KPIs for Salons and Spas
These are the KPIs a hair salon, barber or spa tracks to keep chairs and treatment rooms full and clients returning. Rebooking and no-shows have the biggest effect on revenue.
The KPIs to track
Chair or room utilisation
Booked service time divided by available working time.
Rebooking rate
Clients who book their next appointment before leaving divided by clients seen.
Average ticket
Total sales divided by the number of client visits or transactions.
No-show and late-cancellation rate
Appointments missed or cancelled at short notice divided by appointments booked.
Retail attach rate
Visits that include a product purchase divided by total visits.
Revenue per stylist or therapist
Revenue divided by the number of practitioners, or per hour worked.
Customer retention rate is the percentage of customers you keep over a period.
Formula and SQL query on the Customer Retention Rate page.
Repeat purchase rate is the percentage of customers who have bought more than once.
Formula and SQL query on the Repeat Purchase Rate page.
Where the data usually lives
An appointment and point-of-sale system, a client database and payment processor reports.
Measurement mistakes to avoid
- Commission and booth-rent models change what revenue per stylist means; keep one basis.
- Walk-ins are not in the booking diary; include them in utilisation.
- Gift vouchers sold are not revenue until redeemed.
Questions to ask your data
You can type these as plain questions. SchemaChat turns each one into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. Check that the result matches how your business defines each KPI.
- What share of clients rebooked at their last visit?
- What is utilisation by stylist and weekday?
- How many appointments were no-shows last month?
- Which services have the highest average ticket?