A practice without KPIs is a practice without a compass. Tracking 5-7 key indicators lets you make informed decisions about pricing, service mix, acquisition and retention.
7 essential KPIs for a psychology practice
- Occupancy: % of available hours booked.
- Average ticket: revenue / billed sessions.
- No-shows: absences / total appointments.
- 6-month retention: active at 6 months / new in 6 months.
- LTV: average ticket × average sessions per patient.
- First-visit conversion: patients to session 2 / first visits.
- Patient origin: to know where to invest in marketing.
Formulas and examples
| KPI | Formula | Example |
|---|---|---|
| Occupancy | Booked / available × 100 | 24/30 = 80% |
| Avg ticket | Revenue / sessions | 3,600 / 60 = €60 |
| No-shows | No-shows / appts × 100 | 5/70 = 7.1% |
| 6m retention | Active 6m / new × 100 | 14/20 = 70% |
| LTV | Ticket × sessions/patient | 60 × 12 = €720 |
| 1st conv. | Session 2 / first × 100 | 17/20 = 85% |
KPIs for centres
Add:
- Per-professional occupancy.
- Average commission per professional.
- Centre net revenue / professional.
- Professional ranking by occupancy and NPS.
Software to track KPIs
A good online agenda auto-calculates all these KPIs: monthly/annual dashboards, PDF exports and time comparisons.
Preguntas frecuentes
Common questions about KPIs and indicators in psychology practice.
What KPIs should a psychology practice track?
Occupancy, average ticket, no-shows, retention, LTV, first-visit conversion and patient origin. Those 7 cover 80% of important decisions.
How do I calculate occupancy?
Booked hours / available × 100. With 30 available and 24 booked, 80% occupancy. Healthy zone: 70-85%.
What is LTV in a practice?
Lifetime Value: total revenue a patient generates. LTV = average ticket × total sessions. Increasing LTV means retention and packs.
How often to review KPIs?
Operational (occupancy, no-shows, revenue) monthly. Strategic (LTV, 6m retention) quarterly.
How do I track KPIs without software?
Start with a spreadsheet: appointment, patient, service, amount, status. With volume, clinical software auto-generates them.