The Quoox member reliability score is intended to encourage attendance and good social behaviour, reducing the number of late cancellations and no-shows.
The actual reliability calculation algorithm is relatively complex, and not something that we reveal. However, the factors that make it up are fairly simple and easy to understand.
The algorithm looks at factors of so-called “positive” and “negative” behaviour in relation to a member’s bookings and attendance. The key factors are:
- Attended – Perfect “positive” behaviour
- Cancelled, but did so in advance – Mildly “negative” behaviour, on a sliding scale of cancellation time prior to session
- Cancelled, but did so late – “Negative” behaviour
- Did not cancel, but did not show up – Very “negative” behaviour
There are then further factors added to determine the eventual reliability score…
These include a greater weighting towards “recent” behaviour, so as not to overly ‘punish the sins’ of past “negative” behaviour.
The ratio of “positive-to-negative” behaviour is also factored. So, for example, if the member has only ever booked 2 sessions, but was a no-show to one of these, that is considered far more significant that the member having booked 20 sessions, but being a no-show to 1.
It is at the discretion of the facility if/how they implement the reliability scoring. These are provided solely as an indicator to encourage good, sociable behaviour between members. There is nothing more frustrating that not being able to book a session (as it is full), and then finding that people didn’t turn up – and that there were spaces.