Before judging this metric you need to have 20+ appointments scheduled with Skipio through your 7 day setter campaign. If you don’t have 20+ appointments scheduled you need to obtain that first before judging/solving this. If you have 20+ scheduled appointments and your SUR is outside of KP, are you making ROI of more than 2:1? If you’re making ROI >2:1 then you don’t really need to worry about your SUR metric but you can proceed to troubleshoot this if you want to improve your numbers. If your SUR is outside of KPI and ROI is less than 2:1 then proceed:

The first thing to check when it comes to SUR is if you are scheduling the reminder message for your scheduled appointments. If you are NOT scheduling that reminder message then the likelihood of people showing up will be very low.

If you are scheduling the reminder message and people are still not showing up you need to review the times you are sending / scheduling that reminder message. If someone books an appointment for the morning, they should be receiving a reminder message the night BEFORE around 7-8pm. If someone is scheduled for an afternoon / evening appointment they should be receiving a reminder message the morning on the same day of their appointment.

If you are scheduling the reminder messages to go out at the right times and people are still not showing this might be due to being booked to far away / too far out. Shorten the timeframe you’re allowing people to schedule an appointment and the appointment itself. If this is any longer than 5 days, this is your issue. You must schedule people for their appointment within a 4 day time window.

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