No-show rate is the share of eligible scheduled appointments that are missed without being cancelled or rescheduled according to the business's rules. For home services, the definition may include a customer being unavailable or access being denied when the technician arrives. Set the denominator and exclusions explicitly so changes in reporting do not look like improvements in attendance.
How do you calculate no-show rate?
Divide appointments classified as no-shows by eligible appointments scheduled to occur in the same cohort, then multiply by 100. For example, 4 no-shows among 80 eligible visits is 5%. Document whether late cancellations and inaccessible properties count as no-shows or separate categories.
How is a no-show different from a cancellation?
A cancellation removes or changes the visit through the agreed process before it occurs. A no-show is a missed eligible visit without that completed change. The cutoff should be defined consistently; otherwise identical customer behavior can receive different labels across offices or weeks.
Should technician delays count as customer no-shows?
Keep business-caused failures separate from customer attendance failures. If a technician misses the arrival window and the customer leaves, the record needs that context. A broad missed-visit metric may include both, but a customer no-show rate should not hide the cause.
Can appointment reminders lower no-show rate?
Reminders can make the date and access requirements clearer and surface changes before the visit. Whether attendance improves depends on the customer mix and workflow. Compare consistent cohorts and review the reasons for missed visits before claiming a causal improvement.
Which records are needed to audit no-shows?
Keep the appointment time, service location, reminders, customer replies, technician arrival information, and final visit status. Reconcile the status with actual job notes. Count each eligible appointment once, even if several messages or phone calls were attached to it.
Related terms: Appointment Reminders, Appointment Rescheduling, Service Request Status