Complaint rate now counts visits that actually happened
· 2 min read
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.