In the Flipdish Portal, the Customers Report will provide you with key insights and metrics about your customer data - including customer types, lapsing customers, and an array of other useful metrics.
To access the Customers Report, follow the below steps:
Login to your Flipdish Portal.
Click on the Reports tab in the navigation bar on the left-hand side of the screen.
Select Customers Report from the list of reports.
Filters
The filters section at the top of the page provides granularity for exploring your customer data. The following filters are available:
Stores - The store/s for which data will be shown. By default it will show all stores.
Time period - The date range for which customer data will be displayed. By default it will show the last 12 complete months.
Granularity - Choose whether the data is displayed on a daily, weekly, monthly, or quarterly cadence. By default data will be shown in a monthly cadence. Note that this filter does not apply to all of the graphs; it filters every graph excluding “Customer cohort by lifetime orders”, “Customer cohort by weeks since last order”, and all 3 tables.
The first group of metrics are displayed using regular and stacked bar charts. In this section, you can explore:
Customer cohort by lifetime orders, showing the number of unique customers who have made a given number of orders in the lifetime of the selected stores.
Customer cohort by weeks since last order, showing the number of unique customers grouped by when they made their most recent order, in weeks, from one of the selected stores.
NOTE: Extra information on each graph throughout this report can be found by hovering over the information symbol to the right of the chart titles.
The second group of metrics show the number of unique customers, new customers, average order value, and average value per customer over time, and are displayed using bar and line charts. In this section, you can explore:
The number of unique customers showed on a monthly basis.
The number of new customers, who have made their first order, showed on a monthly basis.
The average order value showed on a monthly basis.
The average value per customer, which is the average monetary spend from a given customer in the given timeframe (as opposed to on a per-order basis), showed on a monthly basis.
Note that the default is to display these metrics on a monthly basis, however, using the Granularity filter you can change this cadence.
The next section contains a table showing the Repeat customer rate by menu item. For each item this table shows how many times it has been ordered, the number of unique customers who have ordered it, the number of repeat customers who have ordered it, and the percentage of those customers who have ordered that item who are repeat customers to see which items are most and least popular with your repeat customers.
Only items that have been ordered 50+ times are included. By default the table is sorted in descending order of the repeat customer rate.
TIP: When working with tables in the Flipdish Portal you can change the sort order of the table by clicking on the arrows for a given column title. In this way you can instead sort the table in descending or ascending order for any metric of your choosing.
This section provides a breakdown of customer types (repeat, loyalty, & retention), displaying these types as percentages, and in bar charts showing the change in customer type over time. The first visualisation shows the repeat, loyalty, and retention customer rates as a percentage of total unique customers who have ordered at the chosen store in the selected time period. The second group of bar charts shows the number of new repeat, loyalty, and retention customers on a monthly basis. Definitions for each of these customer types can be found by hovering over the information symbol to the right of the chart titles.
The table in this section shows lapsing customers, defined as a customer whose “days since last order” is two or more times greater than their “average days between orders”, to help you identify when previously loyal customers are at risk of churn. Only customers who have made 10 or more lifetime orders at the selected stores are shown. The customers' names, phone numbers, and marketing opt-in status are displayed in the case that you would like to target marketing towards these customers where they have given their permission for you to do so. By default the table is sorted in descending order of the days since last order. You can change the sort order of the table by clicking on the arrows of a given column title. The customers' names, phone numbers, and marketing opt-in status are displayed in the case that you would like to target marketing towards these customers.
The final section contains a table of key customer details and metrics, including the customer name, email address, phone number, marketing opt-in status, days since last order, their customer types, total order value, total accepted orders, and average order value. All metrics are displayed for the chosen time period and stores.
Downloading data
You can download from the report in two ways:
Clicking on the three dots (kebab menu) to the top right of each table, choose the “Download data” option to download the data from that particular table.
Clicking on the three dots (kebab menu) in the top right corner of the page, choose the “Download” option to download the content of the whole report at once.
Scheduling emails
You can receive the content of this report directly to your email address on a schedule that you choose. To do this:
Click on the three dots (kebab menu) in the top right corner of the page
Select the “Schedule delivery” option
Change the recurrence to choose how often and at what times you would like to receive the report
Enter at least one email address into the email addresses field
Choose your desired format (CSV, PDF, or PNG image)
Apply any desired filters or custom formatting options on the Filters or Advanced options tabs
Click “Save” to setup your schedule