What is client return rate?
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.
You should also be able to see patients who are approaching or due for follow-ups under the Insights tab, within the client return rate view.
How is client return rate calculated?
Client return rate is calculated on a rolling basis using your last 30 new clients with completed first appointments, using the following formula:
(# of clients who had 1 or more occurred follow-up appointment(s) within 30 days of their first session ÷ # of new clients with a completed first appointment, minus exclusions below) × 100 = client return rate
The following metrics are included in the client return rate calculation:
Client pool: your last 30 new clients with completed first appointments
Returning client definition: a client who completed their first appointment and at least one additional appointment within 30 days of their first session start time
Booking source: both Fay-sourced and provider-sourced clients are included
The following are excluded from the client return rate calculation:
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 differently than the price estimator
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
Because of these exclusions, the client return rate percentage may not always reflect your full active caseload, even if many of your current patients have had a second occurred appointment within 30 days of their first appointment.
Why does client return rate matter?
Client return rate is a key indicator of early client retention. When a client returns after their first session, it signals trust in you as their provider, confidence in the care plan, and alignment between their goals and your approach.
How do I learn more about client return rate?
Additional information on client return rate is available in this article.