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. An old /dashboard/reports link still works: it sends you to the same tab.
• The page has three tabs at the top right: Overview (everything below), Revenue, and your client directory.
• Figures follow the date range you set, except the two exports at the bottom, which always cover everything.
• Card and column names follow the wording your venue uses. This guide says "appointment" and "client". If your profile uses "session" and "patient", you will see those words instead.

Step 1: Set the date range

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

Above it sits SMS segments this period: how many text segments you have sent out of the allowance included in your plan, and how many are left. If you have gone past the allowance, an Overage note says how many extra segments you sent and roughly what they cost.

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

Every card except Appointment performance has an Export CSV button in its top right.

• 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. Two charts sit below: How they booked (when created) and Appointment status (latest).
• By booking type: this one only appears when you run more than one booking type. It puts appointments, classes, events and resources in one table, with headcount, completed, cancelled, checked in and deposits taken.
• Team, services & channels: volume per calendar, Top services by volume, and How clients booked (channel mix). Watch the channel split: if most bookings still say phone, your booking page is not being seen. If you sell add-ons, an Add-on revenue block appears with Total add-on revenue, Appointments with add-ons, and your best sellers.
• No-show rate: the share of appointments where nobody arrived, shown as an Overall figure with a trend line underneath. Walk-ins are not counted.
• Cancellation rate: four tiles, Appointments created, Client-initiated, Auto (unpaid) and Cancellation rate. Auto (unpaid) means the booking went from Pending to Cancelled on its own because a required deposit was not paid in time. The rate tile turns red above 10%, a nudge to look at your deposit or reminder settings.
• 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.
• Event ticket sales by tier and Resource utilisation appear only when you sell tickets or hire out rooms and equipment.

Step 3: Read the Appointment performance card

This is the card built for appointments businesses, and the only place that compares periods for you. It is grouped under four headings.

Attendance

• 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.

Reschedules

• Guest moved online (share of known moves): 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, switch on Booking modification under Settings, then Communications.

After a cancellation

• 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: the middle wait between a cancellation and that client's next appointment.

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.

When ResNeo has saved a reference period, a Reference period saved bar at the top of the card names those dates, and each figure gains a line saying what it was then. That is how you answer "am I busier than last month" without doing sums. The reference snapshot is refreshed weekly.

Good to know: this card has no Export CSV button. If there is too little activity in your range, it says so instead of showing figures. Widen the dates and look again.

Step 4: See what is on the diary, on the Revenue tab

Click Revenue at the top right. This tab is not about what has been paid, it is about what is booked: the value of every appointment on the diary that has not been cancelled, added up by day and split by calendar.

1. Pick a range with the chips: Today, This week, This month, Last 30 days, Next 30 days, or Custom range for your own dates. This range is separate from the one on Overview.
2. Use Show by to group by Day, Week or Month.
3. Read the total, then the chart underneath: one colour per calendar, so you can see who is carrying the week.

Services marked as a no-show are taken off a past date's total and shown beside it. Tick Include no-shows to add them back. Future dates have no no-shows yet, so they show everything booked.

Export CSV downloads the table exactly as you set it up.

Step 5: Check the Clients tab

Click the Clients tab beside Overview, at the top right of the page. You land on the Client directory, which follows the same date range.

Four tiles sit at the top:

• 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. They are counted here but not listed below.

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.

Below the tiles are three controls:

• 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 of buttons appears underneath. Click a tag to narrow the list, click it again to clear it.

Click a client's name to open their row. You get their appointments, cancellations, no-shows, deposits paid, first and last visit, an editable name, email, phone and tags, a list of Recent appointments, and an Export history (CSV) button for that one person. Export CSV in the card's top right downloads your whole client list.

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

Get a daily summary by email

At the bottom of the Appointment activity card is a Daily booking log email panel. Switch it on and ResNeo emails 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 it 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.

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 your whole venue. Files are built there and then, so nothing is out of date.

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. By booking type, Event ticket sales by tier and Resource utilisation only appear when there is something to show
Export CSV does nothing	There is no data in the range	You get a notice instead of a download. Widen the dates and try again
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
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

Next steps

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