74 Basic Appointment Scheduling Statistics: 2021 Data Analysis & Market Share

A new version of this article, featuring the latest data and statistics, is available. Check out our report on Appointment Scheduling Software Statistics for 2022.

If your business is one of those appointment-based companies, you ought to know how important booking is to your cash flow. To stay competitive, you should pay attention to the way you set appointment schedules. But to do so, you have to be ready to change the way you set appointments. For example, you have to stop relying on conventional methods such as phone calls, texting, and paper calendars. What you need to do is take care of all your booking requirements using appointment scheduling software.

Appointment scheduling software or booking software helps businesses not just in setting schedules but also in many other ways like promoting customer loyalty, improving efficiency, and increasing income by plugging revenue leaks from no-shows.

To make things clearer, we have compiled the most relevant statistics, starting with the appointment scheduling software market and on to the use of online appointment scheduling in different industries. This reading should help you better appreciate the value of online booking statistics and recognize the benefits that come with appointment scheduling and help you decide if the technology is right for you.

Appointment scheduling software benefits helped push these systems into adoption by different industries. This is reflected in much-improved order volumes in the online booking market, including increased mobile bookings and the expansion of the technology in sectors like the restaurant, healthcare, and spa industries. This massive adoption led analysts to believe that online bookings have become the new norm.  Check out the following statistics that prove the authenticity of this trend.

Appointment Scheduling Software Market Statistics

According to a recent online booking market report, the global online booking software market continues to expand. It is expected to experience a compound annual growth rate of 15.1% through the year 2024, with its total market value reaching $360 million. The United States continues to have the largest share of the total online booking market size, though the Asia Pacific—through China and India—is expected to overtake the US. The increasing use of a top appointment tool to improve efficiency will drive this growth. However, the prices of these platforms may decline as a result of the continued entry of more vendors into the market.

• $546.31 million – the estimated value of the appointment software scheduling market in 2026. (Allied Market Research, 2019)
• 13.1% – The estimated growth rate of the appointment scheduling market in 2026. (Allied Market Research, 2019)
• North America is expected to continue to dominate the market. (Allied Market Research, 2019)
• The use of appointment scheduling software in facilities management and the increased demand for such tools for smart cities development are expected to drive the growth. (Allied Market Research, 2019)
• SaaS companies will continue to hold the largest market share of the sector. (Allied Market Research, 2019)
• 14.6% – The estimated annual growth rate of the appointment scheduling software market’s native mobile app segment. (Allied Market Research, 2019)
• The Asia-Pacific region is seen to achieve the highest growth at a CAGR of 15.3%. (Allied Market Research, 2019)
• Increased Internet connectivity and smartphone penetration in the region is expected to drive growth. (Allied Market Research, 2019)
• $360 million – The estimated value of the global appointment scheduling software market in 2024. (Reports Intellect, 2019)
• 15.1% – The estimated compound annual growth rate of the appointment scheduling software market. (Reports Intellect, 2019)
• 40% – The US share of the total market. (ReportsnReports, 2018)
• Lack of technological awareness is seen to hinder the sector’s growth. (ReportsnReports, 2018)
• 0 to $150 per month – The price range of appointment scheduling software. (Reports Intellect, 2019)

General Appointment Scheduling Statistics

• 46% of these appointments were made by clients while 54% were booked by staff. (BookedIn, 2019)
• 46% of these appointments were made by clients while 54% were booked by staff. (BookedIn, 2019)
• 82% of clients use mobile devices to book appointments while 16% and 2% are made from desktops and tablets, respectively. (BookedIn, 2019)
• 41% of booking services are found through social media, 29% are direct, 25% through referral websites and 4.4% via organic search. (BookedIn, 2019)
• 36% of online bookings come through Instagram, 22% through Facebook, (BookedIn, 2019)
• Monday and Wednesdays are the most popular days for booking online appointments. (BookedIn, 2019)
• The top industries that require upfront payments (deposits) include photographers, driving schools, Tattoo artists and shops, Hair and beauty salons, and eyelash services. (BookedIn, 2019)
• 28% of bookings happen in the evening after salons close. (Phorest, 2019)
• 18% of bookings happen during early mornings before salons open. (Phorest, 2019)
• 54% of bookings that happen during working hours are made on the go. (Phorest, 2019)
• 46% of bookings could be lost if spas do not offer online booking or app booking. (Phorest, 2019)
• 32% of salons and spas say that online booking is the most important feature of a salon’s website. (Phorest, 2019)
• 54% of bookings that happen during working hours are made on the go. (Phorest, 2019)
• Online booking has been found to reduce staff labor. (Journal of Medical Internet Research, 2017)
• 58% of healthcare providers use online booking. (10to8, 2018)
• 45 hours is the average lead time between booking and service fulfillment. (LSA Insider, 2016)
• 76% of clients use mobile devices to book appointments. (Bookedin, 2018)
• 29% – the percentage of reduction in no-shows with automated reminders (Bookedin, 2018)
• Sundays from 4:00 to 8:00 PM is the most popular day and time to book appointments. (10to8, 2018)
• 70% of salon and spa appointments are booked from mobile devices. (Zenoti)

