Table of Contents
How to Access the Enrollment/Retention Dashboard
Locate the Reports section in the top navigation toolbar. Click Reports, hover over Insights Hub, and select Enrollment and Retention. This dashboard surfaces key metrics that help you monitor inquiry activity, appointment conversions, and customer retention.
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Overview
The Enrollment and Retention Dashboard gives you a high-level look at your practice’s inquiries, conversions, and returning customers. Use this dashboard to understand how effectively you are attracting new leads, booking appointments, and retaining clients over time.
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Using the Dashboard
Dashboard Controls and Navigation
At the top of the Accounting Dashboard, you’ll find global controls that apply to the entire report.
Use the Filter (funnel) icon to filter the dashboard by:
Location
Date range
Select the up arrow icon to export the full dashboard as a PowerPoint or PDF, making it easy to share financial insights with owners, managers, or accounting teams.
Review the last updated date and time to confirm when the dashboard was most recently refreshed. Accounting dashboards update automatically every few hours.
Widget-Level Filtering, Exporting, and Drill-Down
Each widget includes its own interaction options:
Expand arrow to open the widget view
Funnel icon for widget-level filtering
Table icon to display data in table format
Ellipsis menu for export options
Individual widgets can be exported as CSV, Print, PowerPoint, or Excel. You can also click directly on metrics within widgets to drill down by location or employee, helping trace financial activity back to its source.
Year-Over-Year Comparisons
Some widgets display a percentage with an upward or downward arrow. These indicators represent year-over-year comparisons that dynamically adjust based on the selected date range. For example, filtering to the current month compares results to the same month last year.
More information on how to use the dashboard controls:
Section-Specific Metric Overview
Customer and Inquiry Metrics
At the top of the dashboard, Number of Customers represents the count of customers who were added, booked an appointment, or made a purchase within the selected time frame.
New Inquiries represent clients who were added to the system but did not book an appointment during the selected period.
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Appointment and Consultation Metrics
The Consultations widget shows how many consultations were booked during the selected time frame. An appointment is considered a consultation when the Consultation box is checked under the service type.
Additional appointment metrics include:
The total number of appointments scheduled within the selected time frame
The number of first-time appointments scheduled during that same period
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New vs. Existing Customer Mix
The New vs. Existing Customer Mix widget shows how appointment volume is split between:
New customers — clients attending their first appointment
Existing customers — clients who have completed more than one appointment
This widget helps determine whether growth is driven by new acquisition or returning clients.
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New Customers by Service Type
The New Customers by Service Type widget displays which services new customers are booking during the selected time frame. Note that the service shown reflects the Service ID, not a grouped service category.
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Inquiry Conversion Over Time
The Inquiry to Appointment Over Time and Inquiry to Consultation Over Time widgets track how inquiries convert into scheduled visits or consultations over time, helping you evaluate conversion effectiveness.
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Appointment Completion and Visit Frequency
Percentage of Appointments Complete is calculated by dividing appointments checked out by appointments scheduled.
Average Number of Appointments per Customer shows overall visit frequency during the selected time frame.
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No-Shows, Cancellations, and Retention
Additional widgets track:
No-show rate
Average days between appointments
Cancellation rate
Retention rate
A client is considered retained if they:
Visited within the last 120 days, or
Had an appointment during the selected time frame, or
Have completed more than two appointments overall
These widgets support drill-down by location and employee for deeper insights.
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Customer Retention Trends
The Customer Retention Over Time widget shows how many returning clients visited during the selected period. A returning client is defined as someone who has had more than one appointment.
The Customer Retention by Last Appointment Recency widget groups customers based on how recently their last appointment occurred, displayed across defined time ranges.
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FILTERS - ALL DASHBOARDS
Filter
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Expected Behavior
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Current -> This Week
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Data will show current week, Sunday-Saturday
ex. If today’s date is a Friday, this filter would show data from the most recent Sunday to Friday
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Current -> This Month
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Data will show from all days in the current calendar month
ex. If today’s date is in January, this filter would show data from January
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Current -> This Quarter
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Data will show from all days in the current calendar quarter
ex. If today’s date is in Q2, this filter would show data from Q2
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Current -> This Year
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Data will show from all days in the current calendar year
ex. If today’s date is in 2026, this filter would show data from 2026
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To Date -> Week-to-Date
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Data will show from previous Sunday to current day
ex. If today’s date is a Thursday, this filter would show data from the current Sunday to Thursday
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To Date -> Month-to-Date
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Data will show from first day of the current calendar month to the current day
ex. If today’s date is the 15th of the month, this filter would show data from the 1st of the month to the 15th
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To Date -> Quarter-to-Date
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Data will show from first day of the current calendar quarter to the current day
ex. If today’s date is in January, this filter would show data from January
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To Date -> Year-to-Date
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Data will show from first day of the current calendar year to the current day
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Previous -> Previous Week
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Data will show from the previous week Sunday to Saturday
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Previous -> Previous Month
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Data will show from the previous calendar month
ex. If today’s date is in January, this filter would show data from December
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Previous -> Previous Quarter
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Data will show from the previous calendar quarter
ex. If today’s date is in Q2, this filter would show data from Q1
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Previous -> Previous Year
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Data will show from the previous calendar year
ex. If today’s date is in 2026, this filter would show data from 2025
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Next -> Next Week
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Data will show from the upcoming Sunday to the following Saturday
ex. If today’s date is a Thursday, data show from the upcoming Sunday to the following Saturday
