Glossary /
No-show rate
Written by Peko Research Team.Last updated: 05/18/2026.
Share of booked appointments where the guest fails to arrive without cancelling. A 12%+ no-show rate is the dominant drag on service-venue revenue and is usually fixed with deposit-on-booking + 24h + 2h reminders.
Published: 05/18/2026
Updated May 2026 — Share of booked appointments where the guest fails to arrive without cancelling. A 12%+ no-show rate is the dominant drag on service-venue revenue and is usually fixed with deposit-on-booking + 24h + 2h reminders. Share of booked appointments where the guest fails to arrive without cancelling.
Quick facts
- Definition
- Share of booked appointments where the guest fails to arrive without cancelling. A 12%+ no-show rate is the dominant drag on service-venue revenue and is usually fixed with deposit-on-booking + 24h + 2h reminders.
- Why it matters
- Share of booked appointments where the guest fails to arrive without cancelling. A 12%+ no-show rate is the dominant drag on service-venue revenue and is usually fixed with deposit-on-booking + 24h + 2h reminders.
- Related terms
- Deposit on booking, Reminder cascade
Share of booked appointments where the guest fails to arrive without cancelling. A 12%+ no-show rate is the dominant drag on service-venue revenue and is usually fixed with deposit-on-booking + 24h + 2h reminders.
In the Vietnamese market, this concept interacts tightly with Zalo OA reach, VND cash/QR payment mix, and the district-cluster dynamics of competing venues. Applied properly it can move 5–15 points of 90-day cohort retention.
PEKO operationalises this concept as part of the loyalty layer that runs alongside the venue's existing booking system (Booksy, Fresha, Mindbody, KiotViet, or paper) rather than replacing it.
Numbers on this page: named sources are listed below; figures without a named source are PEKO merchant data, Vietnam, Jan 2024 – Jun 2026, or PEKO estimates where modelled. See the datasets behind these numbers.
FAQ
Which Vietnamese verticals does no-show rate apply to?
Best fit for barbershops, nail bars, hair salons, spas and beauty salons — verticals where rebook discipline and the guest-stylist relationship drive most of the revenue.
How long does implementation take?
With PEKO, a small venue typically goes live in 3–5 days: contact import, Zalo OA connect, basic reminder cascade switched on, then tuning over the first 2–3 weeks.
Do I need to replace my current booking system?
No. PEKO is positioned as a loyalty layer on top of existing booking systems — Booksy, Fresha, Mindbody, KiotViet or paper diaries all stay; PEKO adds retention on top.
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Cancellation policy tier
A graduated set of rules (free >24h, partial 24–2h, full <2h) that aligns guest behaviour with operational reality. Combined with deposits, eliminates the worst 5% of no-show offenders.
Answer
How do you automate repeat visits without spamming customers?
Automate the trigger, not the calendar. Messages fire on individual behaviour — a lapse, a birthday, a nearly complete reward — with frequency caps and a quiet period so no customer hears from you twice in a week.