Most Popular Appointment Scheduling Software

1. Square Appointments. An intuitive online appointment management software with an interactive calendar, embeddable booking widgets, and appointment history tracking. Read our Square Appointments review to see its complete feature set.
2. Acuity Scheduling. A flexible appointment scheduling system that supports branded reminders, payment processing, and time zone adjustment. Learn more about the product in this Acuity Scheduling review.
3. Calendly. A team scheduling and appointment management tool with calendar integration, reporting options, as well as custom notifications. View our Calendly review for more information.
4. TeamUp. An appointment management system with self-service options, one-off scheduling, attendance tracking, as well as waitlisting. To learn what else this product has to offer, take a look at our TeamUp review.
5. Checkfront. An online booking management solution offering inventory management, payment processing, and Facebook integration for a more streamlined operations. Check out this Checkfront review if you want more details about this product.

Medical Appointment Scheduling Statistics

Among the organizations that make use of scheduling appointment tools, healthcare providers are seen to benefit the most as proper care hinges on the timely fulfillment of medical appointments. There are still holdovers, of course, but many already use appointment scheduling systems because of their flexible pricing and accessibility. Also, many patients have been found to prefer online appointment booking.

Here, we’ll likewise reveal how the COVID-19 pandemic has influenced appointment scheduling in the healthcare setting, which is true especially in the reduction of no-shows.

Healthcare providers use appointment scheduling platforms to reduce no-shows and ensure that patients get the service they deserve in a timely manner. But in case you need more feature-rich platforms, there are ideal medical practice management tools that you can easily find in the market. Let’s take a look at relevant online booking data on how appointment scheduling has been benefiting these businesses.

• 43% of patients prefer to book appointments online. (Kyruus, 2020)
• 24.1 days – The average waiting time for a physician appointment for the largest metro markets. (patientpop.com, 2020)
• 11.4 million appointments from February 1 through May 1, 2020 were canceled by the US Veterans Health Administration due to the COVID-19 pandemic. (US Veterans Affairs, 2020)
• 32% of these had no indication of follow-up or tracking. (US Veterans Affairs, 2020)
• 68% had evidence of follow up or other tracking. (US Veterans Affairs, 2020)
• 1.1 million of the canceled appointments were converted to phone or video appointments. (US Veterans Affairs, 2020)
• 2.8 million virtual appointments were completed during March and April 2020. (US Veterans Affairs, 2020)
• 154% – The increase in telehealth visits during the last week of March 2020. (US Center for Disease Control, 2020)
• 50% – The rate increase in the number of telehealth visits during the first quarter of 2020. (US Center for Disease Control, 2020)
• 16.2% The increase in the proportion of COVID-19 related encounters during the last three weeks of March 2020. (US Center for Disease Control, 2020)
• 93% of telehealth patients sought care for conditions other than COVID-19. (US Center for Disease Control, 2020)
• 73% – The percentage of persons aged 18 to 49 years during the first week of January 2020. (US Center for Disease Control, 2020)
• 3.5% of telehealth encounters in 2020 involved children less than five years old. (US Center for Disease Control, 2020)
• 16.2% The proportion of COVID-19-related telehealth encounters. (US Center for Disease Control, 2020)
• 69% of telehealth patients during the early pandemic period were managed at home. (US Center for Disease Control, 2020)
• 35% – The percentage of non-attendance for patients who receive email reminders. (Odoxa, 2020)
• 3% to 80% – The non-attendance rates among patients who make appointments. (Odoxa, 2020)
• In France, 97% of doctors are confronted with no-shows. (Odoxa, 2020)
• 54% of patients and 42% of doctors in France use online appointment bookings. (Odoxa, 2020)
• 72% of patients and 60% of healthcare professionals say online appointment booking platforms encourage patients to keep appointments. (Odoxa, 2020)
• 57% of consumers go online when searching for a new healthcare provider, (Kyruus, 2020)
• 40% of patients say that virtual care access is now a highly important factor when selecting a provider. (Kyruus, 2020)
• 48% of patients prefer to schedule appointments by phone, (Kyruus, 2020)
• 48% of patients prefer to schedule appointments by phone, (Kyruus, 2020)
• 43% of patients now prefer to book online—a trend that continues to rise each year. (Kyruus, 2020)
• One-third of patients prefer to schedule their dental appointments online. (Dentavox, 2020)
• 46% of dental patients prefer to book appointments by phone. (Dentavox, 2020)
• 51% of patients have booked dental appointments online. (Dentavox, 2020)
• 52% of patients say booking dental appointments online saves time. (Dentavox, 2020)
• 14% of dental patients see online booking systems as easy to use. (Dentavox, 2020)
• 10% of dental patients say online booking minimizes time spent outside of work. (Dentavox, 2020)
• 27% of patients say online booking’s requirement of an internet connection is a disadvantage. (Dentavox, 2020)
• 12% of dental patients say that online booking systems do not allow patients to ask questions. (Dentavox, 2020)
• 11% of dental patients see no disadvantages in online booking. (Dentavox, 2020)
• Dental patients’ reasons for not booking online include options not offered by the dentist (37%), prefers to call (24%), prefers to book on the spot, and the booking was done by someone else (7%). (Dentavox, 2020)
• A no-show rate of 12% can cost a vascular laboratory $89,107 annually. (Risk Management and Healthcare Policy, 2020)
• A 5% reduction in no-shows increases a laboratory’s revenue by $51,769 annually. (Risk Management and Healthcare Policy, 2020)
• Pediatrics has been found to face the highest no-show rates among medical specialties. (Risk Management and Healthcare Policy, 2020)
• Call reminders have been found to increase appointment cancellations but not no-show rates among patients. (Risk Management and Healthcare Policy, 2020)

