To set the period for considering clients lost, go to the Analytics > Settings > Retention section.
The customer loss period is used to calculate the following metrics:
- The Lost clients metric in the Analytics – Basic metrics section.
- The Customer retention rate in the Analytics – Reports – Customer Retention section.
The Lost clients metric displays the number of customers who have not made visits for a certain number of days. That number of days is configured in the Settings - Retention section. A more accurate calculation formula is available in the Basic metrics article.
The Customer retention rate is the percentage of those customers who made visits during the previous period and returned during the current one. That previous period is equal to the Loss period setting in this section. A more accurate calculation formula is available in the Customer retention article.
A similar setting is available in the chain analytics.
These settings allow you to specify when the system starts considering clients lost to the chain, i.e. if they do not visit any of the locations.
The clients may be lost to the location if they stop visiting it, but not lost to the chain since they visit another location (in case of move).