Cancellation rate isn’t just a number to track. It’s a diagnosis waiting to happen. Why are customers cancelling? No availability, found someone else, bad timing, the problem resolved itself. Every reason tells you something different about your operation. If I had to pick one number to attack first on the dashboard, this is it.
@officialchadpetermanTranscript
When I look at these dashboards, the number that I would attack first is cancellation rate. Let me tell you why. When we look at cancellation rate, there's a lot more to it than what you think. Why are customers canceling? Is it that we didn't have availability? Is it that they found someone else? Was it timing? Did the problem fix itself? All of these can be reasons as to why a call cancels. The key is determining what that tells you about your operational efficiency. Do you need more text to create more availability? Do you have a time slot problem? Whatever it is, you need to dig all the way in to what is your cancellation rate and, more importantly, what is affecting it.
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