Appointment Scheduling by Users Statistics

Appointment scheduling solutions have become a staple among different business types and individuals. They make it easy for businesses to offer their services and set up meetings. They benefit large and small companies—SMBs are heavily dependent on these tools.  Clearly, they work for businesses and individuals.

• 54% of bookings that happen during working hours are made on the go. (Phorest, 2019)
• 82% of clients use mobile devices to book appointments while 16% and 2% are made from desktops and tablets, respectively. (BookedIn, 2019)
• 74% of clients cancel bookings through email while 26% do it via SMS. (BookedIn, 2019)
• 68% of patients say they’re more likely to choose practices that offer the option to book, change, or cancel appointments online. (patientpop.com, 2020)
• 63% of telehealth encounters involved female patients. (US Center for Disease Control, 2020)
• 18-49 years – The median age of most telehealth encounters. (US Center for Disease Control, 2020)
• 60% – the percentage of online booking rates that spas and salons can achieve. (Zenoti)
• Spa and salon customers who book online make frequent visits. (Zenoti)
• 38% of spa and salon bookings go for same-day appointments. (Zenoti)
• 79% of appointments booked by men are for cycling and triathlon coaching appointments. (Zenoti)
• 88% of appointments booked by women are with beauty salons and spas. (Zenoti)

Appointment Scheduling and Millennials Statistics

It’s undeniable that the millennial generation is one of the fastest-growing consumer segments around. Millennials or individuals between the ages of 20 and 35 would dominate the workforce in the near future; for that, they deserve their own stats. Members of this age group would become a major global economic force, gaining control of the market to the tune of around $19 to $24 trillion. Not only that, millennials and Gen Xers prefer virtual care these days.

• 50% of millennials and Gen Xers would switch to providers who offer virtual care. (Kyruus, 2020)
• 25% of all service appointments booked online are made by millennials. (Affinitiv, 2019)
• Millennials’ online booking rate has increased by 6.5% as of 2019. (Affinitiv, 2019)

Financial and Time Savings from Online Booking Statistics

Appointment scheduling tools render the process of online booking easy. They offer huge cost savings. Virtually all types of booking-dependent businesses can realize such benefits from online booking. Find out more about these benefits by reading the statistics listed below.

• $3.2 billion – the estimated value savings from using online appointment scheduling. (You Can Book Me, n.d.)
• 39% of Gen Z individuals prefer receiving customer service by phone, making online appointment scheduling vital to retaining a younger client base. (You Can Book Me)
• 61% – the estimated airfare cost savings from advanced online booking. (Travel Agent Central, 2018)
• US travelers book tickets at an average of 22 days in advance for domestic trips. (Travel Agent Central, 2018)
• This accounts for 29% of all advance ticket bookings for corporate travelers. (Travel Agent Central, 2018)
• $1,260 – The average price of domestic trip tickets that are booked 22 days in advance. (Travel Agent Central, 2018)

How can online booking improve customer retention?

