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).

• Review schedule utilization, which compares your staff’s total booked hours to their scheduled working hours.

The team performance report includes three metrics: client retention, pre-booking, and schedule utilization. These metrics look only at appointment visits which are defined as appointments that are not canceled or marked as “no-show.”

To access your team performance report:

1. From your online Square Dashboard, click Reports.

2. Within the Appointments reports tab, select Team performance. 

3. Filter by date range, location, team member, or service to view overall metrics.

4. Select See details next to Client retention, Pre-booking, or Schedule utilization percentages to see additional staff metrics and reporting details.

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.

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.

Schedule Utilization

The third metric on your team performance dashboard is schedule utilization, which is the percentage of total working hours (total available hours) for your staff that are booked by clients (booked hours). This reporting metric helps determine if you are over- or understaffing your business as well as gauge staff performance. 

• Total booked hours: This is the total number of hours a staff member is booked for a service over the desired time range in your reporting filter. This metric does not include canceled appointments, no-show appointments, unaccepted appointments, or class bookings. However, unpaid and rescheduled appointments are included and count towards a staff member’s utilization.

• Total available hours: This is the total number of bookable hours for your business, determined by the sum of your staff’s current recurring schedule along with any one-time changes made during your chosen reporting period. Business hours, personal events, and previous versions of a staff member’s recurring schedule are not included in total available hours.

If you are looking at a staff utilization report for a location with multiple staff members, your report will adjust to indicate whether a staff member started in the middle of a reporting period. 

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

• Schedule utilization

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.

Category Rollups

Square Appointments Plus and Premium users can create a Category rollup to group, filter, and view the sales for multiple item categories at once. You can apply category rollup filters on your Category Sales and Item Sales reports. When you display by rollup, you will see the total service sales versus total retail sales.

To create a category rollup:

1. Log in to your Square Dashboard and click Reporting > Reports > Category Sales.

2. Click Rollups.

3. Select the item categories you want to group. 

4. Click Create a Category Rollup.

Category rollups do not affect your item layout or menu display on the Square Appointments Point of Sale app and are for reporting purposes only.

Learn more about how to create-and-manage-items-online.