Online Reservation Completion Data Report

Purpose

This report analyzes the performance of your different online reservation schedulers (or "modes"). It is designed to help you understand how effectively each version converts potential customers into completed bookings, allowing you to optimize your online booking process.

How to Use This Report

• Compare Scheduler Performance: Use the Percent column as the primary metric to see which scheduler Mode is most effective at converting viewers into completed bookings. This is ideal for measuring the results of an A/B test.
• Analyze by Location or Department: Apply the Department and Reporting Group filters to narrow your analysis. For example, you can see which scheduler works best for your 'Residential' department or compare the performance of different regional groups.
• Track Trends Over Time: Export the report to Excel or Google Sheets and use the Year Month column to create charts or pivot tables. This will help you visualize if your conversion rates are improving month-over-month.
• Identify Funnel Drop-off: Compare the Viewed Postal Code and Email column to the Completed column. A large difference between these numbers indicates that users are starting the booking process but not finishing it, helping you pinpoint which Mode may have friction points.

Report Filters and Data Scope

Before analyzing the data, it is crucial to understand how this report is generated and how you can filter it:

1. Date Range: The report includes reservations based on their scheduled visit date, not the date the booking was made.
2. Filtering by Department:
   • You can run the report for specific departments. This allows you to isolate and analyze the performance of your online schedulers for different service lines (e.g., 'Residential Services' vs. 'Commercial Services').
   • Running it with the 'All' department will include partial reservations where the customer never made it to selecting a service.
   • If your base splits Online Bookings by department, each department booking will count as 1 on this report.
3. Filtering by Location (Reporting Groups): To control which business locations (bases) are included in the report, you must select a Reporting Group. A Reporting Group is a custom-defined collection of your locations, allowing you to analyze the performance of a single base, a specific region, or any other grouping you create.
4. Statistical Significance: To ensure data quality, the report only includes reservation modes with at least 20 completed bookings within the selected date range and scope. If a mode seems to be missing, it may not have met this threshold.

Understanding the Report Columns

Each column name below links directly to its definition in the main Glossary of Terms. The summary here explains how to use these columns together to analyze performance.

• Year Month, Company Name, Mode, and Current Mode These columns allow you to organize the data. Use them to compare performance between different schedulers (Mode) over time (Year Month) and across different locations (Company Name).
• Viewed Postal Code and Email → Completed This is the core conversion funnel shown in the report. Viewed Postal Code and Email shows how many people started the process, while Completed shows how many finished. Comparing these two numbers reveals your customer drop-off rate for each Mode.
• Percent This column calculates the conversion rate for you, showing the percentage of users who started the process and went on to complete it. Use this as the primary metric for comparing the efficiency of different Modes. A higher percentage is better.