MoeGo Insights - Report Metric Definition

• Gross Sales generated from all services and product sales, including amounts from non-canceled appointments (e.g., grooming services, add-ons) and retail sales (e.g., pet supplies, food).

View of overall sales performance and business volume. Helps in assessing the effectiveness of pricing strategies and understanding the general financial health.

• Net sale = Total collected - Tips - Taxes - Fees (Processing fee by clients)

Tracking net sales helps in assessing the profitability of services after accounting for adjustments. It helps in understanding the impact of discounts and refunds on revenue.

• Total collected = Payments - refunds

This metric gives a complete picture of cash flow, ensuring all collected amounts are accounted for and managing day-to-day operations effectively.

Tracking unpaid invoices allows the business to follow up with customers, improve collection strategies, and ensure financial stability.

High unpaid invoice amounts may indicate issues with billing or collection processes and can impact cash flow.

Provides an overview of service volume and helps gauge the business’s operational activity.

Identifies potential clients who have shown interest but have not yet engaged with your services. This metric can be used for follow-ups to convert these prospects into paying customers.

• Note: This is defined differently from "new clients" in the smart client filer.

Tracks the number of clients who have recently started using your services. It helps measure the success of recent marketing efforts or promotions.

This is to evaluate customer relationship management strategies. It indicates the level of client retention and repeat business. High numbers of existing clients suggest strong client satisfaction and loyalty.

• Average review score = Reviews score received for appointments serviced by corresponding staff / Sum of total review score
• It includes reviews submitted via review booster and grooming report.

This metric evaluates individual staff performance and client satisfaction with their services. High average review scores indicate strong service quality, while lower scores may highlight areas for improvement.

• Rebook client: clients with at least one appointment in the selected date period and at least one appointment after the selected date range, both excluding canceled appointments
• Average rebook rate = Number of rebooked clients / total clients with appointments

It assesses the success of staff in building ongoing client relationships. A high rebook rate suggests that clients are satisfied with the service and are likely to return.

• Average tip rate = Sum of total tip assigned / Gross sale of the corresponding staff.

It reflects client appreciation and satisfaction with staff performance. This metric can be used to motivate staff and recognize outstanding service.

A high average tip rate indicates that clients value the services provided and are willing to reward staff for excellent service.

• Also see the number of appointments scheduled within the selected time range breakdown by status

It can identify peak times of business, and make informed decisions about staffing and resource allocation.

• Online Booking Rate = (Number of appointments scheduled from online booking / Total Number of appointments) × 100%

Measures the effectiveness and popularity of your online booking system. A higher online booking rate indicates that clients prefer booking appointments through your online platform.

• Percentage Contribution by Staff = (Net Sale of Appointments Corresponding to Staff / Total Net Sale) × 100%

This metric shows how much each staff member contributes to the total revenue, which helps in staff management, incentivizing top performers, and optimizing schedules based on productivity.

• Percentage of Appointments with Add-on = (Number of Appointments with Add-On / Total Number of Appointments Serviced by Staff) × 100%

This metric helps determine which staff members are driving the most service revenue, and highlights the staff member’s ability to upsell additional services or products, contributing to overall business growth.

• Average earnings per staff: Average net sale per staff per day.
• • Average Earnings per Staff = Total Net Sales / (Number of Staff * Working Days)
• Average earnings per ticket: Average net sale per invoice, excluding canceled appointments.
• • Average Earnings per Ticket = Total Net Sales / Number of appointments
• Average earnings per pet: Average net sale per pet serviced (de-duplicated)
• • Average Earnings per Pet = Total Net Sales / Number of Pets Serviced
• Average earnings per hour: Average net sale per working hour
• • Average Earnings per Hour = Total Net Sales / Sum of All Staff Working Hours

These numbers give a balanced view of both the revenue side and operational effectiveness. Uncover areas where your business is excelling or where improvements can be made, whether through pricing adjustments, staff training, or operational changes.

• Service Sales: This allows you to see which services are driving the most revenue and how their performance compares over time.
• Add-Ons: Tracks additional services that complement the main service, providing insight into the effectiveness of cross-selling strategies.
• Product Sales: Includes sales of standalone products and product sales on appointment tickets for inventory management.

