Guide · Booking measurement
How to measure your gym’s 30-day booking rate
Divide new inquiries that produce a verified booking within 30 days by all new inquiries in the same reporting group. Give every inquiry its full window and count each booked inquiry once. Multiply by 100 to express the rate as a percentage.
Define the inquiry you will count
For this report, use a unique new family inquiry about starting training or booking an initial assessment. Record the first inquiry time and a stable identifier. Keep later replies and a switch from website chat to text linked to that same inquiry. Keep existing-member scheduling requests separate from new-family inquiries.
Decide your counting rules before reviewing outcomes. Exclude obvious spam and staff tests using documented rules, but keep genuine new inquiries that do not book, including families who decline or do not fit your offer. If you also want a qualified-inquiry report, label it separately. Removing unsuccessful inquiries from the main denominator hides the work your inquiry process actually receives.
Match each inquiry to a verified booking
Record when the first confirmed appointment was created, not just the date the family will visit. Count a booking when its creation falls within 30 days after that inquiry began. The appointment itself can take place later. A proposed time, an opened booking page or a parent saying they are interested does not establish that a booking exists.
Keep a simple sheet or report you can reconcile with the calendar. If a family books several visits from the same inquiry, count that inquiry’s first successful booking once for this rate. Count a reschedule under the original inquiry's existing booking result. If siblings have separate appointments under one family inquiry, keep the same rule rather than silently changing the denominator to athletes.
- Record the inquiry identifier, first inquiry timestamp and original source.
- Link the verified appointment record and booking creation timestamp.
- Mark whether the booking falls inside that inquiry’s 30-day window.
- Keep later attendance, cancellations and reschedules in separate outcome fields.
Give the inquiry group time to finish
Choose a reporting group by when inquiries arrived, such as a calendar month. Then wait until the last inquiry in that group has had its full 30-day opportunity to book before calling the result final. Use a consistent reporting time zone and document the exact start and cutoff timestamps so staff can reproduce the count.
A live report can still be useful, but label it preliminary when some windows remain open. Appointments created this month can belong to earlier inquiries, while recent inquiries may still have time to book. That calculation mixes different groups and answers a different question from the defined 30-day booking rate.
Calculate the rate from your records
Booking rate = inquiries with a verified first booking within 30 days ÷ all new inquiries in the completed reporting group × 100. Take both counts from the same inquiry list. In a spreadsheet, mark each inquiry that meets the booking rule, total those marked rows and divide by the full inquiry count. Format the result as a percentage and show both counts beside it.
Keep a booking made after its inquiry’s 30-day window out of this numerator, even if it is welcome business. Track it separately as a later booking. If an in-window appointment is later canceled, it still represents a completed booking for this definition. Report cancellation and attendance outcomes alongside the rate so the booking figure does not imply that every family attended.
Reconcile duplicate conversations before drawing conclusions
Check a sample of source conversations against the report. Northstar Performance might receive “Can I book an assessment for Maya?” through website chat, followed by “I asked about Maya on your site” by text. Those can belong to the same inquiry. Confirm the connection using the parent’s contact details and thread context, rather than matching only an athlete’s first name.
A staff clarification could be: “Hi, this is Alex at Northstar Performance. Is this about the assessment you asked us about on our website?” Ask only when the connection is unclear and matters to the conversation. Keep duplicate records linked in your reporting process, and preserve the original inquiry timestamp so a channel change does not restart the measurement window.
Use the result to inspect the next obstacle
Compare completed inquiry groups using consistent definitions. Show the inquiry and booking counts beside the rate, and review changes in source, eligibility or calendar capacity before crediting a script change. A rate alone cannot tell you whether parents lacked suitable times, needed unanswered information or chose a different option. Read unresolved conversations to find the specific issue you can address.
Plyo has a mobile-friendly dashboard showing results, its activity and items needing attention. It also says “booked” only after the calendar returns an appointment record. Use your inquiry and appointment records to calculate the rate defined here. Reconcile each counted booking with its appointment record and keep the reporting window consistent.
Frequently asked questions
What if there are no new inquiries in the reporting group?
Report the rate as not applicable and show the inquiry count. Division by zero does not produce a meaningful booking rate. Keeping an empty period visible is more useful than displaying a percentage that could be mistaken for a measured conversion result.
Does a visit need to happen within 30 days?
No. This definition uses when the booking was created, measured from the inquiry timestamp. The visit may take place later. Attendance is a separate outcome and should be measured separately if you want to understand how many booked families actually arrived.
What if staff book the parent after an assistant starts the conversation?
Include the verified booking if it belongs to an inquiry in the group and falls within its window. The gym’s overall rate measures the inquiry outcome. If you also study who handled each stage, keep those attribution fields separate and avoid counting the booking twice.
What booking rate should we aim for?
Start with your own completed inquiry groups and the obstacles visible in their conversations. Review capacity, inquiry sources and eligibility alongside the rate. Choose a specific improvement, such as resolving unanswered questions, and compare completed groups using the same counting rules.
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Last reviewed 2026-10-17.