No matter the reason, online appointment scheduling statistics provide some interesting details when it comes to setting up an appointment.
Most people prefer to schedule appointments online as it’s much more efficient for both parties involved.
Scheduling appointments online offers more than one benefit, many of which are too good to ignore.
40% of all online appointments are made outside of business owners.
Things like this make sense, considering people have their own jobs to take care of and may not be able to make the call during the call.
With so many nuances surrounding online booking, this article will provide a few statistics regarding the topic from multiple viewpoints.
Key Statistics
- 67% of all patients prefer booking their appointments online
- Only 33% of respondents prefer to book an appointment by phone
- 26% of appointments made online are scheduled for the same or the next day
- Businesses can grow their customer base by 26% by using online scheduling systems
- The scheduling software market is expected to grow to $633.48 million by 2025
- Online bookings can reduce staff labor by 50%
- Businesses see a 90% reduction in no-show rates thanks to appointment reminders
- 39% of the scheduling software market’s growth comes from North America alone
- Around 700 million people will schedule appointments online in 2023
Online Appointment Scheduling Statistics: An Overview
As the world continues to become a busier place, many companies offer online scheduling to help reduce their workload.
On top of that, scheduling software gives customers the ability to schedule an appointment at any hour of the day.
No matter which way you look at it, self-scheduling will always be more efficient.
Although there are plenty of people who still prefer to make a phone call, this is no longer the majority.
You’d be surprised at how large the scheduling software market is and the many ways it can affect businesses and their customers.
1. Most People Prefer to Book Appointments Online
It’s no secret why someone may prefer to book an appointment online.
In regard to phone calls, they can be rather time-consuming in comparison.
In this day and age, many people don’t have the luxury of wasting time on a phone call.
This is especially true thanks to online scheduling software.
Taking a look at the healthcare industry, 67% of patients choose to book their appointments through an online portal.
You’ll find this feature to be pretty common with many doctor’s offices, and it’s more efficient for both sides.
However, there are still plenty of people who prefer to schedule appointments over the phone to ensure no details are missed.
In some circumstances, scheduling portals can make mistakes in actually submitting the request, leading to unnecessary confusion.
This isn’t a common issue by any means, but scheduling appointments online isn’t effective 100% of the time.
(Zippia)
2. Appointments by Phone are Still Relevant
Even with the rise of online scheduling software, some people find it quicker to hop on a phone call.
This isn’t always the case, as the business may not pick up, or you could be put on hold.
In the event you don’t have access to a computer or want to deal with a mobile website, phone calls can do the trick.
33% of respondents say they’d rather book an appointment over the phone.
For some people, confirming an appointment with another person eases any concerns.
There are also plenty of people who don’t consider themselves very tech-savvy and would rather avoid dealing with a website.
As time goes on, there’s a good chance we’re likely to see this percentage get smaller.
Younger generations are prone to choose online portals over phone calls.
Some of it comes down to preferences, but the data shows that a majority of people prefer to book their appointments online.
(Zippia)
3. A Clear Benefit for Business Owners
For individuals running their own businesses, you’re always looking for effective ways to increase your customer base.
The simple introduction of online scheduling software is one way to do so, and there’s data to back this up.
It’s known that companies can increase their customer base by 26% merely by implementing a self-help scheduling system.
Moreover, many of the people who choose online scheduling are more likely to return as they appreciate the convenience.
Some potential customers may avoid a business entirely if they don’t offer such a feature.
We’re in an era of independence among many aspects of society, and there are a lot of people who appreciate self-help services.
If they’re able to get what they need done by themselves, many are more than happy to do so.
(TheSmallBusinessBlog)
4. Online Scheduling and Last Minute Plans
Statistics also tell us that there are many individuals who use online scheduling platforms due to last-minute plans.
Whether it’s for an oil change, haircut, or vet appointment, it isn’t uncommon to need to schedule a last-minute appointment.
Online scheduling systems can be helpful here as they can be accessed at any hour of the day.
If you’re looking to call to make an appointment, you’re limited to the business’s operating hours. Nevertheless, it helps to increase business, and people gain access to the services they need in a quicker timeframe.
Everyone wins with the help of online scheduling systems, but you’d also be surprised to learn how many businesses still don’t offer the feature.
Overall, 26% of customers use online scheduling as they prefer same-day or next-day appointments.
(TheSamllBusinessBlog)
5. The Scheduling Software Market
An angle many people don’t consider regarding this topic is the direction of the scheduling software market.
There’s a lot of money involved, and it’s looking like the industry will see an immense amount of growth over the next few years.
Here are a few highlights on the scheduling software market:
- The market is estimated to be worth $633.47 million by 2025
- It’s CAGR is expected to be 19%
- In 2021 alone, the market saw a growth rate of 15.72%
- North America accounts for the most market growth at 39%
Seeing success in more ways than one, the scheduling software market will only become a more prominent force for businesses moving forward.
