Complaint rate now counts visits that actually happened

The Complaint rate in Guest Feedback & Quality is complaints divided by visits. It used to divide by every booked appointment, including ones the guest missed or cancelled. A missed appointment can't produce a complaint, so those bookings were padding the bottom of the fraction and making rates look lower than they were.

It now divides by visits that actually happened — the same Visits figure shown for that stylist in Average Stylist Sales for the same dates.

What you'll notice:

• Complaint rates read higher than before — the same number of complaints measured against a smaller, truer set of visits. Nothing about your team's performance changed; the maths did. Some stylists will move into a different colour band as a result.
• A stylist's complaint denominator now matches their Visits in Average Stylist Sales for the same date range. Those two numbers used to disagree.
• Missed and cancelled appointments no longer count toward the total.

At Zenoti locations, the panel now shows a dash (—) and visits unavailable instead of a rate. Visit counts aren't wired up for those locations, and the panel previously filled the gap with a green 0.0% — which read as "no complaints" while the complaints were listed directly underneath. A dash says plainly that the figure isn't known.

The complaints themselves, and everything else in Guest Feedback & Quality, are unchanged.