Clear definitions for court utilisation, occupancy, off-peak yield, lapse windows, player LTV, retention and campaign attribution.
What this does for your club
A useful padel club metric names its numerator, denominator, venue, timezone, date range, exclusions and refresh time. Court utilisation is booked court-hours divided by sellable court-hours, not total calendar hours. Off-peak yield divides realised revenue by sellable off-peak court-hours, including unsold hours. Retention needs a defined player cohort and return window. Recovered revenue needs a declared attribution rule. Without those definitions, two dashboards can display the same label and report different answers, making comparison and automation unreliable.
What to know
- Define sellable capacity before calculating occupancy or utilisation.
- Always show venue, timezone, date range, filters and exclusions with a KPI.
- Separate gross revenue, contribution and lifetime value rather than using them interchangeably.
- Publish lifecycle and attribution windows so another analyst can reproduce the result.
Capacity and revenue metrics
Court utilisation is booked court-hours divided by sellable court-hours. Define sellable capacity first: exclude maintenance, closures and genuinely unavailable allocations. Prime-time occupancy uses the same formula on a declared set of high-demand hours.
Off-peak yield is realised revenue divided by sellable off-peak hours. Unlike average selling price, its denominator includes empty inventory, so it reflects both price and occupancy.
All clubs
Apex Padel · last 30 days
£94,180 from 2,284 bookings · revenue up 8.2% vs previous period
Player lifecycle metrics
A lapse window is the period without a booking that moves a player into an at-risk or lapsed segment. Retention is the share of a defined cohort that makes another qualifying booking within a stated time. Both require the window and cohort to be named.
Player lifetime value should be a contribution estimate, not lifetime revenue presented as profit. State the horizon, revenue included, variable costs and whether shared bookings are allocated across players.
Automation and campaign metrics
Recovered revenue is booking revenue attributed to a recovery workflow under a declared rule. State the attribution window, exclusions and whether the figure is gross revenue or contribution. A handoff rate is the share of automated conversations moved to staff; it should be read alongside resolution quality, not minimised at any cost.
For every KPI, display venue, timezone, date range, filters and the last data refresh. A precise definition is part of the metric, not a footnote.
A minimum specification for every KPI
| Field | Example | Why it belongs |
|---|---|---|
| Entity | Manchester venue, Courts 1 to 4 | Prevents unlike locations or inventory being combined |
| Timezone | Europe/London | Stops bookings crossing days or hours during conversion |
| Window | 1 to 31 July 2026 | Makes the result reproducible |
| Denominator | Sellable court-hours after closures | Explains what was genuinely available |
| Exclusions | Maintenance and internal training | Prevents silent changes to the metric |
| Freshness | Refreshed 29 August at 09:00 | Shows whether the number is fit for action |
How to govern a metric before automating from it
- Write the formula and unit in plain language.
- Reconcile a small sample back to the underlying booking and payment records.
- Assign an owner who can approve changes to filters, windows and exclusions.
- Version the definition when it changes rather than rewriting history silently.
- Set data-freshness and completeness checks before the metric triggers a campaign or alert.
- Display the source and last refresh beside the answer so staff can challenge it.
Important: A dashboard is trustworthy when a club operator can explain why the number moved, not merely when the interface looks precise.
Definitions at a glance
- Court utilisation
- Booked court-hours divided by sellable court-hours for a stated venue and period.
- Prime-time occupancy
- Utilisation calculated only across the club's explicitly defined high-demand hours.
- Off-peak yield
- Realised court revenue divided by sellable off-peak court-hours, including empty hours in the denominator.
- Lapse window
- The period without a booking after which a player enters an at-risk or lapsed segment.
- Player retention
- The share of a defined player cohort that makes another qualifying booking within a stated period.
- Player lifetime value
- Estimated contribution generated by a player across the relationship, after relevant variable costs.
- Recovered revenue
- Revenue from bookings attributed to a reactivation or recovery workflow under a declared attribution rule.
- Handoff rate
- The share of automated conversations transferred to staff for judgement or completion.
How this guide was prepared
These definitions are written for operational consistency, not to establish market benchmarks. They reflect the calculation discipline used in Pulse reporting and avoid invented industry averages. Where a club chooses a threshold, such as prime time or a lapse window, the threshold remains part of the metric and must be displayed with it.
Sources and verification
Product capabilities, policies and prices can change. These sources were checked on 29 August 2026.
Frequently asked questions
How is court utilisation calculated?
Divide booked court-hours by sellable court-hours for a stated venue and period, excluding genuine closures and unavailable inventory from the denominator.
What is off-peak yield?
It is realised revenue divided by sellable off-peak court-hours. Empty hours remain in the denominator, so the metric reflects price and occupancy together.
What is a lapse window?
It is the period without a qualifying booking after which a player enters an at-risk or lapsed segment. The window may vary with prior player frequency.
What is recovered revenue?
It is booking revenue attributed to a recovery workflow under a clearly stated attribution window and exclusion rule.