Team performance: takings, rebooking and retention by stylist

Reports → Team performance puts everyone's numbers side by side for the dates you choose: takings, clients, rebooking, retention, average spend, retail and how busy they were, each next to the period before, with their targets. It needs "See reports for the whole salon" (owners and managers to start with). Each team member sees their own numbers on My performance.

#Reading the Team performance table

By team member on Team performance has a row for each person with appointments, sales or rostered hours in the dates or the period before, or targets for them. Someone who has left the team shows as Former. The columns come in three groups:

Under each figure is the change from the period before (hover to see the earlier figure). Choose a column heading to sort by it, and choose a person to open their numbers and targets on their own.

The Whole salon row at the bottom counts an appointment or client shared by two people once, and its retention counts clients coming back to anyone. It also includes sales that weren't put through under anyone, so its takings can be more than everyone's added up.

For choosing dates and how the comparison period is picked, see Reports: an overview.

#How each Team performance figure is worked out

How these numbers are worked out, at the bottom of Team performance, explains these too. The same figures show on My performance.

#Service and retail takings on Team performance

Services (service takings) are the services someone did, at the price charged after any discount on that service, before any discount off the whole sale, and with tax if your prices include it. Retail is the products sold under their name, worked out the same way, and Total is the two together. Takings follow whoever each item was put through under at checkout, count on the day of the sale, and leave out voided sales. They're the same figures as the Overview's By team member table. Pay works takings out differently (after all discounts, without tax): see why numbers differ between reports.

#Tips on Team performance

Tips are tips given to someone at checkout. They're never in takings.

#Visits and clients seen on Team performance

Visits are the appointments someone worked on in the dates (ones still to come in the dates included), not counting cancellations and no-shows. An appointment two people worked on is a visit for each of them. Clients (clients seen) is how many different clients they looked after: walk-ins without a client record aren't counted.

#New clients on Team performance

New (new clients) counts clients whose first visit ever to the salon falls in the dates. Each one counts for whoever looked after them on that visit. Visits brought across from your old booking system count as earlier visits, so a long-standing client isn't new.

#Average spend on Team performance

Avg spend (average spend) is what a client spent with someone per visit: their services plus any products they sold on that sale, averaged over the sales that included one of their services. Tips and gift vouchers aren't in it. Under it is how many paid visits it's over. For the whole salon, it's the services and products on each sale that had a service.

#Rebooking rate on Team performance

Rebooked (rebooking rate) is the share of someone's completed visits where the client left with their next appointment already booked. It looks at completed (checked-out) visits with a client record. A visit counts as rebooked when, by the end of that day, the client had another appointment on a later day with anyone in the salon, whether it was booked at the desk that day or weeks before. An appointment cancelled before the end of the visit day doesn't count; one cancelled later still does, because the client left with it booked. Visits brought across from your old booking system are left out, since there's no telling when their next booking was made.

This is stricter than Next visit booked on the Overview, which counts a client seen in the dates who has any later appointment, whenever it was booked (for past dates, even one booked after them).

#Retention on Team performance

Retention takes the clients someone saw in the comparison period and counts how many came back to them in these dates. For the whole salon, coming back to anyone counts. Short periods give low numbers, because most clients don't come every week: retention is most useful a month or more at a time.

#Retail attachment on Team performance

Retail attach (retail attachment) is the share of sales with one of someone's services that also had a product on them, whoever sold the product.

#Utilisation on Team performance

Utilisation is booked chair time as a share of rostered time. Booked time leaves out processing time, when the stylist is free. Rostered time is their weekly roster with any one-day changes, for people with a calendar column who are still on the team. It's the same as Occupancy on the Overview. Open someone to see their hours booked and rostered.

#No-shows and cancellations on Team performance

No-shows are someone's appointments marked as a no-show, and Cancelled their appointments that were cancelled, by the client or the salon. Fewer is better, so a rise shows in red. Booking requests that were declined, withdrawn or not answered were never bookings, so they aren't counted.

#Seeing one team member's numbers

Choose someone in the Team performance table to open their numbers on their own: every figure with its change from the period before, how it was worked out ("12 of 30 completed visits"), and their targets when you're looking at a month or a week. It's what they see on My performance, without their pay.

#Targets on Team performance

When the dates are a month (or a week, if your targets are weekly), Team performance shows Targets for October 2026: each person's progress against their targets, and a Team total for takings and new clients. For any other dates it says which to choose. Set targets at the top opens the targets for the month or week on screen. See setting targets for your team.

#Downloading Team performance

Export CSV on Team performance downloads every figure for each person and the whole salon, each next to the period before ("– before"), with their targets when you're looking at a month or week. Money is in dollars, rates in percent.

#Common questions

#Why is retention so low?

Retention compares two periods of the same length. A week compared with the week before misses everyone who comes every six weeks. Look at a month, or a few months with Custom, and compare like with like.

#Why is someone's rebooking rate lower than Next visit booked on the Overview?

The rebooking rate only counts clients who left with their next visit booked that day. Next visit booked also counts clients who booked later, or have been back since. See four ways of measuring clients coming back.

#Why doesn't someone's service takings match their pay?

Team performance shows takings before any discount off the whole sale, with tax if your prices include it, and leaves out voided sales. Pay works on what the client paid without tax, and takes voided sales back in the dates they were voided.

#Who gets the takings when two people work on one client?

Whoever each service or product was put through under at checkout. Choose the right team member on each line before you finish the sale.

#Why is a team member missing from the table?

They had no appointments, sales or rostered hours in the dates or the period before, and no targets. Check their roster, or choose longer dates.