Overview

The Client Retention Rate report shows how well your business is retaining clients over the past 6 months. It tracks how many clients stayed, how many new ones joined, and how many left.

 

This matters because retention is a key measure of business health, high retention means members are satisfied and engaged, while low retention can signal areas that need attention.

Prerequisites

Before running this report, make sure you have:

• Access to the Reports module in Hapana Core.

• At least 6 months of client data for accurate trends.

• Proper client statuses set up (Active vs Alumni).

Access the Client Retention Rate Report

1. Navigate to Reports

1. Log in to Core 

2. Click Reports from the Navigation bar 

3. Within the Clients & Attendance Report Category, select Client Retention Rate 

2. View Retention Trends

1. The chart automatically displays the last 6 months of data.

2. Review the X-axis (Months) for the timeframe and the Y-axis (Retention Rate %) for client retention levels.

3. The red line shows retention trends across the months.

3. Interpret the Data

• High retention rate = most clients stayed.

• Drop in retention = more clients left (moved to alumni status).

• Spikes in new clients may offset losses, giving you a clear view of net growth or decline.

Expected Outcome

By running this report, you’ll understand how many clients your business is retaining month-over-month, helping you:

• Identify strong retention months.

• Spot patterns of client churn.

• Make informed decisions about membership engagement strategies.

FAQ

Q: Can I adjust the date range?
A: No, this report is fixed to the last 6 months.

Q: How is retention calculated?
A: Retention = (Starting Clients + New Clients – Lost Clients) ÷ Starting Clients.

Q: What counts as a “lost client”?
A: Any client whose status changes from Active to Alumni within the month.

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Reach out to our support team via [email protected] if you need help.