So, what exactly do we track? Here are the 7 essential KPIs you need to track to measure the effectiveness of your appointment-setting strategy (and how to boost them).
Visit / appointment conversion rate
What's it for ? This KPI measures the number of appointments actually booked in relation to the traffic on your pages or your appointment booking tools.
The magic formula : number of appointments booked ÷ number of visitors × 100
Why is this important ? A tool that's visible but not used is like an open door behind a curtain.
This rate tells you whether your customer journey is smooth, intuitive and reassuring :
- The path is too long or too complex
- The appointment booking tool is poorly positioned on your site or channels
- The conversion tunnel lacks clarity or perceived value
Bonus tip : try out different hooks, CTAs and locations to see what performs best. Micro-changes can make a big difference.
No-show rate
What's it for ? We don't need to introduce it anymore. The no-show rate is your worst enemy if you want your diaries to be full and useful. This KPI measures the proportion of customers who don't show up for their appointments.
Formula: number of no-shows ÷ total number of appointments × 100
Why is it important? Each missed appointment means :
- Time wastedA lost business opportunity
- A degraded customer experience
Objective : melt it (and fast !).
Of particular interest :
- By appointment booking channel
- By customer type
- By department or team type
The Agendize + : personalize your reminders according to customer profile to bring down your no-shows without extra effort. We've written an article on this subject : 5 simple (and automated) ways to drastically reduce customer no-shows
Replanning rates
What does it do ?
It tells you how many customers reschedule rather than miss or cancel their appointments.
This KPI is also an indirect indicator of the perceived flexibility of your appointment solution.
The higher this rate is, the more your customers know they can easily manage unforeseen events.to boost with :
- Direct rescheduling links in your reminders
- An intuitive interface (mobile friendly, we insist)
- Callbots available 24/7 for less digital audiences
Average time between appointment and actual date
What's the point ? An appointment booked for 3 weeks from now means 3 weeks' risk of disengagement, forgetfulness, change of mind...
Why shorten it ? The shorter the lead time, the more you capitalize on the customer's warm intention.
This KPI helps you to :
- Identify whether your available slots are close enough
- Adjust your scheduling rules to prioritize nearby slots
And if you're experiencing peak times ? Perhaps it's time to optimize your resources or extend your opening hours in certain periods.
Average appointment length (vs. planned)
What's the point ? Comparing the actual duration of appointments with the planned one gives you direct feedback on :
- The quality of upstream qualification
- The right sizing of your slots
- The real workload of your teams
Too long? Too short? There may be a problem with the segmentation of appointment types, or a lack of prior information.
Diary fill rate
What's it for ? This simple but highly effective KPI tells you whether your teams are working at optimum capacity (neither too much nor too little).
To be measured by :
- Team
- Service type
- Slot / day of week
The winning combo: good visibility on this rate + an automatic optimization engine (like ours) = more evenly distributed slots, more balanced teams and a fill rate that takes off.
Post-appointment satisfaction rate
What's the point ? Because an appointment that's honored isn't necessarily a successful appointment.
This KPI is your compass for adjusting :
- The time allocated
- The welcome
- The clarity of the information given
- The overall customer experience
And the good news ? You can collect this feedback automatically after each appointment, by SMS or email.
In addition to the classic indicators
Other KPIs can enrich the analysis and help you to manage your systems more finely :
- Conversion rate of widgets opened into appointments : identifies friction points and abandonments in the booking tunnel ;
- Average time spent on the appointment widget : useful for assessing the fluidity of the user experience ;
- Appointment path abandonment rate : key indicator of the ergonomics of the process ;
- Total number of appointments booked online per month/quarter and per service: enables you to track adoption by channel ;
- Average cost per appointment booked (CPA) : helps you optimize your marketing investments ;
- Rate of appointments booked outside opening hours : identifies extended opening opportunities ;
- Appointment repositioning rate : to be analyzed by slot, advisor or day of the week ;
- Post-appointment satisfaction : enables you to measure the perceived quality of the experience ;
- Breakdown of appointments by channel (web, campaign, QR code, chatbot...
- Number of appointments booked by CRC agents : measures human performance in parallel with digita l;
- Average processing time for an appointment booked by phone or chat ;
- Average processing time per advisor: to evaluate workloads and service quality ;
- Volume of appointments per advisor : a useful HR indicator for adjusting schedules ;
- Volume of incoming calls related to making or confirming appointments ;
- Customer retention rate after an appointment (at 30d / 90d) ;
- Rate of qualified appointments : measures the relevance of leads generated ;
- Advisor satisfaction with appointment quality: a good indicator of morale and efficiency.
Finally, for specific events or periods :
- Volume of manageable appointments per advisor/day ;
- Attendance rate at events ;
- Number of post-appointment reviews or returns ;
- Post-event appointment taking ;
- Number of future slots available (by staff/team/branch) ;
- Number of unused past slots ;
- Appointment → opportunity → business conversion rate: key for sales teams.
The right KPIs make the right decisions
Making an appointment is no longer just a matter of “taking a slot in a diary”. It's a real customer journey that deserves to be measured, analyzed and optimized on an ongoing basis.
And to go further ? We can help you track (and improve) everything. With our appointment scheduling solution, you benefit from an ultra-complete cockpit for piloting all these KPIs in real time:
- Clear dashboards ;
- Intelligent reminders ;
- Automated slot management ;
- Seamless integration with your in-house tools.
Want to see for yourself ? Contact us for a demo !
Contact one of our experts to take advantage of Agendize expertise and find out more about the feasibility of your project.
