Reports, exports, and the Clients directory

Reports, exports, and the Clients directory

Reports shows how busy you are, what you are taking, where your bookings come from, and how your clients behave. This article is the reference: every card, what each Export CSV contains, and what each performance figure actually measures.

Before you start

• Reports is admin only. Open Settings, then the Reports tab. There is no Reports row in the sidebar, and an old /dashboard/reports address sends you to the same tab.
• Three tabs sit at the top right of the page: Overview, Revenue and Clients. The last one is named after your word for a client.
• Everything follows the date range you set, apart from SMS segments this period (which follows your billing period) and Export your data (which always covers your whole venue).
• Card names follow the wording your venue uses. This article says "appointment" and "client". If your profile uses "session" and "patient", you will see those words instead.
• Cards appear only when there is something to show. By booking type needs activity in more than one booking type, Event ticket sales by tier needs ticket sales, and Resource utilisation needs resource bookings.

Step 1: Check your SMS usage

SMS segments this period sits above the Reports heading. It shows a bar, then segments sent against segments included in your plan, and how many are left.

Go past the allowance and an amber Overage note appears: how many extra segments you sent, roughly what they cost, and the note that overage is metered against your current Stripe billing period. This panel ignores the date range below, because it follows that billing period.

Step 2: Set the date range

The Date range card has From, To and Apply, and opens on the last seven days. Set your dates, click Apply, and every card below reloads.

Tip: the page shows one period at a time. To compare, write down last month's figures, then set the month before. The Appointment performance card does that comparison for you.

Step 3: Read the Overview cards

Every card except Appointment performance has an Export CSV button in its top right. Downloads cover the same date range as the screen. If there is nothing to export you get an amber Notice instead of a file.

The cards run in this order:

1. Appointment activity. Three tiles: Appointments created is bookings taken in the period, Client places booked counts people (a group of three counts as three), and Clients seen (arrived / completed) is how many of those places reached arrived, started or completed. Two charts sit below: How they booked (when created) and Appointment status (latest). The Daily booking log email panel is at the bottom of this card.
2. By booking type. Only when more than one booking type had activity. Columns: Type, appointments, Covers / guests, Completed, Cancelled, Checked in and Deposits.
3. Appointment performance. Covered in step 4.
4. Team, services & channels. Non-cancelled appointments only. A bar chart splits volume by calendar, headed with your word for staff, with a second bar for Arrived or completed. Below it are Top services by volume and How clients booked (channel mix). If you sell add-ons, an Add-on revenue block appears with Total add-on revenue, Appointments with add-ons, and a table of your best sellers.
5. No-show rate. An Overall percentage with a trend line underneath. Walk-ins are left out of the denominator.
6. Cancellation rate. Four tiles: Appointments created, Client-initiated, Auto (unpaid) and Cancellation rate. Auto (unpaid) means a booking went from Pending to Cancelled on its own, usually because a required deposit was not paid in time. The rate tile changes colour above 10%, a nudge to look at your deposit or reminder settings.
7. Payments & deposits. Total collected, Total refunded and Total forfeited, then below a divider No-show fees charged (the amount, with the number of charges beside it) and Active card holds. Charged no-show fees are kept separate from deposits, because they are not deposit payments.
8. Event ticket sales by tier. Tickets sold, Ticket revenue and Ticket tiers sold, then a row per ticket type. Revenue uses the price captured when each ticket was booked, so editing a tier later does not rewrite history. Cancelled bookings are excluded.
9. Resource utilisation. Booked hours against each resource's open hours, as a bar per resource with the booking count underneath. Cancelled bookings do not count as booked hours.

What each Export CSV contains

Card	The file holds
Appointment activity	Appointments created, client places booked, places seen, then a row per booking source and a row per status
By booking type	Booking type, Bookings, Covers / guests, Completed, Cancelled, Checked in, Deposits collected (£)
Team, services & channels	A block per staff member (appointments, arrived or completed), then one per service, one per channel, and an add-on block when you have add-on revenue
No-show rate	Date, No-shows, Attended or no-show (count), Rate %
Cancellation rate	Appointments created, Cancelled (client-initiated), Cancelled (auto), Cancellation rate %
Payments & deposits	Total collected, refunded and forfeited, no-show fees charged with a count, and active card holds, in pence and in pounds
Event ticket sales by tier	Ticket type, Tickets sold, Bookings, Revenue (£)
Resource utilisation	Resource, Bookings, Utilisation %, Booked hours, Available hours

Files are named after the report and the dates you chose, and land in your browser's downloads folder.

Step 4: What the Appointment performance figures mean

This card is built for appointments businesses and is the only one that compares periods for you. It has no Export CSV. Where a figure cannot be worked out you see a dash, and if the range holds too little activity the whole card says so instead of showing numbers.

Attendance

• No-show rate: no-shows as a share of the appointments that were due to take place, meaning those that reached started or completed, or were marked as a no-show. Walk-ins are excluded. Under 5% is healthy. Above 10% is costing you money, and a deposit or a 24-hour reminder is the usual fix.

Reschedules

• Guest moved online (share of known moves): of the moves where ResNeo recorded who made the change, the share the client made themselves. High is good, because your booking page is doing the rescheduling instead of your phone. Older changes with no recorded actor are counted separately in the line underneath.
• Guest notified after a move: how often a change actually reached the client as an email or text. If this is low, switch on Booking modification under Settings → Communications.

