Returning clients #

The Returning clients indicator takes into account the entire previous period and does not depend on the specified period of client loss. The client visit could have been a month or a year ago.The Returning clients indicator is not used in calculating the Client retention rate.

Client retention #

Client retention rate is the percentage of those clients who made visits during the specified previous period (the loss period, which is indicated in the Analytics > Settings > Client Churn section) and returned during the current one. The previous period is always prior to the date of the current period (see more in the article – Setting the client loss period).

Example of calculating the Client retention rate:

If there were 100 clients during the previous period, and 20 of them returned during the current period, then the client retention rate is 20%.

Important

1. Statistics is generated only for bookings with the Arrived status in the selected period.

2. The Client retention values are always rounded off (discrepancies by tenths of a percent). For example, if 53 out of 110 clients returned, the percentage would be rounded from 48.18% to 48%.

3. To understand how many clients returned after they became lost, it is necessary to multiply the Client retention rate by the number of clients in the previous period and round off the value.

4. The Client retention rate differs from the Repeated visits indicator (read more in the article).

5. The Client retention rate differs from the Returning clients indicator.