- Insights
- Participant Retention Report
Participant Retention Report
The Participant Retention Report summarises how many Participants started with you and how many left, month by month, along with your churn and retention rates.
The staff equivalent is the Staff Retention Report.
Where to find it
- From the left-hand menu, select Reports.
- Under Participants, select Participant Retention.
Use the Period filter to choose the reporting window. Pick Last 12 months, Last 24 months or Last 36 months, or choose your own start and end dates. The end date cannot be later than today. The report opens on the last 12 months: the current month and the 11 months before it.
The report always covers whole calendar months, from the start of the month your start date falls in to the end of the month your end date falls in.
The summary figures
Six figures sit across the top, covering the whole selected window:
| Figure | What it means |
|---|---|
| Total entries | Participants who commenced during the period |
| Total exits | Participants who exited during the period |
| Net change | Entries minus exits across the period |
| Active participants | Participants active at the end of the period. The number active at the start of the period is shown beneath it |
| Avg monthly churn | The average of each month's churn rate. Months with no rate are left out of the average |
| Avg tenure | Average time between commencement and exit, for Participants who exited during the period |
Average tenure is shown in days below 60 days, and in months from 60 days.
The Charts
Below the figures, two charts plot each month in the period:
- Entries and Exits shows entries as bars above the line and exits as bars below it, so you can see whether growth is coming from more entries or fewer exits.
- Active Participants shows the number of Participants active at the end of each month as a line.
Retention Cohorts
The Retention Cohorts table follows each intake as a group. Each row is the Participants who commenced in a given month of the period, and each column shows the percentage of that group still active in the months that followed, up to the end of the period.
Reading across a row tells you how long a particular intake stayed. Reading down a column compares intakes at the same age, which is how you spot whether retention is improving over time.
Exit Reasons
The Exit Reasons table counts the Participants who exited during the period by the Exit Details recorded for them, most common first. Each distinct wording is its own row, so record exit details consistently if you want them to group together. Participants who exited with no exit details are counted as Not recorded.
Monthly Breakdown
The final table gives the underlying numbers per month:
| Column | What it shows |
|---|---|
| Month | The month being reported |
| Entries | Participants who commenced that month |
| Exits | Participants who exited that month |
| Active at Start | Participants active at the start of the month |
| Active at End | Participants active at the end of the month |
| Net Change | Entries minus exits for that month |
| Churn Rate | Exits as a proportion of the Participants active at the start of the month |
| Retention Rate | The proportion of Participants active at the start of the month who were still active at the end |
The table opens with the earliest month first. Month, Entries, Exits, Net Change, Churn Rate and Retention Rate can each be sorted.
Dashes mean different things by column:
- Entries, Exits and Net Change show a dash in place of zero, so a dash there means none that month.
- Churn Rate and Retention Rate show a dash when there is no rate to calculate, which happens when no Participants were active at the start of the month.
Things to keep in mind
- Rates are shown to one decimal place.
- A Participant archived without an exit date is counted as exiting on the date they were archived.
- A Participant with a Service exit date counts as an exit in that month, even if they have not been archived.
- The report covers all Participants in your account, including archived Participants. It isn't filtered to the Participants you personally support.