Customers Tab

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.

1. Open Reporting & Intelligence and choose Customers.
2. Choose the period in the date range picker at the top of the page.
3. Read the key metrics, then Customer Acquisition and Quick Stats.

Key metrics

On a narrow screen the same four read Active, New, Avg Spend and Pets.

Customer Acquisition

A dual area chart with two data series:

• Active Customers (cyan): daily count of customers with appointments
• New Customers (green): daily count of new accounts created

When comparison is on, a dashed grey line overlays the new customer counts from prior periods. When forecast is on, a dashed violet line extends the new customer projection forward. Dotted vertical lines with background tints separate the two.

Quick Stats

A side card with at-a-glance numbers: New / Day, Avg Active / Day, Pets / Customer, Avg Spend and Total Pets. 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 can generate up to five insight cards. Each card leads with its finding, and How is this calculated? on the card shows the name used here and the working behind it:

• Client Retention: compares new and returning customer ratios and what they mean for revenue, showing whether you are growing from new customers or sustained by loyal regulars. Includes a View Customers action that opens Customers & Pets.
• Returning Revenue Share: estimates how much revenue comes from returning clients compared with new clients. Includes View Customers.
• Multi-Pet Households: how many of your customers bring more than one pet, and the revenue opportunity they represent. Includes View Customers.
• Customer Acquisition Pace: projects how many new customers you will add this month at your current daily rate. It appears when there is enough data for a meaningful projection.
• Client Growth Rate: whether your active customer base is growing or shrinking, comparing the first and second halves of the period. Includes View Customers.

Find customers who are overdue

Do this to see which regular customers have gone past their usual gap between visits.

1. Open Reporting & Intelligence and choose Customers.
2. At the bottom of the tab, select Analyse on Customer Performance.
3. Choose 30 days, 60 days, 90 days or 6 months, or set From and To yourself.
4. Select Run Performance Analysis.
5. Read Customers Analysed, Avg Cadence, Avg Spend and At Risk.
6. Select View At Risk to open At Risk Customers. The button shows how many there are.
7. Optional: to take the list with you, select CSV or PDF.

Petboost works out each customer's own usual gap between visits, projects when the next one was due, and lists the customers whose date has passed, longest overdue first.

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 revenue, decline rates and no-shows.

Pet Demographics Deep Dive

The Pet Demographics Deep Dive analyses your whole pet database, so it needs no date range. 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
• Pet age distribution: pets in age groups, each colour-coded with a progress bar: Puppy (under 1 year), Junior (1 to 3 years), Adult (3 to 7 years), Senior (7+ years) and Unknown
• Multi-pet households: how many owners have two or more 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: accounts created that never completed their first booking
• Doodle breed detection: within puppy data, doodle breeds that will need regular full grooms within 4 to 6 months

Run the pet demographics analysis

1. Open Reporting & Intelligence and choose Customers.
2. At the bottom of the tab, select Deep Dive on Pet Demographics Deep Dive.
3. 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

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 pets aged 7+ and suggests a "Senior Comfort" service variant. View Senior Pets opens a list of every senior pet, each with a mail icon that opens a personalised senior pet care email in your email app.
• Puppy Pipeline: counts puppies under 1 year, picks out doodle breeds (which need grooms sooner) 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: flags owners with two or more pets as high-value clients and suggests multi-pet booking prompts. View Multi-Pet Owners comes with multi-pet offer emails.
• Card-on-File Gap: the admin time cost of owners without saved cards (at 4 minutes per manual payment, as hours a month), 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, celebratory 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 accounts that never completed their first booking and estimates the potential revenue at $70 per first visit. 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

Related articles

• Appointments Tab: for booking-level analysis
• Understanding Insight Cards
• Common Questions