In this guide, you’ll learn how to properly navigate the Retention Report within Reporting iQ. 

From the Navigation Bar, select Reporting iQ. 

Navigate to the Retention Report tab. 

The report displays the following columns:

Provider Name

The provider associated with the client based on the client’s Treatment Team and attended session history.

Clients

The total number of unique clients who have attended at least one session where the event provider matches the first provider listed in the client’s Treatment Team.

1st Appt

The number and percentage of clients who have attended exactly 1 session with their primary provider.

2nd Appt

The number and percentage of clients who have attended exactly 2 sessions with their primary provider.

3–5 Appts

The number and percentage of clients who have attended between 3 and 5 sessions with their primary provider.

6–10 Appts

The number and percentage of clients who have attended between 6 and 10 sessions with their primary provider.

11–20 Appts

The number and percentage of clients who have attended between 11 and 20 sessions with their primary provider.

21+ Appts

The number and percentage of clients who have attended 21 or more sessions with their primary provider.

Churn Rate

The number and percentage of clients who are no longer actively receiving services.

A client is considered churned when:

• They have attended at least one session.
• They do not have a future scheduled appointment.
• They have exceeded the inactivity threshold configured in Practice Manager.

Reschedule Rate

The number and percentage of appointments that have been rescheduled.

An appointment is considered rescheduled when the event date, time, or assigned provider is changed. An event is counted only once, regardless of how many times it is edited after the initial reschedule.

NOTE: This report is updated in real time. 

Filters

Using the + Add Filter button allows you to filter the report by:

• Service Type
• Date Range

The Date Range filter affects the session progression metrics (Clients, 1st Appt, 2nd Appt, 3–5 Appts, 6–10 Appts, 11–20 Appts, and 21+ Appts) by determining which attended sessions are included in the report.

Churn Rate is calculated differently. A client's churn status is based on their overall engagement with services, including their most recent attended session, future scheduled appointments, and the inactivity threshold configured in Practice Manager.

Because of this, changing the Date Range may change the clients included in the report, but it may not necessarily change the Churn Rate. As a result, the Churn Rate percentage may remain the same even when the Date Range changes.

Additional Information

• Only attended sessions contribute to client progression metrics.
• RCC events do not affect retention metrics until they become scheduled events with an Attended status.
• For multi-client appointments, retention metrics are calculated independently for each client. For appointments with an Identified Client, only the identified client is included in retention calculations.
• This report updates in real time.

Export

Select Export to download the Retention Report as an Excel file.

‍IMPORTANT: You can configure the inactivity threshold used for churn calculations in Practice Manager > Forms Settings.

Click here to learn more about the Client Statuses in TiQ.