Visit rhythm and reliability: spot customers who stop coming in time

Piyzi learns each customer's own visit rhythm and tells you when they fall off it; the reliability score measures no-shows, late cancellations and past-due debt.

Last updated: 7 October 2026

Piyzi answers two separate questions about every customer automatically: are they still coming? (visit rhythm) and do they cause problems when they come? (reliability). You don't enter anything; statuses update by themselves with every visit, booking and payment.

What counts as a visit?

A completed, "Arrived" or unmarked past appointment (except an online booking request still awaiting approval), class attendance (attended or unmarked), group event attendance, a turnstile entry and a facility reservation with an arrival or check-in record count as visits. Several entries on the same day count as one visit. Cancelled and no-show appointments are not visits.

How the visit rhythm is worked out

The rhythm is the median number of days between the customer's consecutive visits over the last 12 months (the latest 8 gaps). The median, not the average, is used so one long break does not distort it.
A personal rhythm needs at least 3 visits. For customers with fewer visits, Piyzi looks in turn at the spacing of their future bookings, the pace of their active package and your business's overall rhythm. The card says which one was used; if none applies it shows "Not determined yet" and the customer becomes Lost after 180 days without a visit.
Each threshold comes at least 7 days after the previous one, but no threshold is more than 180 days after the last visit.
Your holidays, the customer's subscription freeze days and class days that were frozen or cancelled by the business do not count as delay.
The thresholds are the same for everyone; there is no per-business setting.

Visit statuses

No visits: has not visited yet.
New: only a few visits so far; a personal rhythm needs at least 3 visits.
Active: visiting at their own rhythm.
Scheduled: has a future appointment, a class or event booking or a facility reservation — they are expected, so they are not counted as late.
Late: hasn't visited for longer than 1.5 times their rhythm (at least 7 days overdue).
At risk: hasn't visited for longer than 2.5 times their rhythm.
Lost: hasn't visited for longer than 4 times their rhythm or 180 days.
Returned: came back after being At risk or Lost; shown for 30 days after the return.

"Off rhythm" means the Late and At risk statuses. On the Overview page in the left menu, the "Off Rhythm" tab shows up to 8 customers, the longest-overdue first; View all opens the customer list filtered to Late + At risk. The tab is shown to staff who can see the customer list.

Reliability score

Reliability is a 0–100 score; a HIGH score means a reliable customer. It looks at bookings the customer didn't show up for and cancellations they made at the last minute (inside your cancellation window) over the last 180 days, together with past-due unpaid debt, how late the oldest debt is and debts they paid after the due date. It is smoothed with a few trouble-free bookings, so on thin data a single no-show does not make a customer "Unreliable" at once. Reviews do not affect the score.

Reliable (75–100): shows up for bookings and pays on time.
Caution (50–74): occasional no-shows, late cancellations or late payments.
Unreliable (25–49): frequent no-shows, late cancellations or past-due debt.
Very unreliable (0–24): a clear no-show or debt problem; consider requiring approval for their online bookings or blocking them.
Not enough data: a score needs at least 3 bookings in the last 180 days; fewer are enough if the customer has past-due or late-paid debt. No label is given on thin data.

The Reliability card on the customer detail shows at most three reasons that affect the score most (e.g. "Didn't show up for 2 of 8 bookings") and how much each one lowers it.

Where you see them

Customer list: the Visit and Reliability columns, the Visit status and Reliability choices in the Filters panel, and rhythm and reliability sorting.
Customer detail → Overview: the Visit rhythm card (last visit, rhythm, expected visit, threshold dates, sources of recent visits) and the Reliability card.
Overview page: the "Off Rhythm" tab.
Reports: the Customer Metrics on Overview (On rhythm, Off rhythm, Lost or never visited; clicking a status chip opens the customer list with that filter) and the filters, columns and sorting in Customer Reports.
Campaigns: the "Visit Status (own rhythm)" field in segment rules (e.g. a win-back campaign for At risk and Lost customers).
Automations: the "When a Customer Falls Off Rhythm" (Late), "When a Customer Is at Risk" and "When a Customer Returns" triggers; the Win-back scenarios in Ready-made Automations.
Online booking rules: on the Online Booking Rules page behind the My Business → Settings → Risk Management card, the Reliability Score rule can set customers at or below a "Reliability score at most" threshold to Approval Required or Cannot Book for online bookings. The rule does not apply to customers without a score (Not enough data).

The rhythm triggers are checked every hour between 09:00 and 20:00 and run once per lapse. Messages to the customer go only to customers with marketing consent (given by the customer on the online booking page or in the Piyzi app, or through a signed explicit-consent form); without consent that step is skipped, while steps aimed at the business still run.

The old "risk score" has been removed and replaced by these two indicators. The score thresholds in your online booking rules were converted to reliability automatically (an old "risk score at least 70" rule now works as "reliability score at most 30").

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