Customer Retention Report
Paid plan required. Reports (Advanced) is available on the Lite plan and up. It is not included on the free Basic plan. View plans
Open the report
- Drawer → Reports → People & Customers → Customer Retention.
- Choose a period. Periods use your store's timezone and weeks start Monday.
What you see
Four KPIs:
- Total Customers — customers attached to completed or closed orders in the window.
- New Customers — of those, the ones whose customer record was created inside the window.
- Returning — the rest.
- Repeat Rate — the share of those customers who placed more than one order in the window.
Below, a cohort row per month groups customers by their first order in the window and shows M1 and M2 — the share that came back one and two months later.
Only named customers count
A sale rung up without attaching a customer cannot be tied to anyone, so it is
invisible here. If retention looks impossibly low, check that staff are
attaching customers at the register first.
Pick a window of several months before reading the cohort rows — a one-week period cannot show anyone returning.