ChirplyA practical example
Of 100 original slots, 75 were attended, 10 canceled, 5 rescheduled and 10 became no-shows. Attendance divided by all 100 slots is 75%. Removing canceled and rescheduled slots from the denominator gives 75 divided by 85, or 88.24%.
How to use this concept
Use a completed cohort with mutually exclusive final outcomes. A slot counted as rescheduled should not also count as canceled. The replacement booking belongs to its own cohort when measuring what happened to the original scheduled slots.
Resolve pending outcomes before interpreting the remainder as no-shows. Future appointments and missing attendance records need their own handling; subtracting them from scheduled counts would create an inaccurate no-show figure.
Keep raw outcome counts beside the percentage and name the rate definition in client reports. When reviewing reminders or booking changes, compare similar services, lead times and reporting windows. Use controlled workflow tests to verify message timing and the reschedule path.
Which attendance rate should a team report?
Choose the denominator that matches the operational question and label it clearly. Gross rate describes attendance across the original scheduled cohort. An adjusted rate describes attendance among slots remaining after specified exclusions. Reporting both with counts makes the distinction visible.