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Square Appointments Reporting

With Square Appointments Plus, you have access to Appointments Reporting, which includes the Team Performance report. 

The Team Performance Report allows you to: 

  • Measure your team member or business performance, whether you manage a team or you’re a sole proprietor.

  • See real-time performance metrics for retention and pre-booking, based on appointments data (not based on sales).


The Team Performance report includes two metrics: client retention and pre-booking. Both metrics look only at appointment visits which are defined as appointments that are not canceled or marked as “no-show.”

Square Appointments_Team Performance Report

The maximum date range for this report is one year. Recurring appointments are not yet fully supported in metric calculations and are only included in calculations once they are paid or edited (rescheduled or service/team member change).

Client Retention

Client retention is a ratio defined as the number of returning clients divided by the number of total clients. A return client is defined as a client that visited within a year before the date range. Total clients is the number of clients that had a visit in a date range.

For example, assume:

  1. The date range is set to Jan 1, 2022 - March 31, 2022.

  2. Only one client had appointments during that date range.

Example Client rate Calculation Explanation
Client came in for their first appointment visit in December 2021 and for a second appointment in March 2022 100% 1 returning client divided by 1 total client The client is considered a returning client within the date range
Client came in for their first appointment visit in January 2021 and for a second appointment in March 2022 0% 0 returning clients divided by 1 total client The client is considered a new client within the date range because they did not visit within a year before the date range
Client came in for their first appointment visit in January 2019 and for a second appointment in March 2022 0% 0 returning clients divided by 1 total client The client is considered a new client within the date range because they did not visit within a year before the date range

Pre-booking 

Pre-booking is a ratio defined as the number of visits when the client pre-booked divided by their total number of visits. To qualify as a pre-booking, a client must book at least one future appointment within 24 hours of their current appointment end time. 

Pre-booking helps you measure whether you or your staff successfully secure a future appointment with the client at a current appointment. If the future appointment booked is canceled or marked as no-show, the current appointment will no longer count as pre-booked since that future appointment is no longer secured.

If there were previously booked future appointments, the current appointment does not count as pre-booked. A future appointment must be booked within the time range described above.

For example, assume:

  1. The date range is set to Jan 1, 2022 - March 31, 2022.

  2. Only one client had appointments that year.

  3. The client came in for an appointment visit on January 1, 2022.

  4. At the January 1 appointment, the client pre-books their next appointment for April 2022.

Exemple Taux de réservations par anticipation Calcul Explication
Le client n’avait aucune autre action à accomplir. 100 % 1 visite avec réservation par anticipation divisée par 1 visite au total Le client a réservé par anticipation lors de son rendez-vous du 1er janvier
Le client a un autre rendez-vous le 15 janvier 2022 et ne prend pas de réservation par anticipation lors de son rendez-vous du 15 janvier. 50 % 1 visite avec réservation par anticipation divisée par 2 visites au total Le client a pris une réservation par anticipation lors du rendez-vous du 1er janvier, mais n’a pas réservé lors du rendez-vous du 15 janvier.
Avant sa visite en janvier, le client avait déjà un rendez-vous réservé pour le mois de mai 2022. 100 % 1 visite avec uen réservation par anticipation divisée par 1 visite au total Le rendez-vous en mai réservé précédemment n’est pas considéré comme une réservation par anticipation puisqu’il n’a pas été réservé dans la plage de temps de 24 heures.
Avant sa visite en janvier, le client avait déjà un rendez-vous mensuel récurrent prévu le 15 de chaque mois à partir d’avril 2022. 100 % 1 visite avec réservation par anticipation divisée par 1 visite au total Les rendez-vous récurrents réservés précédemment ne sont pas considérés comme une réservation par anticipation puisqu’ils n’ont pas été réservés dans la plage de temps de 24 heures.
Le client a annulé son rendez-vous d’avril 2022 ou ne s’est pas présenté. 0 % 0 visite avec réservation par anticipation divisée par 1 visite au total Le prochain rendez-vous a été annulé; par conséquent, il n’y a donc plus de réservation par anticipation


Filters

Use the date range, location, team member, or service filters to adjust your report for specific metrics.

Use the display by service or by team member drop-down option to easily compare metrics across all services or all team members in one table. 

You can see the following columns in the table:

  • Client retention

  • Total clients

  • Pre-booking 

  • Total appointments

Square Appointments Reports_Display by Team Member Example

Note: When filtering by location, team member, or service, metrics will calculate based only on appointments that match those filters. Display by service or team member will not show rows for services or team members when there are no appointments that match the selected service or team filter.

Permissions

By default, each team member can view their own metrics. When a new team member is created, they will also be able to view their own metrics. For team members to have visibility into all team members’ metrics, you will need to edit their permissions. To do so:

1. Go to Team > Permissions in your Square Dashboard.

2. Select Edit Permissions.

3. Select Reports and check the boxes for View Appointment Reports and View all team member’s reporting.

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