Customer Retention Report
Pick a window of several months before reading the cohort rows. A one-week period cannot show anyone returning.
Before you start
- A plan that includes this report.
- The Reports · View permission.
Steps
1
Open the report
Open the drawer → Reports, then under People & Customers, tap Customer Retention.
2
Pick a period
Tap Period and choose Today, Yesterday, This or Last Week, This or Last Month, Last 7 or 30 Days, or Custom dates. Weeks start on Monday and periods follow your store's time zone.
3
Read the four figures
Total Customers (attached to completed or closed orders), New Customers (record created in the window), Returning, and Repeat Rate (the share who ordered more than once).
4
Read the cohorts
A line chart of the share of each month's new customers who came back the month after, and a row per month with the share back in the 1st and 2nd month.
What happens next
- Only completed and closed orders count, at the moment they were completed. Pending, held, voided and cancelled orders are left out.
Edge cases
- Only named customers count. A sale with no customer attached is invisible. If retention looks impossibly low, check that staff attach customers at the register.
- Needs Standard and up. On Lite the card is hidden.
- How every report works. The period, comparison and export controls are the same on every report. See How every report works.
Works with
| Add-on or plan | What changes on this page |
|---|---|
| Plan | The profit and retention reports need Standard and up. On Lite the card is hidden and the server refuses the report. |