Appointment Metrics report

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SUMMARY

This report is meant to help measure your staff's productivity, as well as zero in on how successful your service providers are at retaining clients.

You can gauge popularity by seeing how many times each staff member was requested. It also shows how many of each staff members' appointments were booked online, on the day of the last appointment (what salons call "prebooked"), and on the day that the service was provided. To see how well your staff are drumming up new business and retaining old clients, it also shows how many appointments contained first-time clients or return clients.


CONDITIONS

NOTE: If you regularly delete your instructors' past availability, then this report will misrepresent their productivity.

The Appointment Metrics report is divided into several sections: Productivity, Loyalty, How, When, and Returning. This report shows:

  • The percentage of time the stylist was booked out of their total hours scheduled
  • The number of clients who requested a particular stylist
  • The number of appointments that were booked online in Consumer Mode and the number of appointments that were booked in Business Mode
  • The percentage of clients that pre-booked their appointments
  • The percentage of total clients who came once during the given date range, and returned during the given date range to the same staff member.
  • The number of first-timers, and the percentage of first-timers who came once during the given date range, and returned during the given date range to the same staff member.
  • The total number of existing clients, and the percentage of existing clients who came once during the given date range, and returned during the given date range to the same staff member.

INDUSTRY TIPS

  • Use this report in conjunction with the Retail Sales Performance report, to track not only your stylists’ client retention, but also the revenue generated from the products and services they sell.
  • Incorporate this report into a reward system: incentivize your staff to improve their client retention rates by setting goals.

CONTENT

 

HOW TO FIND THIS REPORT

    1. Go to the Reports tab and choose Staff from the tabs on the left.
    2. To narrow the list, select Productivity from the filters, and then click Appointment Metrics to open the report. You can always use the search bar at the top right to search for Appointment Metrics by name.
    3. Once you find this report, don't forget to tag it as a Favorite!

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WHAT DOES EACH FILTER DO?

  1. Dates: To manually change the report's start and end date, you can type the date(s) in, or click on "Quick Dates" to choose from Calendar Months, To Date, and Rolling Averages.
  2. Show Tagged Clients Only: If you previously tagged a list of clients in the system, then checking this box will display only those clients. Click here to learn more about tagging.
  3. Visit Location: This is the location where the appointments took place.
  4. Service Category: Target specific services by selecting a specific service category.
  5. Instructor: You can run this report for one particular instructor or all of them.

HOW TO RUN THIS REPORT

  1. Select and configure your filters to your needs.
    • Example: Dawn is the manager of a full service salon. She wants to run the Appointment Metrics report to see how her staff has performed in her incentive challenge this past month, where the stylist with the highest percentage of pre-booked clients and returning clients wins product from their new designer line. To find out this information, Dawn pulls up the Appointment Metrics report, clicks on the Month option under the Last category in the Quick Dates section, and skips the Filters Section because she is looking at all locations, service categories and stylists/instructors. All that's left to do is generate the report!
  2.  Click Go!

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UNDERSTANDING THE RESULTS

The report will display results broken down by each staff member.

Productivity

  1. Hours Booked: Total number of hours the staff person was booked for appointments during this date range. Confirmed, arrived, completed, late-canceled, and no-show appointments are all included in this number. Early-canceled appointments are not. If the staff person was booked with two people during one hour, the appointment would count as one hour booked.
  2. Hours Scheduled: [Number of available hours] - [Number of unavailable hours] = Hours scheduled.
  3. Percent Booked: The percentage of time the staff person was booked out of the total Hours Scheduled. [Hours booked] / [Hours schedule] X 100 = % booked.
  4. Appointments Booked: The total number of unique appointments the staff person was booked for. If the staff person was booked with two people during one hour, this would count as two appointments booked. Add-ons to appointments are not counted in this number.

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Loyalty

5. Staff Requested: The number of clients who requested this instructor. To request an instructor, the Instructor Requested checkbox must be checked on the Appointment Details screen.

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How

6. Online: This is the number of appointments that were booked online in Consumer Mode.
7. By Staff: This is the number of appointments that were booked in Business Mode.

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When

8. Prebooked: An appointment is considered “prebooked” when a client books it on the same day they are attending an appointment. For example, if I get my hair colored today and book my next appointment as I’m checking out, then that future appointment is considered “prebooked." This is only applied if the appointment was booked in business mode. 
9. Day of: Any appointment that was booked on the same day it was performed. If you run the report at 8 a.m. and have an appointment at 5 p.m., then that appointment will show up.
10. Total Clients: Total number of clients who had appointments with this staff person during the given date range.
11. Prebooked Clients: Total number of unique clients who attended prebooked appointments within the date range. (Each client will be counted only once, even if they attended multiple prebooked appointments during the date range.)
12. Percent Prebooked: The number of unique prebooked clients seen during this date range divided by the total number of unique clients seen during the same range. (Clients who attended multiple prebooked appointments will not be counted twice in this percentage.)

 

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Returning

This section is valuable because you can see over the period of time how often clients are returning to see your staff and get a bigger picture of how loyal your clients are to your staff members.

  • Returned during date range (1): The percentage of total clients who came once during the given date range, and returned during the given date range to see the same staff member.
  • First-timers: Total number of clients who saw a staff person for the first time during the given date range.
  • Returned during date range (2): The percentage of first-timers who came once during the given date range, and returned during the given date range.
  • Existing Clients: Total number of clients who came at least once before the given date range and at least once during the given date range to see the same staff member.
  • Returned during date range (3): The percentage of existing clients who came once during the given date range, and returned during the given date range to see the same staff member.

PRINTING, SAVING AND EXPORTING THE RESULTS

  • Export to Excel: This will generate a spreadsheet containing the report's data in Microsoft Excel. To learn about exporting reports to Excel, click here.
  • Export to PDF: This will format the report’s results into a PDF file that can be saved to your computer. Printing directly from a PDF may solve formatting issues that arise when trying to print reports directly from an internet browser.
  • Save This ReportClick here to learn about using the Save Report feature.
  • Tagging options: Tagging is your database's ability to remember all of the clients displayed on a screen. Learn more about tagging clients.
  • Constant Contact: You can use this feature to convert the report’s results into a new contact list in Constant Contact. Simply click “Constant Contact," give the contact list a unique name, and click "Export." You can find this newly created list in your Constant Contact account.

 

 

 

 

PERMISSIONS NEEDED TO ACCESS THIS REPORT

To view and run this report, one of the following permissions must be enabled for you or your staff's login group:

      • Staff Performance/Appointment Metrics/Retail Sales Performance Reports needs to be checked

To grant or restrict access to this report, just hit the Home tab and select Staff from the submenu. Choose Tools at the top right and click on Staff Permissions.

Staff_Permissions_in_Tools.png

      1. Select permission group from the dropdown menu.
      2. Click on Report Permissions.
      3. Check or uncheck Staff Performance/Appointment Metrics/Retail Sales Performance Reports permissions to enable or disable.
      4. Click Update.

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ADDITIONAL RESOURCES

 










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