Provides insight into the business’s growth in terms of new client acquisitions. A high number of new clients indicates successful client acquisition strategies and potential business expansion.

• First time: The number of clients serviced in the selected time range who had never had an appointment before.
• Returning: The number of clients serviced in the selected time range who had previously had an appointment.

This metric indicates the volume of services delivered to pets, helping you understand the demand for grooming services. A high number of pets serviced might indicate strong demand, whereas fluctuations may signal changes in client retention or seasonal trends.

This is a critical metric for measuring client retention and loyalty. It also highlights the effectiveness of follow-up strategies and booking processes.

A high rebook rate indicates that clients are satisfied with your services and are committed to returning, providing predictable revenue streams.

• Existing clients: Clients who have had more than one finished appointment within the selected time range.
• New clients: Clients who have had at least one upcoming or finished appointment within the selected time range.
• Prospects clients: Clients who have a profile created but have no appointment history within the selected time range.

This metric helps measure the effectiveness of your lead generation efforts. An increase suggests that your marketing, referrals, or online presence are successfully drawing attention and that you have potential future clients.

• Prospects to new client lead time: The average number of days between the creation of a client profile and the first appointment created for new clients.
• New client to existing client lead time: The average number of days between the first and second appointment created for all existing clients.

This metric helps gauge client booking behavior and the availability of your grooming services. A shorter lead time indicates higher demand and possibly tight booking schedules, while a longer lead time may suggest more availability or lower immediate demand.

• Annual clients: Over 180 days (i.e., they visit about twice a year). Annual clients represent a segment of customers who are less frequent visitors but still rely on your business for their occasional grooming needs.
• Seasonal clients: Between 90 and 180 days (i.e., they visit 2-4 times a year). Seasonal clients are a valuable group as they often coincide with changing seasons or major events (like holidays).
• Loyal clients: Less than 90 days (i.e., they visit at least every 1-3 months). Loyal clients are the backbone of most grooming businesses. They generate consistent revenue, have high engagement with your services, and are often the easiest to retain.
• Single-use clients: Only visited the business once. Single-use clients have a high churn potential, so it’s important to understand why they haven’t returned and develop strategies to encourage them to book again.

• Average Earning per Day = Total Net Sales / Number of Staff's Working Days

• Utilization = (Total estimated hours / total working hours) x 100%

• Average actual service duration = Total forecasted service time/number of services.

It is calculated based on recorded times for each grooming session.

• Grooming Report Sent Rate = (Number of appointments with grooming reports sent / Total appointments serviced by staff) x 100%
• Average Tip Rate = (Sum of total tips assigned / gross sales of corresponding staff) x 100%
• Average Review Score = (Total review score received for appointments serviced by staff / Number of reviews for corresponding staff) x 100%
• Average Rebook Rate = (Number of clients with future appointments booked / Total clients serviced by staff) x 100%

• Online booking: Total appointments created through online booking
• By staff: Total appointments created manually by staff

Understanding the balance between online and staff-generated bookings can help refine processes and increase efficiency.

• >2 Times visit clients: Have 2+ finished appointments before the start time of the selected time period
• 2nd Time visit clients: Have 1 finished appointment before the start time of the selected time period
• 1st Time visit clients: Have no finished appointments before the start time of the selected time period

Recognize and reward staff members who are proactive in managing appointments and client relations. It also helps track workload distribution among the team.

• By different cancellation windows:
• • 7+ days before appt
  • 48 hr to 7 days before appt
  • 24 hr to 48hr before appt
  • 24 hr before appt
  • No show: Tracks appointments where the client didn’t show up.

This highlights when customers are most likely to cancel and gives insight into when reminders or policies should be implemented to minimize cancellations.

• Total idle time = Sum of working hours for all staff - sum of blocked time - total service time
• Forecasted service time = Appointment start time - appointment end time
• Actual service time = Checkout time - check-in time (For dates before the current date, it uses check-in & check-out time; for dates on or after the current date, use forecasted service time.)