Customers Report
How the customers report shows the customers you gained, won back and lost each month, where they came from, which round they were on and why they left, with your churn.
The customers report, in Reports > Work > Customers, shows how your customers changed over a period: how many you had at the start, the new ones you gained, those you won back and those you lost, and how many you had at the end. It lays them out each month, by where they came from or by round, and adds up why the customers you lost left. Like the other reports, it covers one business at a time.
A customer counts as active from the day they were added until they're cancelled or moved to another of your businesses, whether or not they have work booked. Work Planner keeps the day each customer stops, comes back or moves, as it happens, so the report can say who you had on any day in the past, not just today.
Filters
- Date range: always shown, and starts as your financial year so far (This Tax Year for most businesses). The choices are This Month, Last Month, This Quarter, This Tax Year and Last Tax Year, the same on every money page, or pick any dates on the calendar.
- Business: with more than one business selected, the one the report covers.
- Clear Filters: shows once you've changed something, and puts the dates and business back as they started.
The filters apply to every tab, and to what you print or export.
Tabs
- Each month: a line for each month of the period, such as Jul 2026. A month the period only partly covers counts only the days in it, and its name says which, such as 6–30 Apr 2026. The report starts on this tab.
- By source: a line for each customer source, by the source each customer has now, with No source for those without one.
- By round: a line for each round, with No round for the customers whose job isn't on one, or who have no jobs. A customer doesn't have a round of their own, and their jobs can be on more than one, so their round is the round of the job of theirs done most recently, or of their first job if none has been done yet.
- Why they left: the customers lost in the period, by why they left, as described below.
By source and By round put the lines with the most customers first, counting those at the start and the new ones. A line nobody was in during the period is left out, such as a round whose customers had all gone before the period began.
Click a column heading to sort by it, click it again to sort the other way, and a third time to put the rows back as they were. Names go A to Z first, months oldest first, and numbers biggest first. A month with no churn to work out goes last either way.
Columns
Each month, By source and By round have the same columns:
- At the start: the active customers you had when the period, or the month, began.
- New: the customers added in it. A customer counts as new on the day they were added, the Created Date on their page.
- Won back: customers who had stopped and were made active again in it.
- Lost: the customers cancelled in it, counted on the day they left.
- Moved: customers moved to another of your businesses in it. They aren't counted as lost, as they're still your customer in the other business. The column only shows when someone moved in the period.
- At the end: the active customers you had when it ended: those at the start, plus the new ones and those won back, less those lost and moved.
- Churn: the share of the customers you had at the start that you lost, to one decimal place: 2 of the 3 at the start lost is 66.7%. Customers who joined and left within the period are in Lost, but not in the churn, as they weren't there at the start. A dash means there were none at the start.
The Total line at the bottom covers the whole period: the customers at its start and end, everyone gained, won back, lost and moved in it, and the churn across it. On By source and By round that's every line added up.
Why They Left
A line for each reason given when the customers lost in the period were cancelled, with how many were lost for it and its share of everyone lost, the most first. The reasons are Moved away, Too expensive, Unhappy with the work, Went to someone else, Doing it themselves, No longer needed, Didn’t pay and Other. Customers cancelled without one are under Not given, last. The Total line has everyone lost, the same as the Lost total on the other tabs.
Notes Under the Table
Notes under the table say what the figures are:
- Churn: on every tab but Why they left, Churn is the share of the customers you had at the start that you lost.
- Round: on By round, A customer’s round is the round of the job of theirs done most recently.
- Estimated days: when some of the customers lost stopped before Work Planner kept the day, how many, such as 2 of the customers lost stopped before Work Planner kept the day, so theirs is worked out from their jobs.
Where the Days Come From
- Lost: a customer counts as lost on The day they left, which you give when you cancel them, with Cancel Customer on the Customers list or by setting their Status to Cancelled when editing them. It's today unless you change it, so a customer who told you last month still counts in last month, however late you cancel them. Why they're leaving, if you choose it, is what Why they left adds up.
- Won back: a cancelled customer counts as won back on the day they're made active again: when you set their Status back to Active, or give them an active job, which makes them active for you.
- Moved: once every one of their jobs has been moved to another of your businesses with Transfer Jobs, the customer counts as moved on its Transfer date. In the business they move to, they count as new, unless they were already a customer there.
Customers Who Stopped Before
Work Planner hasn't always kept the day a customer stopped. A customer who was cancelled or moved before it did has a day worked out instead:
- Moved: the day they were moved.
- Cancelled: the day their jobs were last stopped, with the reason their jobs give, such as Customer deleted in Squeegee. If none of their jobs were stopped, it's the last time they were done or charged, or else the day they were added.
Customers that a Squeegee or Cleaner Planner import brings in already stopped get a day the same way, from the jobs that come with them. For a cancelled customer, the day shows on their page with (estimated) after it. As nobody chose why they left, they count under Not given. A customer who stopped and came back before Work Planner kept the day counts as with you all along, as there's nothing to say when.
Printing and Exporting
- Print: opens what the tab shows as a PDF to print or save, with your business name, the dates it covers and the Total line.
- Export CSV: downloads what the tab shows as a CSV, with the Total line at the end, for the dates and business you've chosen. Its name says the tab and the dates, such as work-planner-customers-by-month-2026-07-01-to-2026-09-30.csv, with -by-source, -by-round or -by-reason in place of -by-month for the other tabs.
What you print or export always has the Moved column, even when nobody moved.
Who Can See It
Anyone whose role can see reports. Printing and exporting need Export Reports and Lists under Reports on the role, as owners, admins and the ready-made Accountant role have: Print and Export CSV only show if yours does. See Editing a Role. They aren't in the iPhone and Android apps, which can't save a download: print or export from Work Planner in a web browser.
Related articles
- Customers List: finding your customers, and cancelling one with why they're leaving and the day they left.
- Editing a Customer: setting a customer's status, and what you're asked when you cancel them there.
- Customer Detail View: when and why a cancelled customer left, under Dates.
- Customer Sources List: the sources By source adds your customers up by.
- Transferred-Customer Behavior: what happens to a customer moved to another of your businesses.
- Completed Jobs Report: the work done in a period, by round, source, customer and more.
- Round Value Report: what your repeating work is worth a month and a year.