Customer retention is vital for sustained business growth, and online appointment scheduling can play a key role in fostering customer loyalty. Here are ways in which online booking helps improve customer retention:

• Convenience and Accessibility: Online booking systems allow customers to schedule appointments anytime, anywhere, removing the hassle of calling during business hours. This convenience encourages them to return to a business that meets their needs with minimal effort.
• Automated Reminders and Follow-Ups: Automated reminders sent via SMS or email help reduce missed appointments. Follow-up messages or post-appointment surveys can further engage customers, giving them the impression that the business values their feedback and satisfaction.
• Personalized Customer Experience: Some scheduling tools enable businesses to store customer preferences and appointment history. Personalized services, such as recommending relevant services or special offers, foster a sense of loyalty and encourage repeat bookings.
• Increased Flexibility with Rescheduling: Customers appreciate flexibility. An online system allows them to reschedule or cancel appointments easily without needing to wait on hold or speak to a representative, creating a seamless experience that increases the likelihood of them rebooking in the future.
• Enhanced Communication Channels: Many online booking platforms integrate with social media and other digital channels, allowing businesses to communicate with customers effectively. Engaging customers on their preferred platforms helps maintain strong relationships and keeps the business top of mind.
• Special Offers and Loyalty Programs: Online booking systems often support loyalty programs or promotional offers. Businesses can use these features to reward repeat customers or offer discounts, enhancing the perceived value and encouraging customers to book again.

Online Appointment Software: Why It’s Worth Buying

Cloud-based appointment scheduling software has become popular and for a good reason. They offer accessibility, quick and easy appointment scheduling, and significant time and cost savings. They automate many manual processes, virtually eliminating errors from human intervention. Next, we take a look at some of the other benefits that online appointment scheduling has to offer. 

Accessibility

As with any other cloud-deployed solutions, most online appointment scheduling platforms can be accessed anytime, anywhere. Users can easily use these systems from the comfort of their mobile devices, allowing them to respond to essential appointment messages in real-time.

No More Missed Appointments

No-shows can be a real headache for many businesses. These include disappointing results and lost income. Appointment scheduling software easily resolve this. They set automated reminders via SMS or email.

Error Reduction

Manual appointment scheduling is notoriously prone to mistakes, errors that could result in cancellations, double bookings, and lost income. The use of age-old methods like paper calendars, SMS, and phone calls can produce such complications. By having all pertinent appointment information within your reach, appointment scheduling software can reduce these.

Reporting Capabilities

Many appointment scheduling tools have reporting features that you can use to monitor valuable customers. Insights offered by these reports can help you decide better based on the insights just presented.

For better or worse, the COVID-19 pandemic has affected the way people book appointments. These days, many have been embracing appointment scheduling software in an attempt to minimize the threat of catching the disease, a move that has also somehow resulted in the reduction of no-shows.

And we’re just about done. The statistics presented here will help you see appointment scheduling solutions as tools for growth. As such, they remain important to many industries. They cater to just about any business size or type. Among others, small clinics, restaurants, or salons have been using them. But if you happen to be a small salon owner, you may want to explore these cloud-based salon management software solutions, which also have booking features and more.

Key Insights

• Market Growth: The global online booking software market is projected to reach $360 million by 2024, with a compound annual growth rate (CAGR) of 15.1%. By 2026, this market is estimated to be valued at $546.31 million with a CAGR of 13.1%.
• Regional Dominance: North America currently holds the largest market share, but the Asia-Pacific region, driven by China and India, is expected to achieve the highest growth rate at 15.3% CAGR.
• Sector Adoption: The healthcare, wellness, and beauty industries are leading adopters of online booking systems. Notably, 58% of healthcare providers use online booking to reduce no-shows and improve patient experience.
• Consumer Behavior: A significant portion of bookings (82%) is made via mobile devices. Social media platforms, particularly Instagram and Facebook, play a crucial role in how customers find and use online booking services.
• Financial Impact: Online appointment scheduling has been shown to save businesses considerable amounts of money. For instance, reducing no-shows by 5% can increase a laboratory’s revenue by $51,769 annually.
• Technological Benefits: Online booking systems offer automated reminders, error reduction, and detailed reporting capabilities, making them indispensable for improving operational efficiency and customer satisfaction.

