Reading your reports

Reading your reports

Reports tell you how busy you are, how much you are taking, and where your bookings come from. This guide walks the page and, more importantly, says what each number means.

Before you start

• Reports are admin only, under Settings, then the Reports tab. There is no Reports row in the sidebar.
• Figures follow the date range you set, except the exports at the bottom, which always cover everything.

Step 1: Set the date range

The Date range card sits at the top with From, To, and Apply. It opens on the last seven days.

Tip: the range shows one period at a time. To compare, set last month, write the figures down, then set the month before. The Appointment performance card below does this for you automatically.

Step 2: Read each card

• Appointment activity: Appointments created is how many bookings came in. Client places booked counts each person, so a group of three counts as three. Clients seen (arrived / completed) is how many turned up. The gap between the last two is your attendance problem in one number.
• Cancellation rate: the tile turns amber above 10%, a nudge to look at your deposit or reminder settings.
• No-show rate: the share of bookings where nobody arrived. Walk-ins are not counted.
• Payments & deposits: Total collected is deposit money you took, Total refunded is what you gave back, and Total forfeited is what you kept when a client did not show. Below a divider sit No-show fees charged and Active card holds. If forfeited is climbing your deposit rules are working. If it is zero and your no-show rate is high, you are not asking for deposits.
• Team, services & channels: which person, which service, and which route brought each booking in. Watch the channel split: if most bookings still say phone, your booking page is not being seen.

Step 3: Read the Appointment performance card

This is the card built for appointments businesses, and the only place that compares periods for you.

• No-show rate, with a plain-English line underneath. Under 5% is healthy. Above 10% is costing you money, and a deposit or a 24-hour reminder is the usual fix.
• Guest moved online: of the appointments that moved, how many the client moved themselves. High is good, because your booking page is doing the rescheduling instead of your phone.
• Guest notified after a move: how often a change actually reached the client. If this is low, turn on Booking modification under Settings, then Communications.
• Rebooked within 7 days: of the clients who cancelled, how many came back within a week. Low means cancellations are walking out for good.
• Typical wait to rebook and Median time to create an appointment.

When ResNeo has saved a reference period, a bar at the top of the card names the dates and each figure shows what it was then. That is how you answer "am I busier than last month" without doing sums.

Good to know: this card has no Export CSV button. The other cards do, in their top right.

Step 4: Check the Clients tab

Click the Clients tab beside Overview. It follows the same date range.

• Known clients (all-time): everyone on your books.
• New this period: first-time clients in your dates.
• Returning this period: clients who had been in before.
• Anonymous appointments (period): walk-ins with no contact details.

Tip: set the range to last month, note New and Returning, then set the month before and compare. Growing New means your booking page is working. Growing Returning means your chair time is working.

Search by name, email or phone, then click a client to see their appointments, cancellations, no-shows, deposits paid, and first and last visit.

Get a daily summary by email

Inside the Appointment activity card is a Daily booking log email panel. Switch it on and ResNeo emails you new appointments and cancellations.

1. Turn the switch on.
2. In Send to, type an address, or leave it blank to use your venue email.
3. Under Schedule, tick the days and set a time for each. It suggests Monday to Friday at 17:00.
4. Click Save email settings.

Export your data

At the bottom of Overview, Export your data offers Export all appointments and Export client list. These ignore the date range and cover everything.

Common problems & fixes

Problem	Likely cause	Fix
A card is missing	That booking type is not in use, or there is nothing to report in your range	Widen the range. Some cards only appear when there is data
Export CSV does nothing	There is no data in the range	You will see a notice instead of a download. Widen the dates
Appointment performance has no download	That card has no export	Use the other cards' exports, or the full exports at the bottom
The numbers look too low	The range opens on the last seven days	Set a wider From and To, then click Apply
I cannot find Reports	You are not an admin, or you are looking in the sidebar	It is under Settings, then Reports

Next steps

• Guest communications (email and SMS)
• Your contacts (CRM)
• Set up your services