Three deep dives sit at the bottom of the tab: Pet Demographics Deep Dive, Customer Radar and Customer Performance.
Review your customer base
Do this to see how your customer base moved over a period.
Open Reporting & Intelligence and choose Customers.
Choose the period in the date range picker at the top of the page.
Read the key metrics, then Customer Acquisition and Quick Stats.
Key metrics
The four figures are counted day by day and added up over the period, so a customer who visits every week counts once for each visit. Under Customer Visits, Accounts Created and Pet Visits a second line counts each customer or pet once over the whole period, across every location in view: different customers, first visits and returning, and different pets.
A first visit is a customer whose first finished visit ever is in the period. A returning customer finished a visit before it. Finished means completed, ready to pay, paid, payment declined, refunded or voided.
Metric | What it shows |
Customer Visits | Customers with a booking on each day, added up over the period. Cancelled bookings and declined requests are left out |
Accounts Created | Customer accounts created in the period, including imported clients and drafts. It does not mean a first visit |
Avg Earned Value | Earned value of the period's appointments (completed, ready to pay, paid, payment declined or refunded) divided by customer visits |
Pet Visits | Pets with a booking on each day, added up over the period. Cancelled bookings and declined requests are left out |
On a narrow screen the same four read Customer Visits, Accounts Created, Avg Earned Value and Pet Visits.
Customer Acquisition
A dual area chart with two data series:
Customer visits (blue): customers with a booking on each day
Accounts created (dark slate): customer accounts created on each day
An import or migration creates every client on the day it runs, so that day shows a spike in accounts created. When comparison is on, a dashed grey line overlays accounts created in prior periods. When forecast is on, a dashed green line extends the accounts created projection forward. Dotted vertical lines with background tints separate the two.
Quick Stats
A side card with at-a-glance numbers: Accounts Created / Day, Avg Customers / Day, Pets / Customer Visit, Avg Earned Value / Visit and Pet Visits. With a team or service filter on, it carries an All team · all services badge because filters do not apply to it.
Insight cards
The Customers tab shows the Customer Acquisition Pace insight card: it compares accounts created in the first and second halves of the period and projects the month at the current daily rate. It appears when there is enough data for a meaningful projection.
Retention, returning revenue share, client growth rate and the multi-pet estimate are not shown as insight cards on this tab. The count of multi-pet households is in the Pet Demographics Deep Dive.
Find customers who are overdue
Do this to see which regular customers have gone past their usual gap between visits.
Open Reporting & Intelligence and choose Customers.
At the bottom of the tab, select Analyse on Customer Performance.
Choose 30 days, 60 days, 90 days or 6 months, or set From and To yourself.
Select Run Performance Analysis.
Read Customers Analysed, Avg Cadence, Avg Spend and At Risk. Avg Spend counts earned appointments at their service and add-on value (fees left out), plus package redemptions and package purchases in the range.
Select View At Risk to open At Risk Customers. The button shows how many there are.
Optional: to take the list with you, select CSV or PDF.
Petboost works out each customer's own usual gap from all their finished visits up to the end of the range, not only those inside it, projects when the next one was due, and lists the customers whose date has passed before the end of the range (or today, if sooner), longest overdue first. Cancelled, declined and upcoming bookings are left out. The range decides which customers are in the report and what counts as their spend, so a customer needs a booking in the range to appear.
Customer Radar, beside it, works the same way: select Analyse, then Run Customer Radar. It sorts customers into Best Customers, Problem Customers and Rollercoaster Customers from their earned revenue, cancellation rate and no-shows:
Earned revenue counts Completed, Ready to pay, Paid, Payment declined and refunded appointments at their service and add-on value, fees left out.
Cancellation rate is cancellations and no-shows divided by earned visits, cancellations and no-shows. A request you declined never counts against a customer.
Card payments that were declined are shown on their own on the Problem card.
If the figures cannot be loaded, either deep dive says so and offers Choose another range. Segmenting by service, category or package reloads the customers with a matching booking in the range; each customer's usual gap and last visit stay those of their whole history.
Pet Demographics Deep Dive
The Pet Demographics Deep Dive is a live view of every active pet today, not limited to the date range. Archived pets are left out. Pets on draft accounts (never booked) are listed on their own and left out of every total and rate. It computes:
Breed distribution: the top 10 breeds by count, as a horizontal bar chart
Animal type breakdown: dogs, cats and other animal types, as progress bars with percentages
Dog age distribution: dogs in age groups, each colour-coded with a progress bar: Under 1 year, Junior (1 to 3 years), Adult (3 to 7 years), Senior (7+ years) and Unknown. Other animals age differently, so they are counted apart
Multi-pet households: how many owners have two or more active pets
Card-on-file rate: the percentage of owners with a saved payment card, with the count of owners with and without cards
Instagram handles: the count of pets with Instagram usernames saved
Draft accounts: pets on accounts that never completed their first booking
Doodle crosses: within puppies, crosses such as Cavoodles, Labradoodles and Cockapoos, matched on the breed name. A pure Poodle is not a doodle
Run the pet demographics analysis
Open Reporting & Intelligence and choose Customers.
At the bottom of the tab, select Deep Dive on Pet Demographics Deep Dive.
Select Run Pet Analysis.
Results persist across tab switches. The deep dive card also has an email button that sends a formatted summary of the analysis.
Key metrics in the deep dive
Metric | What it shows |
Total Pets | Active pets, draft accounts left out |
Unique Breeds | Number of distinct breed varieties |
Pets per Owner | Average number of pets per customer |
Card on File | Percentage of owners with a saved payment card |
Insight cards in the deep dive
The Pet Demographics Deep Dive generates up to eight targeted insight cards, named here as How is this calculated? names them:
Senior Pet Portfolio: counts dogs aged 7+ and suggests a senior service variant. View Senior Pets opens a list of every senior dog, each with a mail icon that opens a personalised senior pet care email in your email app.
Puppy Pipeline: counts dogs, and pets with no animal type recorded, under 1 year old, picks out doodle crosses and suggests a puppy introduction package. View Puppies comes with puppy welcome emails.
Animal Type Niche: when you have three or more non-dog pets, highlights them as a competitive advantage, naming the most common non-dog type. Includes a View action named for that type, such as View Cat Pets.
Top Breeds: your top three breeds and their combined share of your pet database, with a suggestion of breed-specific packages.
Multi-Pet Households: counts owners with two or more active pets and suggests booking the household together. View Multi-Pet Owners comes with multi-pet offer emails.
Card-on-File Gap: how many owners have no saved card and so pay by hand at every visit, with ideas for increasing card coverage. View Without Card comes with card-on-file emails. At 80% coverage or above, it turns into a positive insight named Card-on-File Rate.
Instagram Opportunity: pets with Instagram handles, with a "Pet of the Week" idea you could run on social media. Includes View Pets with Instagram.
Draft Account Follow-Up: counts pets on accounts that never completed their first booking. View Draft Accounts comes with follow-up emails.
Lists behind the insight cards
Each insight card with a View action opens a dialog listing the pets or owners it refers to. Each item includes:
The pet name and breed
A relevant badge, such as the age, Puppy, Draft or the number of pets
A link to the pet's profile page
A mail icon, where it applies, that opens a pre-written, personalised email in your email app for you to review and send
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