FAQ

1. What is appointment scheduling software? Appointment scheduling software is a digital tool that helps businesses manage bookings and appointments. It allows customers to schedule, reschedule, or cancel appointments online, reducing the reliance on traditional methods such as phone calls and paper calendars.
2. How does appointment scheduling software benefit businesses? It improves operational efficiency by automating booking processes, reduces no-shows through automated reminders, enhances customer experience, and provides detailed reporting for better decision-making.
3. Which industries benefit the most from online booking systems? The healthcare, wellness, beauty, and fitness industries benefit significantly from online booking systems. These tools help manage patient appointments, reduce no-shows, and streamline operations.
4. What is the projected growth of the online booking software market? The market is expected to grow at a compound annual growth rate (CAGR) of 15.1% through 2024, reaching an estimated value of $360 million. By 2026, the market is projected to be worth $546.31 million with a CAGR of 13.1%.
5. What are the primary features of appointment scheduling software? Key features include automated reminders, calendar management, mobile accessibility, payment processing, integration with social media and websites, and reporting capabilities.
6. How has the COVID-19 pandemic impacted the use of appointment scheduling software? The pandemic has accelerated the adoption of online booking systems, especially in healthcare, to minimize in-person interactions and reduce the risk of spreading the virus. This shift has also contributed to a reduction in no-shows.
7. What are the most popular appointment scheduling software options? Popular options include Square Appointments, Acuity Scheduling, Calendly, TeamUp, and Checkfront. Each offers unique features tailored to different business needs.
8. How do online booking systems enhance customer experience? They offer convenience by allowing customers to book appointments anytime, anywhere. Automated reminders reduce the likelihood of missed appointments, and easy rescheduling options improve overall satisfaction.

References:

1. 10to8. (2018). Infographic: Appointment scheduling trends in 2018. Retrieved from 10to8
2. Affinitiv. (2019). Millennial Expectations and Online Scheduling. Retrieved from Affinitiv
3. Allied Market Research. (2019). Appointment Scheduling Software Market Outlook – 2026. Retrieved from Allied Market Research
4. Bookedin. (2018). 2018 Online Appointment Booking Statistics . Retrieved from Bookedin
5. Bookedin. (2019). Online Booking: 2019 A Year in Review. Retrieved from Bookedin
6. CDC. (2020). Trends in the Use of Telehealth During the Emergence of the COVID-19 Pandemic — United States, January–March 2020. Retrieved from CDC
7. Dentavox. (2020). Why Dental Patients Prefer to Book Appointments Online. Retrieved from Dentavox
8. Journal of Medical Internet Research. (2017). Web-Based Medical Appointment Systems: A Systematic Review. Retrieved from Journal of Medical Internet Research
9. Kyruus. (2020). 2020 PATIENT ACCESS JOURNEY REPORT. Retrieved from Kyruus
10. LSA Insider. (2016). Study: 40% of Online Appointment Scheduling Happening After Hours. Retrieved from LSA Insider
11. NCBI. (2020). Evaluating the Impact of Patient No-Shows on Service Quality. Retrieved from NCBI
12. Odoxa. (2020). Unfulfilled appointments by patients are a plague for physicians. Retrieved from Odoxa
13. PatientPop. (2020). 10 online scheduling stats healthcare practices should know. Retrieved from PatientPop
14. Phorest. (2019). Your Customers Tell Us Exactly What They Want To See On A Salon or Spa Website. Retrieved from Phorest
15. Reports Intellect. (2019). Global Appointment Scheduling Software Market Growth (Status and Outlook) 2019-2024. Retrieved from Reports Intellect
16. ReportsnReports. (2018). Global and United States Appointment Scheduling Software Market Research by Company, Type & Application 2013-2025. Retrieved from ReportsnReports
17. Travel Agent Central. (2018). Stats: Advance Booking Can Save 61% On Economy Airfare. Retrieved from Travel Agent Central
18. US Department of Veterans Affairs. (2020). Appointment Management During the COVID-19 Pandemic. Retrieved from US Department of Veterans Affairs
19. You Can Book Me. (n.d.). Why More and More Companies Use Online Scheduling Tools. Retrieved from You Can Book Me
20. Zenoti. (n.d.). Online Booking Trends for Salons & Spas. Retrieved from Zenoti 

By Astrid Eira

Astrid Eira is a resident B2B expert of FinancesOnline, focusing on the SaaS niche. She specializes in accounting and human resource management software, writing honest and straightforward reviews of some of the most popular systems around. Being a small business owner herself, Astrid uses her expertise to help educate business owners and entrepreneurs on how new technology can help them run their operations. She's an avid fan of the outdoors, where you'll find her when she's not crunching numbers or testing out new software.