Retention is about whether customers keep coming back after their first booking, first purchase, or recent visit.
Naayya helps you review retention through customer activity, booking history, credits, memberships, payments, and segments. Use those signals together instead of relying on one number.
Where to look#
Start with:
- Admin > Customers for customer lists and search
- Customer detail pages for booking history, products, credits, and activity
- Admin > Customers > Segments when segments are enabled
- Admin > Payments for purchase history
- Class and attendance stats for repeat attendance
Useful retention signals#
Booking gaps#
Look for customers who used to attend but have not booked recently.
Expiring credits#
Customers with unused credits close to expiry may need a reminder or a different class option.
Membership activity#
Memberships are easier to keep healthy when you know whether the member is actually attending.
No-shows and cancellations#
Repeated no-shows or cancellations may point to a scheduling, reminder, or policy issue.
Feedback#
Feedback can explain why a customer is staying active or dropping away.
Use segments when available#
Segments let you describe a group of customers in plain language and reuse that group for follow-up work.
Examples:
- Customers who have not booked in the last 30 days
- Members with unused credits
- Customers who bought a bundle but have not attended yet
Segments are an assisted workflow. Review the group before acting on it.
See Customer Segments.
What to do with retention signals#
Depending on the situation, you might:
- Send a short follow-up email
- Offer help choosing a class
- Review whether the product still fits the customer's behavior
- Change reminder settings
- Adjust a timetable that has repeated no-shows
- Create a targeted offer or coupon
Keep the customer relationship in the decision. Naayya can show the pattern, but you decide the right message.