It’s something that offers much more than time efficiency: a happy and growing customer base.
(EarrthWeb)
Important Stats for Business Owners
Regardless of your industry, scheduling software offers a broad range of benefits that are hard to ignore.
Although this type of feature is utilized more in some industries over the others, data shows that online booking is quickly becoming the norm.
Online scheduling software is still being adopted by many business owners.
By taking a look at the data below, you can get a more in-depth look at how scheduling software can affect a business’s relationships with its customers.
6. Industries That Use Online Booking
Although we can’t list every industry that uses online booking, there are a handful that lead the way.
Some industries rely on booking appointments with every single customer, so online booking is seen as a necessity.
In the chart below, you can get a look at some of the industries that utilize online booking software the most.
It’s pretty evident why businesses in these industries use online scheduling so much.
There are only a few generations left that remember what it was like to make appointments in these industries before the internet.
No matter which way you look at it, online scheduling is now an essential part of these industries and their business models.
(Zippia)
7. Financial Loss Related to Missed Appointments
Narrowing our view toward the healthcare industry, there’s a lot of lost money in missed appointments.
Part of what makes online scheduling so great is it can offer multiple types of reminders for patients.
Although this can be done with phone calls as well, people are more prone to view a text, email, or calendar alert than to answer a phone call.
Specifically focusing on medical appointments, the estimated financial loss that stems from missed appointments is roughly $150 billion every year.
That’s not only a large number but a number that’s gathered from a global viewpoint.
Of course, the healthcare industry heavily relies on scheduling software, but the financial loss between all industries is massive when it comes to missed appointments.
Aside from money issues, missed appointments can cause logistics complications, leading to more problems with money.
(Zippia)
8. People Schedule on the Off Days
Considering many individuals don’t have time during the week to deal with appointments, they wait until the weekend rolls around to handle it.
Unfortunately, when we rely entirely on phone calls, this could pose challenges as many businesses are closed on the weekends.
Statistics show us that most people prefer to schedule appointments on Sundays.
Even more so nowadays, with the prevalence of online scheduling software.
Monday and Wednesday are other popular days for scheduling appointments, but most people do this after hours once they get home from work.
The reality is that a majority of people don’t have time in the day to call or visit a business and schedule an appointment, so they do it online.
This is another reason why someone may not choose a business if they don’t offer online scheduling, as they’ll never get the chance to make an appointment otherwise.
(iMeetify)
9. Cut Down Labor by 50%
Although some people might worry this would affect people’s jobs, this isn’t the case.
When customers are able to set their own appointments, staff members can focus on more critical tasks.
Implementing online scheduling software can cut down labor by up to 50%.
This number will vary from one industry to the next, but it’s evident that setting appointments over the phone can be time-consuming for employees and customers alike.
Business owners will also experience more cost-efficiency with this approach, not to mention the revenue increase that stems from it.
In many cases, putting the scheduling in the hands of customers can cut down labor and increase revenue at the same time.
The ROI of online scheduling software speaks for itself, as the increase in revenue is something most business owners won’t be able to pass up.
(TheSmallBusinessBlog)
10. Healthy Revenue Increase
This won’t be the case for every company, but integrating online scheduling software can lead to a 37% increase in revenue on average.
When businesses offer more convenience to their customers, they’re bound to get a positive reaction.
You’ll find this benefit is partly why the industry is seeing such health growth over the next few years.
Many online scheduling services offer more tools than just scheduling appointments.
While customers can customize requests, businesses have an entire suite of tools in front of them.
Some of the best online scheduling services include the following features:
- Automated alerts for both parties
- Calendar management
- Resource scheduling
- Communications
- And more
Keep in mind that some services offer these features while others don’t.
You’ll find that there are plenty of business owners who struggle to find scheduling software that truly works for their needs.
With over 700 million expected to use online scheduling in 2023, there’s more than enough potential for small and large businesses to benefit.
Aside from market growth and revenue, there are other considerations when it comes to the future of online scheduling software.
(Webflow/EarthWeb)
Trends and Predictions for the Online Scheduling Market
It’s evident that there will be more money to be made in the online appointment scheduling market over the next five to ten years.
Other angles, such as consumer behavior, preferences, and how the software affects businesses in the future, are equally important.
Some might argue that this adds to an impersonal culture between customers and businesses, but it could also be seen as a necessity.
With a growing population and need for fast service, more and more people will be prone to work with businesses that offer online scheduling.
11. Reductions in No-Shows
With the help of online scheduling software and automated reminders, many businesses are experiencing a steep reduction in no-shows.
