operator' row and make sure to select yourself from the 'Operator' drop down
The 'Client Retention Report' uses the visit date to calculate rebookings. For example, if you took payment for a visit 2 weeks ago (outside of the date range) but the client just came in for their pre-paid visit, their visit goes towards the re-booking rate.
In other words, at minimum, for a booking to display on the 'Client Retention Report':
- The client needs to have a paid visit recorded within the date range you have entered into the report
- The client needs to have a future booking outside of the date range you have entered
As an example, if the client decided to re-book on the day of their pre-paid visit, their future booking will be counted as clients who rebooked.
Key Questions when looking at the re-booking rate for clients you serviced and rebooked
Did you re-book within the target re-book period?
Your re-booking will appear as a rebooking 'Reporting' > 'Dashboard' > 'Operator'
Did you re-book in someone else's column?
Your rebooking will not appear in the 'Reporting' > 'KPIs' tab or the 'Operator KPI Report' in 'Reporting' > 'Report List'
Would you like to see all clients you serviced who have rebooked at anytime in the future with anyone?
Pop over to the 'Client Retention Report' in 'Reporting' > 'Report List' and select yourself from the 'Operator' drop down then click 'Filter'.
I don't have access to some of the reports
Ask your administrator or gym/outlet manager to show you a copy of the report. Make sure they select you as the operator (if the report allows them to) and make sure they choose the date range you'd like to view the results for. Most reports default to today's date.