Every month, millions of people search for healthcare providers on Zocdoc. We make it easy for patients to share their visit reasons (why they need care), sort by availability and location, read reviews and book appointments 24/7. Providers are able to connect with the right patients where and how they’re searching (via mobile and desktop) and seamlessly receive insurance and relevant patient information before each visit.
The good news is that patients who are looking for new providers on Zocdoc want to find providers they can keep seeing in the long run. In fact, 80+% of Zocdoc patients rebook with the same provider when rebooking in the same specialty.
That said, certain cities see a higher share of rebookings. We analyzed Zocdoc’s rebooking data from 2022 and 2023, with rebookings defined as initial new patient visits who later booked again with the same provider.
Here, the cities that ranked highest for rebooking rates:
Is your city loyal?
Nashville, Charlotte, Detroit, Seattle, and Boston are among the most loyal markets, with rebooking rates 8+% above average.
Orlando, Chicago, San Francisco, Las Vegas, and Tampa round out the top 10, with rebooking rates 4+% above average.
While January, March and May tend to be the busiest times for new bookings, it’s a great reminder to take steps to ensure new patients become long-term, loyal patients. Looking at the average patient value of the course of a year, the most valuable patients are those who return again and again. Understanding how likely patients are to rebook can help you better understand the long-term value, which can influence marketing spend and staffing.
For example, knowing that a typical patient rebooks several times a year or is more likely to do so in January may impact when you spend more aggressively on marketing or how you choose to scale up your practice’s availability.
If you don’t see your city on the above top 10 list, don’t worry. There are several factors that influence patient loyalty, such as a seamless booking experience and near-term availability. Download our white paper today for more insights into how to turn new patients into loyal ones.