Repeat and Lost Customers
It costs far less to keep a customer than to find a new one. These reports show you who keeps coming back and who has stopped coming — so you can thank the first group and win back the second.
From every one of these reports you can tick customers and send them a message straight away — see Sending SMS and WhatsApp.
Repeat Customer
How to open it: Customers › Repeat Customer
Pick a Date From and Date To, then click Refresh.
Repeat Service Based / Repeat Product Based
Which customers bought which service (or product), and how often, in the selected dates.
| Column | Meaning |
|---|---|
| Store, First Name, Last Name, Phone Number | The customer |
| Item Name, Category, Sub Category | The service or product |
| Total Number | How many times they took it |
| Last Visit | When they last took it |
| Total Revenue | What they spent on it |
| Membership | Any membership they hold |
💡 Filter by a service — say Hair Colour — to find customers who might be due for their next colour appointment.
Repeat Bill Based
📺 Watch: Repeat Bill Based
Every customer billed in the selected dates, with their Number Of Visits and Total Revenue, most frequent visitors first. Click Details to see what they bought.
🔑 If Repeat Customer Data Export is switched on for your account, you'll see Mail Repeat Customer Data, which emails the list to your registered email address.
Lost Customer
📺 Watch: Lost Customers
How to open it: Customers › Lost Customer
A lost customer is someone who hasn't visited since a date you choose (the "cutoff"). Pick a month and year — by default, three months ago — and the report lists everyone whose last visit was before the first day of that month.
Lost Customer Service Based / Product Based
Choose a service (or product) to see customers who used to take it and haven't been back. These two reports go further and help you decide who to call first:
| Column | Meaning |
|---|---|
| First Visit / Last Visit | When they first and last came |
| Total Visits | How many times they've been |
| Customer Lifespan (Days) | Days between their first and last visit — how long they've been with you |
| Avg Days Between Visits | How often they used to come |
| Last Service(s) / Last Product(s) | What they had on their last visit |
| Lost Type (services) | What their last visit was for — a normal Bill, a Package service, or a Membership Wallet redemption |
| Days Since Last Visit / Days Since Cutoff | How long they've been away |
| Customer Value | How valuable they were, based on visits (see below) |
| Risk Category | How urgent it is to reach out (see below) |
| Win-Back Priority | A score from 0 to 100 combining value and time away. Higher = call them first |
| Expected Return | When they'd normally have come back, based on their past visits |
Customer Value
| Label | Visits |
|---|---|
| VIP | 20 or more |
| High Value | 10 – 19 |
| Medium Value | 5 – 9 |
| Regular | 2 – 4 |
| New | 1 |
Risk Category
| Label | Days away |
|---|---|
| Critical – Lost | 180 or more |
| High Risk | 120 – 179 |
| Medium Risk | 90 – 119 |
| Low Risk | 60 – 89 |
💡 Sort by Win-Back Priority and start at the top. A personal message with a small offer to a VIP who's been away for 4 months works wonders.
Lost Customer Bill Based
Choose the cutoff month and year, then Refresh. You'll see every customer who hasn't been billed since then, with their Total Revenue, Number Of Visits and Number Of Days Since Last Visit — biggest spenders first.
🔑 If Lost Customer Data Export is switched on for your account, you'll see Mail Lost Customer Data, which emails the list to your registered email address.