Definition
Appointment show rate is the percentage of scheduled appointments where the customer actually arrives. Dealerships track it for sales appointments set by salespeople or the BDC and for service appointments. It shows how many booked appointments turn into real visits.
Pasch Group Dealer Glossary
What it means for a dealership
The math is simple: customers who arrived divided by appointments scheduled for the same period. Decide up front how to count reschedules and same-day bookings, so the number means the same thing every month and for every agent.
Show rate links lead handling to sales. A team that sets many appointments but has a low show rate may be booking shoppers who were not ready, or may not be confirming appointments. Confirmation is the simplest fix. Confirm by text and by phone, give the customer a named person to ask for and make it easy to reschedule instead of skipping.
In service, show rate decides whether a full schedule turns into billed work. No-shows leave technicians and bays idle, so service teams send reminders and confirm the day before. Track show rate by source as well, because appointments booked by a BDC, an online scheduler or an AI assistant can behave differently.
In practice
A BDC agent books a Saturday test drive on Thursday. On Friday she texts the customer the salesperson’s name and a photo of the car, asks them to reply YES to confirm and includes a link to reschedule. The customer confirms and arrives on time.
Questions
How do you calculate appointment show rate?
Divide the number of customers who arrived by the number of appointments scheduled for the same period, then multiply by 100. Decide how to count reschedules and same-day bookings, and keep the rule the same so month-to-month comparisons are fair.
Updated October 11, 2026