Watch: How to see customer retention and rebook rate in SalesThumb (0:57)
Repeat customers are the cheapest jobs you'll ever win. These two reports show how many come back, and how soon.
Open the report
- In the sidebar, click Reports, then switch to Detail.
- Across the top, pick a longer period, such as YTD (your year so far).
- In the list on the left, under Retention, click Rebook Rate.
Read your rebook rate
Rebook rate is the share of completed visits in that period where the customer came back within 90 days. The tiles show how many visits were in the window and how many were rebooked.
Below, Days to next visit shows how soon customers came back: within 30 days, 31-60, 61-90, 91-180, more than 180, or never.
Read retention cohorts
Next, open Retention Cohorts under the same Retention heading. Each row is the month customers first visited, and Size is how many there were. The columns show what percent were still coming back one, two or more months later.
Retention Cohorts covers your full visit history, so it doesn't change with the date range at the top. Both reports count completed appointments only.
Who can see it: Owners, Admins and Managers, by default.
Frequently asked questions
Q: What counts as a rebook?
A: A completed visit where the same customer came back within 90 days.
Q: Does Retention Cohorts follow the date range?
A: No. It uses your full history of completed visits, grouped by the month each customer first came in.
Q: Which visits do these reports count?
A: Completed appointments only. Canceled and no-show appointments aren't counted.