Note: Phase 1 foundational dashboards do not respond to this filter
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Next -> Next Month
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Data will show from all days of the next calendar month
ex. If today’s date is in January, this filter would show data from February
Note: Phase 1 foundational dashboards do not respond to this filter
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Next -> Next Quarter
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Data will show from all days of the next calendar quarter
ex. If today’s date is in Q1, this filter would show data from Q2
Note: Phase 1 foundational dashboards do not respond to this filter
|
Next -> Next Year
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Data will show from all days of the next calendar year
ex. If today’s date is in 2025, this filter would show data from 2026
Note: Phase 1 foundational dashboards do not respond to this filter
|
Last -> Last Hour
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Data will show starting from the current hour to as many hours as selected back
ex. If “Last 3 Hours” is filtered, data will show for the current hour and the 2 hours prior, if “Last 1 Hour” is filtered, data will show for the current hour
NOTE: currently the dashboards update every few hours, so this filter is not recommended at the current refresh cadence
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Last -> Last Day
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Data will show starting from the current day to as many days as selected back
ex. If “Last 3 Days” is filtered, data will show for the current day and the 2 days prior, if “Last 1 Day” is filtered, data will show for the current day
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Last -> Last Week
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Data will show starting from the current week to as many weeks as selected back
ex. If “Last 3 Weeks” is filtered, data will show for the current week and the 2 weeks prior, if “Last 1 Week” is filtered, data will show for the current week
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Last -> Last Month
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Data will show starting from the current month to as many months as selected back
ex. If “Last 3 Months” is filtered, data will show for the current month and the 2 months prior, if “Last 1 Month” is filtered, data will show for the current month
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Last -> Last Quarter
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Data will show starting from the current quarter to as many quarter as selected back
ex. If “Last 3 Quarters” is filtered, data will show for the current quarter and the 2 quarters prior, if “Last 1 Quarter” is filtered, data will show for the current quarter
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Last -> Last Year
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Data will show starting from the current year to as many years as selected back
ex. If “Last 3 Years” is filtered, data will show for the current year and the 2 years prior, if “Last 1 Year” is filtered, data will show for the current year
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ENROLLMENT / RETENTION DASHBOARD
KPI
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Calculation
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Number of Customers
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Count of distinct customer IDs
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New Inquiries
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Count of total unique inquiries made to practice
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Consultations
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Count of total unique appointments where the appointment is marked as a consultation
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Appointments Scheduled
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Count of unique appointments that are scheduled to be completed
Note: Scheduled to be completed is an appointment that is on the schedule but has not been checked out yet and is not a no-show/cancellation
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First Scheduled Appointments
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Count of appointments where customer has never been seen by practice before
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New vs. Existing Customer Mix
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Unique customers shown by customer grouping over time
Where the “New” group is made up of customers who have had 1 appointment and the appointment has been completed, and “ExistIng” group is made of customers who have had more than 1 appointment
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New Customers by First Scheduled Service Type
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New customers shown by the Service assigned to their first scheduled appointment
Where the “New” group is made up of customers who have had 1 appointment and the appointment has been completed.
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Inquiry to Appointment Over Time
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Count of total unique inquiries resulting in appointment / Count of total unique inquiries, shown over time
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Inquiry to Consultation Over Time
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Count of total unique inquiries resulting in a consultation appointment / Count of total unique inquiries, shown over time
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% of Appointments Completed
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Count of appointments completed / Count of all appointments (scheduled to be completed, no-shows, cancellations, appointments completed)
Note: Appointments completed are appointments where the appointment was finished as expected (i.e. not a no-show or cancellation and has been checked out). Scheduled to be completed is an appointment that is on the schedule but has not been checked out yet and is not a no-show/cancellation
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Avg. Appts Per Customer
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Total unique appointments / Total unique customers
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No-Show Rate
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Count of appointments that were a no-show / Count of all appointments (scheduled to be completed, no-shows, cancellations, appointments completed)
Note: Appointments completed are appointments where the appointment was finished as expected (i.e. not a no-show or cancellation and has been checked out). Scheduled to be completed is an appointment that is on the schedule but has not been checked out yet and is not a no-show/cancellation
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Avg. Days Between Appts
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Sum of the days until next scheduled appointment / Count of unique customers with a next appointment scheduled
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Cancellation Rate
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Count of cancelled appointments / Count of all appointments
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Customer Retention
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Unique count of retained customers / Unique count of total customers
Where a retained customer is defined as a customer that has been seen in the past 120 days or less and a follow-up appointment is scheduled, or a valid appointment is scheduled during the timeframe selected that is the customer’s 3rd+ appointment
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Customer Retention Over Time
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Unique count of retained customers / Unique count of total customers, shown over time
Where a retained customer is defined as a customer that has been seen in the past 120 days or less and a follow-up appointment is scheduled, or a valid appointment is scheduled during the timeframe selected that is the customer’s 3rd+ appointment
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Customer Retention by Last Appointment Recency
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Count of unique customers that have had their most recent appointment completion within different recency groupings:
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