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 four tabs at the top right: Overview (everything below), New bookings, Revenue, and your client directory. If you take payments with Checkout, Revenue is called Booked value, and tabs such as Takings and Sales sit beside it.
• Overview and your client directory share one date range, set with the button at the top of the tab. The New bookings and Revenue tabs each keep their own dates instead, so setting one does not change the other. Export your data, at the bottom of Overview, has its own date choices again, including All time.
• 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

At the top of Overview 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. It follows your billing period, not the dates you pick, and the other tabs do not show it.

Under it is a button showing the dates the page covers, for example "4 to 11 Oct". It opens on the last 30 days.

1. Click the button. A list headed Show reports for opens.
2. Pick Today, Yesterday, This week, Last week, This month or Last month. Each one shows its dates beside it. This week and this month run up to today.
3. For any other dates, click Choose dates, set From and To, then click Apply.

The list closes and every card reloads with your new dates. The button then names your choice, for example "This month, 1 to 11 Oct". Your client directory uses the same dates, so you only set them once.

Beside the dates, Showing picks your whole venue or one calendar, and Compare with sets what the main tiles are measured against: the Previous period (this week so far against the same days last week, and so on) or the Same dates last year. Each tile then shows the change in a small badge, green when it is better and red when it is worse.

Tip: if you work with another business at Work as one team, or you are in a venue collective, Showing also lists each business and Everyone together (in a collective, {collective} (all venues)). Their bookings, booked value and clients show up there. Their takings and sales never do.

Step 2: Read each card

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

• Key measures: Utilisation (how much of your working time was booked), Rebooking rate (how many clients left with their next booking), Average visit value and What no-shows cost. Each shows its change against the earlier period, and each has its definition underneath. These are the figures to check every week.
• Busiest times: a weekday-by-hour grid of how full each hour was. Use it to spot quiet hours worth filling, or busy ones worth another pair of hands.
• Appointment activity: Appointments created counts the bookings made in your dates, each on the day it was made. It is the same count as the New bookings tab in step 4, so a visit with several services counts once. A booking still waiting for a deposit or card shows underneath as waiting for payment, and joins the count once it is paid. Client places booked counts each person, so a group of three counts as three. Clients seen (arrived / completed) is how many of those people have arrived, started or finished so far. Two charts sit below: How they booked (when created), split the same way as New bookings, 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: each person's figures now live on the Team tab, which has a row per calendar with booked value, visits, utilisation, rebooking, first-visit retention, average visit value and no-show rate. This card keeps 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: of the appointments due in your dates, the share where the client did not turn up, by the date of the appointment. It shows as an Overall figure with a trend line underneath, and matches the no-show rate on Appointment performance. A visit with several services counts once, and walk-ins are not counted.
• Cancellation rate: five tiles, Appointments created, Client-initiated, Team-initiated, Cancellation rate and Auto (unpaid). The rate is the share of the appointments made in your dates that have since been cancelled. Client-initiated means the client cancelled it themselves. Team-initiated means someone on your team did, including when a client phoned to cancel. Auto (unpaid) counts bookings cancelled on their own because a required deposit or card did not come through in time. The client never finished booking, so these are not in the rate. The rate tile changes colour above 10%, a nudge to look at your deposit or reminder settings.
• Payments & deposits (called Deposits by booking date if you take payments with Checkout): 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. It compares with your own saved reference period. 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: Count the bookings you took, on the New bookings tab

Click New bookings at the top right. This tab counts how many bookings you took, each on the day it was made, whatever date it is for. A booking made today for next month counts today.

1. Pick a range with the chips: Today, Yesterday, This week, Last week, This month, Last month, 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 tiles: New bookings is the total, then how they came in. Online means your client booked themselves, By your team means someone on your team added it (by phone, in person or from a message), and Walk-ins counts clients your team booked in as they arrived. A fifth tile, By a linked venue, appears only once a linked venue has booked on your calendars.

A visit with several services counts once, on the day its first service was booked. A recurring class reservation counts once too, when it was first booked. Cancelled bookings still count, because you took them, and the New bookings tile says how many have since been cancelled.

Three things are left out: bookings brought in with an import, a booking moved here from another venue in your collective (it already counted where it was made), and bookings cancelled automatically because a deposit or card never came through. A booking still waiting for a deposit or card is not counted yet either. An amber note says how many are waiting, and each one counts once it is paid, or once your team accepts it unpaid.

This week and this month run up to today, because nothing can be booked in the future.

For the same dates, this is the same number as Appointments created on Overview.

Export CSV downloads the table exactly as you set it up, with a column for each channel, then New bookings, Since cancelled and Waiting for payment.

Tip: your Home page shows the same count in its New bookings card, for today, this week (from Monday) and this month.

Step 5: See what is on the diary, on the Revenue tab

Click Revenue at the top right, or Booked value if you take payments with Checkout. This tab is not about what has been paid, it is about what is booked: the value of every booking on the diary that has not been cancelled, added up by day and split by calendar. Classes, events and resource bookings count too, each on the calendar it appears on in your diary: a class on its instructor's calendar, an event on its calendar, and a room on the calendar it is shown on.

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 three tiles, 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. If any bookings carry no price at all, an amber note says how many and what they are, because those add nothing to the totals.

When you show a linked business, Everyone together or {collective} (all venues) in Showing, or your venue is in a collective, a Venue table appears above the chart giving each venue its own row, with its Booked revenue and how many bookings that is. In a venue collective there is an extra column, Through and the collective's name, showing the part of that venue's figure booked on the collective's shared page. Every venue in a collective sees every venue's figures this way.

Export CSV downloads the table exactly as you set it up, with the venue breakdown underneath when there is one.

Step 6: Check the Clients tab

Click the Clients tab, the last one at the top right of the page. It has the same range button as Overview and shares its dates, so whatever you set there carries over.

Four tiles come first:

• 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.

Under them, Rebooking rate and First-visit retention (of new clients whose first visit was 90 days before your dates, how many came back within 90 days). Show the {number} who have not come back lists the first-timers who have not returned, so you can get in touch.

Tip: set the range to last month and Compare with to Previous period. A green badge on New means your booking page is working. A green badge on Returning means your chair time is working.

Below the tiles sits the Client directory, with the dates under its name and 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 asks three things and gives you one file.

1. What to export: Appointments, Clients or Services.
2. Which dates: All time, This month, Last month, This year, Last year or Custom dates, which gives you a From and a To box. These dates are its own, separate from the range button at the top of the page.
3. File type: CSV, Excel spreadsheet or PDF.

Before you download, the page counts what your choices cover, for example "142 appointments in these dates". If there is nothing in the range it says so and the button greys out. Files are built there and then, so nothing is out of date, and times in them read in your venue's own time zone.

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
New bookings and Appointments created give different numbers	The two tabs keep separate dates: Overview follows the range button at its top, and New bookings has its own	Set the same dates on both. They count the same way, so the numbers then match
Clients seen (arrived / completed) is much lower than Client places booked	Many bookings made in your dates are for later dates that have not happened yet	Pick dates that ended a while ago, or check the no-show rate on Appointment performance
The numbers look too low	The range opens on the last 30 days	Click the range button and pick a longer range, such as This month, or use Choose dates
SMS segments this period is missing	It shows on Overview only	Click the Overview tab
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