Overview
The
Returning First-Time Customers report shows, for each trainer at your school, what percentage of the customers they attracted who were new to the school eventually came back and enrolled in another course.
This report helps you understand which trainers are most effective at retaining new customers over time.
Key Concepts
| Term |
Definition |
| First-time customer |
A user whose very first successful enrollment at the school had a course start date within the selected report period. |
| Returning customer |
A first-time customer who has at least one additional successful enrollment at the school after their first course started. |
| Return rate |
The percentage of first-time customers (per trainer) who returned for another course. |
Note: A user is attributed to a trainer if they enrolled in one of that trainer's courses during their first visit. If a user's first course had multiple trainers, they are counted for each trainer.
Accessing the Report
- Log in as a school administrator.
- Go to Reports from the school menu.
- Click Returning first-time customers by trainer.
Configuring the Period
At the top of the report page, select how many years back the report should look (1 to 6 years). Only users whose first course started within this window are included. Click
Apply to refresh.
The default period is
2 years.
Reading the Report
Summary cards at the top show:
- Total number of first-time customers in the period.
- How many of those returned.
- The overall return rate across all trainers.
Bar chart — a quick visual comparison of return rates across trainers.
Table — one row per trainer, sorted from highest to lowest return rate. Each row shows:
- Trainer name (links to their profile)
- Number of first-time customers
- Number who returned
- Return rate % with a colour-coded progress bar (green ≥ 50 %, yellow ≥ 25 %, red < 25 %)