Customer Retention - Report

A Customer Retention Report shows how well your business is maintaining ongoing relationships with customers over a selected period. It highlights how many customers remain active, how many have become inactive, and how many are newly engaged. By comparing activity at the start and end of each period, the report reveals trends in customer loyalty and helps you understand whether your retention efforts are working.

To access the Customer Retention Report, go to Reports > Customers > Customer Retention.

Using the date picker, select the month you want to use as the end point for the year you wish to view.

Then specify how many months should be included in the retention period you’re tracking.

The retention period (number of months) defines how recently a customer must have made a booking to be counted as an active customer in the retention report. Boarding uses a 12‑month retention period by default, while all other areas use 3 months.

Use the dropdown menu to view specific Area Types.

In the chart, New Customers and Returning Customers (Customers at End minus New Customers) are shown separately.

You can move your cursor over the chart points to reveal their data values.

Each month, the report checks which customers had at least one booking within that retention window. It then calculates:

• Customers at Start – customers who were active at the beginning of the month
• New Customers – customers who became active during that month
• Customers at End – customers who were active at the end of the month
• Retention Rate – the percentage of starting customers who remained active by month‑end

Click the   Filter icon in the top right corner to open the filtering menu, where you can narrow your search by location when using the multi location plans.

You can also export the displayed data in different formats at any time for reporting or backup purposes:

Print – Generates a printer-friendly version of the current data for easy hard-copy reference or record-keeping.

Excel – Exports the data to a Microsoft Excel (.xlsx) file, ideal for sorting, filtering, and advanced data manipulation.

CSV – Downloads the data as a Comma-Separated Values (.csv) file, useful for importing into other software or databases.

For More Information

On customers booking activity view - Customer Bookings - Report

On lapsed customers view - Lapsed Customers - Report