How is the cancellation rate calculated?
Cancellation rate:
- The Cancellation rate is one of the criteria for SuperCoach program. Coaches will need to keep it at 3% or lower to qualify.
- The Cancellation rate is calculated on a sliding 12-month assessment period. Every 3 months, coaches' metrics over the past year are reviewed.
- Only sessions that were cancelled and booked within the 12-month assessment period are included in the calculation.
- Cancellation rate is calculated using this formula:
- Cancellation rate (%) =
(Cancelled Sessions/Booked Sessions) * 100
- Cancellation rate (%) =
- Only sessions cancelled by the coach count toward the number of Cancelled sessions. Sessions cancelled by clients do not count towards that number.
- If a coach misses a session (no-show) then that session is counted as having been cancelled by the coach.
Example:
- 3 cancelled sessions in the 12-month assessment period.
- 100 booked sessions in the 12-month assessment period.
- Cancelled rate = (3 ÷ 100) × 100 = 3%