Guest Retention by Location
Guest Retention by Location shows how well each Lash Lounge location keeps its guests, month by month: one row per location with the existing guests and new guests the salon saw in each calendar month and how many of them came back, a totals line, and a Systemwide block with Retention %, Lost and Lost % across the locations shown.
It is the salon-wide Retention % from the Salon Health Retention card, applied to every location at once and split by month. Run it for one calendar month and a location's counts are the ones its own Retention card gives for the same dates.
It covers The Lash Lounge only. Bishops and Frenchies locations aren't included.
Find it in Draft Reports; click Generate on its card. Its numbers are still being validated; double-check figures before sharing them outside your team.
Running the report
Pick a start and end date (it opens on the last twelve complete months), set the Retention look-back if you want something other than 90 days, tick the Locations you want (all of them by default), and click Run Report.
Which months you see
Retention can only be judged once guests have had time to come back, so the report follows the same rule as Revenue by Employee: the months you see are the look-back's worth of days before the dates you pick. With the standard 90 days, picking October 2025 through September 2026 shows July 2025 through June 2026.
- Pick whole months and you see whole months. Pick a start or end in the middle of a month and that month shows only the days it covers, with the day span under the month name.
- Every month shown is one whose guests have all had the full look-back to come back. Nothing is measured on guests who haven't.
- A line above the Systemwide block states the dates that were measured and the look-back used, and says when the measured dates were squared up to whole months.
Retention look-back
The Retention look-back box is set to 90 days. Type a different number (0 to 365) and click Run Report to look at a more recent or an older group of guests:
- A smaller number looks at more recent guests. They have had less time to come back, so the figures read lower. Compare a run with another run at the same number, not with the 90-day figures.
- A larger number looks at guests from further back, who have had longer to return.
- 0 measures the guests seen in the selected dates themselves.
A CSV downloaded at anything other than 90 days carries the number in its file name.
Columns
Every month group has the same four columns.
| Column | What it shows |
|---|---|
| Franchise ID | The location's franchise ID. |
| Location | The salon name. |
| FBC | The franchise business coach assigned to the location. |
| Owner | The franchise owner of record. |
| Existing Guests | Guests the location saw in the month who had visited it before. |
| Existing Returned | How many of those have since come back to the location, or have a future appointment on the books. |
| New Guests | Guests the location saw in the month on their first visit ever to that location. |
| New Returned | How many of those have since come back, or have a future appointment on the books. |
The Total line under the grid adds each column across the locations shown.
The Systemwide block
Above the grid, one column per month across the locations shown:
| Line | What it shows |
|---|---|
| Existing Guests / Existing Returned | The totals from the grid. |
| Existing Retention % | Existing Returned ÷ Existing Guests. |
| Existing Lost / Existing Lost % | Existing guests who have not come back, and their share. |
| New Guests / New Returned / New Retention % / New Lost / New Lost % | The same five figures for new guests. |
| All Guests / All Returned / Retention % / Lost / Lost % | Existing and new together. |
A share with no guests behind it shows —, never 0%.
How a guest is counted
The rule is the Salon Health card's, in full on the Retention % page:
- Each guest counts once per month, judged at their first attended visit in it. Cancellations and no-shows don't count, as the visit or as the return.
- New means new to the location: that first visit in the month was the guest's first visit ever there. A salon regular seeing a new stylist is an existing guest.
- Returned means the guest has had any later attended visit at the location, with any stylist, or has a future appointment there on the books. There is no deadline: a guest who comes back eight months later still counts, so an older month's figures can rise a little over time as late returners arrive.
- Returns to a different Lash Lounge location don't count.
Mindbody's default retention report counts a return to any staff member within 60 days, and nothing after. This report counts a return at any time, plus future bookings, and measures the guests seen a look-back's worth of days before your dates. The two will not match; see comparing with your booking system for the full list of rules.
Download
The CSV holds the grid with its Total line, then the Systemwide block below it, with each month's day span in the column headings.
Notes
- A location is listed when it is open today or saw guests inside the window, the same rule as Roll Up Sales. An open location with no guests in a month shows zeros for that month; a closed location appears only in windows it was still seeing guests.
- Every location over a long date range is a big run. If the report asks you to narrow it, pick fewer locations or a shorter range.
Platform admins only, like everything in Draft Reports.