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Your client return rate measures the percentage of your most recent clients who returned for a second session within 30 days of their first completed appointment.

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This metric includes:

• Your last 30 clients with completed first appointments
• Returning clients defined as someone who, completed their first appointment, and completed at least one additional appointment within 30 days of their first session start time
• Fay-sourced and provider-sourced clients

You can click on your client return rate tile to learn more and view opportunities to optimize your practice.

You can click on your client return rate tile to learn more and view opportunities to optimize your practice.

How it’s calculated

Your client return rate is calculated on a rolling basis using your last 30 clients with completed first appointments.

Formula:

of clients who had 1 or more occurred follow-up appointment(s) within 30 days of their first session

÷

of clients with a completed first appointment, minus exclusions below

× 100

= client return rate

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The following patients are excluded from this metric, so your client return rate directly reflects the impact of your care, outside of circumstances that may be beyond your control:

• Clients who cancel or no-show within their first 30 days
• Clients still within their initial 30-day window, until that window closes
• Clients who were charged greater than the initial estimate provided during booking
• Clients with an invalid payment method
  • If you retain a client with an invalid payment method, they will be included in the metric (you will receive credit for retaining this patient)
• Clients who move to a state you are not licensed to serve </aside>

Example calculation

Let’s say your last 30 new clients completed their first appointment with you.

• 18 returned for a second occurred session within 30 days
• 5 canceled or no-showed during their first 30 days and are excluded