Repeat visit rate
A repeat visit rate is the share of a venue’s guests who return after their first visit within a chosen period. It is worked out by dividing returning guests by all guests seen. It is the core measure of retention, and it only works if a venue can recognise the same guest twice.
How stampede does it.
Reporting shows new, return and opted-in guests, and how footfall spreads by hour and day, for the estate and every venue. Guest Wi-Fi adds sessions, new versus returning and dwell per venue. A per-venue snapshot, emailed daily through to yearly, shows opt-ins and new and return guests, and reports compare this period against the last.
Related terms.
Covers
Covers are the number of guests a restaurant, pub or hotel serves, counted per person rather than per table or per booking, so a table of four is four covers.
Win-back journey
A win-back journey is an automated series of messages sent to guests who have not returned for a while, or who cancelled, designed to bring them back.
Unified guest profile
A unified guest profile is a single record per guest that combines everything a hospitality business knows about them, from bookings and orders to Wi-Fi logins, reviews and loyalty activity.