Retention vs Client Attendance [And Retention is not the answer]

Do you (or your practitioners) know the difference? Is there an understanding on the importance of the difference?

Retention is calculated on the number of average sessions attended over the client journey.

To get this number, you take the number of clients on your caseload and divide by the number of sessions you provided. Example: 150 clients on my books / 300 sessions provided. This means my retention is 2.

Client attendance is the percentage of appointments that are booked by the client and then attended.

To figure this number out; you'll need to look at the number of clients booked / divide by / the number of clients attended. Example: I have 20 clients booked in this week / 10 clients who attended. This means my client attendance is 50%.

Watch my free training on this here:

First Published: Dec 2019

Last Updated: 5 Dec 2022

Last Reviewed: 4 Feb 2025