After a cancellation

• Rebooked within 7 days: of the cancelled appointments that had a client on file, how many of those clients booked again within a week. Low means cancellations are walking out for good.
• Typical wait to rebook: the median gap between a cancellation and that client's next appointment. The line underneath adds the point three quarters of clients have rebooked by.

Team efficiency

• Median time to create an appointment: how long your team takes to add a booking in the dashboard, from opening the form to saving it. The line underneath gives a separate typical time for returning clients.

When ResNeo has a saved reference period, a Reference period saved bar names those dates and each figure gains a line such as "Reference no-show rate was 8%". That snapshot refreshes weekly.

Step 5: The Revenue tab

Click Revenue beside Overview. This tab answers one question: what is on the diary, and whose diary it is on.

Booked revenue is the value of every appointment on the diary that has not been cancelled, priced the way the booking panel prices it: the total stored on the booking, else the option the client chose, else that calendar's own price, else the service's list price, plus add-ons. Each service of a multi-service visit counts on its own, so a visit is never counted twice.

This tab keeps its own range, separate from the Date range card on Overview. Pick Today, This week (where it opens), This month, Last 30 days or Next 30 days, or click Custom range and set your own From and To. Show by groups the periods into Day, Week or Month.

No-shows are reported beside the total rather than quietly dropped. A past date leaves out services marked as a no-show; tick Include no-shows to add them back. A future date has no no-shows yet, so it reads as everything booked.

Three tiles sit at the top:

• Booked revenue for the range, with a line saying whether it covers past dates, upcoming dates, or both.
• No-shows deducted, or No-shows included when the tick box is on, with the number of services behind it.
• Appointments counted. If any of them carry no price at all, the tile says how many, and an amber note repeats it: those services add nothing to the totals.

Below the tiles, a stacked bar chart gives one colour per calendar, and a table repeats the same figures period by period with a Total row. Export CSV in the card's top right downloads exactly what is on screen.

Linked venues: if another venue has shared full booking detail with you and let you create, edit and cancel, their calendars appear as their own columns with the venue's name underneath, and a line above the chart names the venues included. Only the calendars they scoped the link to are counted.

Where you are is kept in the address, so /dashboard/settings?tab=reports&reportsTab=revenue is a link straight back to this tab.

Step 6: The Clients tab

Click Clients beside Overview. You land on the Client directory, which follows the same date range. Export CSV in its top right downloads your whole client list.

Four tiles sit at the top: Known clients (all-time), New this period, Returning this period, and Anonymous appointments (period), which counts walk-ins with no contact details. Those walk-ins are counted but not listed below.

Three controls sit underneath:

• Search takes a name, email or phone number.
• Show picks With contact (CRM), All except walk-ins, or Walk-ins only.
• Sort offers Last visit (newest), Last visit (oldest), Name (A–Z), Name (Z–A), Most visits and Recently added.

If you use tags, a Filter by tags row appears. Click a tag to narrow the list, click it again to clear it.

The table lists each client with their email, phone, total appointments, lifecycle count (a red NS flag shows no-shows) and last visit. View appointments opens the bookings list filtered to them, and Erase starts a GDPR erase. Click the name instead and the row opens with:

• Contact: first name, surname, email and phone with Save details, plus the tag editor.
• Small tiles for total appointments, Cancellations, No-shows, Deposits paid, First visit and Last visit.
• Export history (CSV) for that one person.
• Recent appointments, each linking straight to the booking.

Good to know: for the full record, with notes, documents, marketing consent and message history, use Open Contacts at the top of the card.

Get the daily booking log by email

At the bottom of Appointment activity, the Daily booking log email panel sends you a summary of new appointments and cancellations.

1. Click the switch on the right to change it from Disabled to Enabled. The pill beside the title says On or Off.
2. Send to arrives filled in with your venue's email address. Change it if the summary should go somewhere else.
3. Under Schedule, tick the days you want and set a time for each. It suggests Monday to Friday at 17:00.
4. Click Save email settings.

Emails are off by default and only send on the days you tick.

Tip: for an email on every single booking instead, use New booking alert under Settings → Communications.

Export your data

Export your data sits at the bottom of Overview with two buttons: Export all appointments and Export client list. Both ignore the date range and cover your whole venue, and both are built at the moment you click, so nothing is out of date.

Exports contain personal data. Store them securely, and delete local copies when you are finished.

Common problems & fixes

Problem	Likely cause	Fix
I cannot find Reports	You are not an admin, or you are looking in the sidebar	It is under Settings, then Reports
Export CSV shows a notice instead of downloading	There is no data in the range	Widen From and To, click Apply, and try again
Appointment performance has no download	That card has no export	Use the other cards' exports, or Export your data
A card is missing	That booking type had no activity in the range	Widen the range. By booking type needs more than one type with activity
The numbers look too low	The range opens on the last seven days	Set a wider From and To, then click Apply
Appointment performance says there is not enough activity	Too few appointments in the range	Widen the dates and look again
A client is missing from the list	Show is set to With contact (CRM) and they have no contact details	Switch Show to All except walk-ins or Walk-ins only
SMS segments does not match my bill	The banner follows your Stripe billing period, not the date range	Cross-check SMS usage under Settings → Plan
Could not load reports	The page could not fetch your figures	Click Retry. If it keeps failing, check your connection

Next steps

• Reading your reports
• Exporting all your data
• Your contacts (CRM)
• Automated messages, channels, and timing