Missed appointments can be costly for businesses, but by making use of automated reminders, companies can reduce no-shows by 29%.
Most people miss appointments simply because they forget.
Automated reminders can be used on one or more occasions to briefly remind a customer about their appointment.
It also helps busy companies keep track of their appointments on a daily basis.
Revenue may be a big selling point for scheduling software, but the other nuances to its benefits are what really drives it home for business owners.
You won’t hear much argument from customers either, as most of them like being able to set an appointment at any hour of the day.
(Zippia)
12. Scheduling Outside of Normal Business Owners
A majority of customers schedule their appointments outside of most normal business hours, likely due to their jobs and other responsibilities during the day.
Stats show that many people schedule their appointments online anywhere between 4:00 p.m. and 8 p.m. on Sundays.
In the fast-changing environment of the world, people need more flexibility from businesses, and this is one way we can all meet in the middle.
When businesses started realizing they were missing out on business because many people couldn’t reach them during operating hours, many saw online scheduling as an essential solution.
In the competitive landscape of the corporate world, most businesses are always looking to stay one step ahead of direct competitors.
Online scheduling software has proven to give an advantage that’ll eventually become the norm.
(Zippia)
13. Customers are Switching Service Providers
In many different ways, statistics have shown that customers value efficiency a lot, sometimes to a surprising extent.
Research highlights that 94% of consumers are likely to switch to a provider that offers online scheduling features.
This can lead to lost customers for those who aren’t catching on and a positive for those on the other side of the coin.
We’re in a time where technology is taking precedence through a variety of mediums, and customers aren’t fighting it for the most part.
Over time, more business owners will be forced to adapt to changing norms or end up on the short end of the stick.
There will always be a demographic of customers who prefer in-person interactions, but the fact is that it simply isn’t the most efficient method.
In most cases, both businesses and customers will prefer more efficient methods of communication.
(iMeetify)
14. Device Preference Among Customers
Considering all of the capabilities of smartphones nowadays, a majority of people are setting their appointments on a smartphone.
One could argue that you could still make a phone call, but with internet access, people can easily set their own appointments in minutes.
Here’s data on which devices are most popular among customers who set their own appointments:
If a business leans into these preferences among customers, it could have an easier time increasing their customer base and overall revenue.
Now, the benefits mentioned aren’t a guarantee for every business, but it’s a positive endeavor that can go a long way.
It also takes much less labor to manage online appointments than manually entering every little detail.
Keep in mind that many online scheduling softwares provide customization options for the needs of various businesses and industries.
That means a single software can serve numerous industries, and businesses can adapt to the changing needs of a growing customer base.
It’s likely that online scheduling software won’t take over traditional methods 100%, but it will become the new norm.
While some people prefer a more direct and personable approach, others would rather handle the entire scheduling process themselves.
While some businesses are bound to be slow to this unavoidable change, many others are at the forefront and enjoying the experience.
The data points to nothing but positives for businesses and customers when utilizing online scheduling software.
With better revenue and happier customers, there’s no reason a business shouldn’t invest in the technology.
There’s also a psychological benefit to using online booking. 72% of patients admit that scheduling their own appointments helps them commit.
60% of healthcare professionals say the same.
When put in the hands of the individual customer, they’re more inclined to better manage their own time and commitments.
If someone else handles the whole process for them, the information may not feel as concrete.
15. Online Booking Offers Better Reach
Aside from an existing customer base, the benefit of online booking can potentially help a business reach a much broader audience.
Over 40% of online bookings stem from social media platforms.
Not only can people do this on websites, but many social platforms include booking integrations that businesses can use.
Other mediums that lead to online bookings include:
- Direct = 29%
- Referral websites = 25%
- Organic search = 5%
The reality is that online booking is more accessible than a phone call for most people.
Between making the phone call, potentially being put on hold, or employees not picking up, people can get frustrated.
Online booking removes this frustration and can be handled in mere minutes.
It’s a no-brainer solution that’s quickly becoming the preference of consumers in the general population.
As more businesses lose out on potential customers due to this alone, you can expect to see adoption rates increase quite a bit in the coming years.
Most people look at online booking from a convenience standpoint, when in reality, it offers much more than that.
Overall, it’s a benefit that technology brings to businesses and customers, and there aren’t really many complaints associated with the approach.
Some might say it isn’t very personable, but this isn’t the concern for the majority of customers.
(iMeetify)
The Bottom Line
You have quite a few options when it comes to scheduling an appointment.
In-person and phone calls will always be available, but for a more efficient approach, online scheduling takes the cake.
Businesses and customers alike enjoy the benefits online scheduling has to offer, not to mention the numerous integrations that come with the software.
This article has highlighted the many upsides related to online appointment scheduling statistics and what you can expect from the industry down the road.
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