Booking analytics

Related docs: Bookings | Sessions | Services | Financial analytics

Four figures to watch first

1. Bookings: how many parties came or were expected and did not
2. Attendance rate: how often customers turn up for what they booked
3. No-shows: the bookings nobody came for
4. Sessions: how many group sessions you ran

Together they show how full your diary is and how much of it turns into real visits. The charts below show each one over time.

Choosing the period

Pick the last 1, 3, 6 or 12 months at the top, and whether the charts group by day, week or month. The choices on offer suit the range. Bookings count in the period they start, on your location's calendar.

Each location has its own booking analytics. They need a plan that includes Bookings. A period with no bookings of any status and no sessions says so; try a longer range to look further back. A period holding only cancelled or pending bookings still shows the figures and the charts, so you can see them under Bookings by status.

If the figures cannot be loaded, the page says so and offers to try again, rather than leaving older figures on screen.

Booking overview

The card at the top of the page sums the whole period:

• Bookings: bookings where the customer turned up or was marked as a no-show. Each party counts once, whatever its size. A booking still to come is left out until the party arrives or the booking ends
• Attended: the parties that turned up
• No-shows: the parties marked as a no-show
• Attendance rate: attended, as a share of attended and no-shows together
• Sessions: the group sessions that took place

Cancelled bookings are not in these figures. A cancellation gives the place back before the day, so it is neither a visit nor a no-show.

Bookings

The bookings that turned up or were marked as a no-show, over time.

Use it to:

• See how busy the location is from one period to the next
• Spot your quiet days, weeks or months, and your seasonal peaks
• Check whether a promotion or a new service brought more visits

Turnout

The bookings that turned up against those marked as a no-show, side by side over time.

Use it to:

• See whether no-shows are growing
• Compare periods where no-shows cluster, such as early mornings or the start of a holiday

Bookings by status

Every booking that starts in the period, counted under the status it holds now: Pending, Confirmed, Arrived, Started, Cancelled, Completed, No-show. Cancelled bookings are included here, so this is your whole book rather than only the bookings attendance is measured on.

Use it to:

• See how many bookings are cancelled compared with those that go ahead
• Find bookings still waiting for you to confirm them
• Catch bookings that have ended but were never marked as completed or a no-show

Attendance rate

The share of bookings where the customer turned up, for each period.

Only bookings that have already ended count towards it, because until a booking ends nobody has turned up or failed to. That is why it can differ from the figures in the overview, which cover the whole period. A period with nothing ended yet shows no rate rather than zero.

Use it to:

• Follow whether customers are turning up more reliably
• See whether a change, such as taking a deposit, made a difference

Acting on what you see

Cutting no-shows

If the attendance rate is falling or no-shows are growing:

• Take a Deposit on the services that suffer most. See Services
• Set a No-show fee and a Late cancellation fee, so a missed booking still pays for the time
• Make sure customers have their reminder: Paydough emails one within 24 hours of each confirmed booking
• Mark no-shows as they happen, so the figures stay true

Filling quiet periods

If bookings dip at certain times:

• Run sessions in the quiet slots, or move staff to where the demand is
• Sell packages or memberships that bring customers back regularly
• Share your storefront link where your customers already are. See Online booking

Keeping the book tidy

If Bookings by status shows a lot still pending or confirmed after they ended:

• Confirm pending bookings promptly, or they lapse
• Mark arrivals, completions and no-shows on the day. Bookings still confirmed when they end are completed for you, so a missed no-show reads as a visit

Planning ahead

• Compare the same months year on year to plan staff and opening hours
• Use Financial analytics beside this page to see what the busy periods earned