The cost of missed appointments

THE COST OF MISSED APPOINTMENTS A GUIDE TO BRITAIN'S LOST BILLIONS Failed appointments cost British businesses 53 BILLION pounds per year 37 37 billion of these come BILLION POUNDS from the retail industry! The average company loses £191,405 31% per year in missed appointments of appointments are missed The cost of a missed appointment per sector: LOGISTICS £248 N UTILITIES £238 RETAIL £151 11 AVERAGE £238 WHY DO PEOPLE MISS APPOINTMENTS? 29% They don't care 28% They forget about it 17% Inadequate communication 10% No way to get in contact to rearrange 8% No way to arrange arrival times 8% Other 0% 5% 10% 15% 20% 25% 30% LESS THAN OF THE 80% WHO DON'T CHARGE ONLY 20% 39% of businesses currently charge would consider charging for for missed appointments a missed appointment WHAT DO YOUR CUSTOMERS WANT? 32% Email 32% SMS 15% "» “,, 69, 6699 Voicemail 11% Written letters 8% Social media/instant message 0% 5% 10% 15% 20% 25% 30% 35% WHAT CAN YOU DO TO IMPROVE ? 65% of businesses surveyed said that SMS was the most likely activity to be used in the 65% next 12 months to alleviate missed appointments. ABOUT US esendex. We help businesses around the world to communicate with their customers www.esendex.com and staff through the power of SMS. Survey conducted by Coleman Parkes Research on behalf of Firefly Communications for Esendex