Customer retention

New clients are good. Clients who come back are gold. The customer retention report shows how well your salon holds on to clients, so you can see your real growth and not just new faces.

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In this article

• What this shows you
• Why it matters

What this shows you

• Total bookings is how many appointments happened in the period.
• Total new customers is clients whose only completed visit so far was in this period.
• Total existing customers is clients with more than one completed visit by the end of this period — including someone who booked with you for the first time in this period and then came back again before the period was over.
• Retention rate is the share of clients active in this period who count as existing customers.
• New vs existing customers shows the split at a glance.
• Booking trends and peak seasons show when your salon is busiest.
• Demand heatmap shows which days and hours bring in the most appointments, so you can spot your busiest windows at a glance.

Why it matters

A high retention rate means your work and your service keep clients coming back, which costs far less than finding new ones. A low rate is a sign to look at your reminders and your aftercare.

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Tip: SalonGrid reminds clients to come back after a visit. Set those up in Engage to lift your retention rate over time.

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