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Your salon rebooking rate is the share of clients who book their next appointment before they leave, usually counted as a future booking made within 24 hours of the visit. Published benchmarks disagree because they use different definitions: Kitomba's data put average hair rebooking at 52% in Australia and 57% in New Zealand, with top businesses at 80% or more, while Zenoti puts its industry average at 10%. Pick one definition, track it monthly and compare yourself with yourself.
It's the percentage of clients who leave with their next appointment already in the book. Most salon software counts a client as rebooked if a future appointment is made within a short window of the visit. Kitomba, for example, counts a client as rebooked when they book a future appointment within 24 hours of the previous one; if they book later than that but within three months (92 days), Kitomba counts them as retained rather than rebooked (Kitomba).
That makes rebooking rate different from two numbers it often gets mixed up with:
The basic formula is simple:
Rebooking rate = clients who booked a future appointment within your window ÷ total clients seen in the period × 100.
So if 200 clients came in last month and 110 of them left with their next appointment booked, your rebooking rate for the month is 55%. A few choices change the answer, so write yours down and keep it the same every month:
There's no single industry figure, because the published numbers measure different things in different markets:
The gap between these figures comes from definitions, data sources and markets, so don't hold your number against all of them at once. The practical benchmark is your own trend: if your rate rises month over month using the same definition, you're improving.
Most salon booking systems include a rebooking or retention report, often per staff member. Kitomba, for example, shows rebooking rate in its Business Summary report and lets you compare with its anonymous Benchmark data (Kitomba). If you can't find a report, search your software's help centre for "rebooking" or "retention", or export appointments and count future bookings made on the visit day.
CallPad is an AI receptionist for salons, spas and clinics. It answers calls 24/7 and books, moves and cancels appointments in real time on supported booking systems, so the client who calls to rebook gets booked even when the whole team is with clients. It makes "you can always call to move it" true at any hour, which takes away one of the main reasons clients don't commit to a future date. CallPad sends missed-call text-backs, and when a slot opens up it texts the clients on your waitlist.
It's the percentage of clients who book their next appointment before or shortly after they leave, usually within 24 hours of the visit. It shows how much of next month's book is already secured.
Divide the number of clients who booked a future appointment within your chosen window (for example 24 hours) by the total number of clients seen in the period, then multiply by 100. Keep the same window every month so the trend is comparable.
Published figures vary with definitions and markets. Kitomba's Australian and New Zealand data put average hair rebooking at 52 to 57% with top businesses at 80% or more, while Zenoti puts its industry average at 10% and top earners at 30% within 24 hours. Use one definition and aim to improve on your own trend.
No. Rebooking rate counts clients who book their next visit straight away. Retention rate counts clients who come back at all over a period, however and whenever they book.
Yes. CallPad answers calls 24/7 and books, moves and cancels appointments in real time on supported booking systems, so a client who calls to rebook or move an appointment gets it done on the call. When a slot opens up, CallPad texts the clients on your waitlist.
Get a quote for your salon, or hear CallPad answer a real salon call.
