# Retention Rates

Use customer activity, bookings, attendance, and segments to understand who is returning.

Canonical URL: https://www.naayya.com/help-center/retention-rates
Category: performance
Last updated: 2026-09-19T00:00:00Z

# Retention Rates

Review customer activity, booking history, class attendance, and segments
together to understand who is returning and who may need follow-up. Naayya
surfaces these signals without reducing retention to one score.

## Where to look

Start with:

- **Admin > Customers** for customer lists and search
- **Admin > Customers > [customer]** for class highlights, booking activity, and attendance history
- **Admin > Customers > Segments** when AI Segments is available for the business

## Useful retention signals

### Booking gaps

In a customer's activity, look for earlier bookings followed by a longer gap.

### Expiring credits

Review the customer's booking activity and attendance alongside this context
before choosing a follow-up.

### Membership activity

Compare the customer's attendance and booking history over time alongside this
context.

### 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
- Customers who attended a class but have not booked again

Segments are an assisted workflow. Review the group before acting on it.

See [Customer Segments](/help-center/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
- Change reminder settings
- Adjust a timetable that has repeated no-shows
- Review recent class feedback

Keep the customer relationship in the decision. Naayya can show the pattern, but you decide the right message.

## Related articles

- [Customer List](/help-center/customers-list)
- [Customer Details](/help-center/customer-details)
- [Customer Segments](/help-center/customer-segments)
- [Sending Quick Emails](/help-center/sending-quick-emails)