Customer Portal: Let customers rate completed bookings (Rate service button)

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Customer Portal: Let customers rate completed bookings (Rate service button)

Customer Service Rating System

OctopusPro lets customers rate their completed bookings directly from the Booking Details page in the customer portal. This is a simple way to capture feedback, measure service quality, and track fieldworker performance over time.

Table of contents

Overview

When enabled, customers will see a Rate service button on eligible bookings in the customer portal. Customers can submit star ratings against your chosen criteria, add a written comment, and optionally upload photos describing their experience.

Benefits

  • Higher customer satisfaction: capture feedback while the experience is still fresh.
  • Performance visibility: spot coaching opportunities and recognise top performers.
  • Evidence & context: customers can add photos and comments to support their feedback.
  • Continuous improvement: identify recurring themes by rating criteria.

Requirements (when the button appears)

Customers can only rate a booking when both of the following are true:

  • The booking status is Completed.
  • The invoice status is Closed.

If either condition is not met, the Rate service button will not be displayed in the customer portal.

How to enable booking ratings in the customer portal

  1. Go to Settings > Customer Portal > Flags & Permissions.
  2. Scroll to the Booking flags section.
  3. Enable Allow customers to rate your bookings through the booking page.
  4. Click Save (if prompted).

Screenshot (existing):

Customer Portal flag: Allow customers to rate your bookings through the booking page

Customer experience: how customers rate a booking

1) Open the booking

In the customer portal, the customer opens an eligible booking (completed booking with a closed invoice). A Rate service button appears below the fieldworker’s name on the booking page.

Screenshot (existing):

Rate service button displayed on the booking page in the customer portal

2) Submit the rating

After clicking Rate service, the customer is taken to the rating page where they can:

  • Rate each criterion using star ratings
  • Optionally upload photos
  • Add a written comment describing their experience

Screenshot (existing):

Fieldworker rating page showing rating criteria, add photos, and comments

Admin experience: view, edit, and reset ratings

1) Notification when a rating is submitted

After a customer submits a rating, you’ll receive a notification in the admin portal. Click the notifications icon (top-right) to view it.

Screenshot (existing):

Admin portal notification showing a booking has been rated

2) Where to view the rating

You can view the rating in the Customer Rating section on the booking. You can open the booking from:

  • The notification you received, or
  • Bookings > All Bookings

You may also have a list view available under Feedback (menu label may vary by account), for example:

  • Feedback > Customer Portal (as referenced in some guides), or
  • Feedback > Rating & Reviews (ratings list view)

Screenshot (existing):

Customer Rating section on a booking showing star ratings and a Reset Rating option

3) Edit or reset a rating

  • Reset rating: Use the booking’s Customer Rating section to reset/remove the rating (useful if it was submitted by mistake or disputed).
  • Edit stars (where available): Some accounts allow adjusting the star rating directly from the booking’s rating section.

Customize rating criteria (Rating Tags)

Rating Tags are the criteria customers rate you on (for example: Communication, Quality of Work, Punctuality, Value for Money).

  1. Go to Settings > Communications > Feedback and Ratings.
  2. Click Rating Tags.
  3. Click the + icon to add a tag, enter the tag name, then click Save.
  4. To remove a criterion, use the Delete icon next to the tag.

Tip: Keep your list short (usually 3–6 criteria) to increase completion rates.

Optional: request ratings by email (manual or automated)

In addition to the customer portal “Rate service” button, you can request ratings by email:

Manual request (per booking)

  1. Open the booking in the admin portal.
  2. Scroll to the Customer Rating section.
  3. Use Actions > Request customer rating (if available in your account).

Automatic requests (recommended)

OctopusPro can automatically send rating request emails after bookings are completed (via your automation settings). This helps increase review volume and keeps feedback consistent.

For full setup details, see: Customer Feedback, Ratings & Reviews.

Reporting & performance tracking

Ratings can be used for internal performance tracking and reporting (for example, summarised in reporting tools such as the Fieldworker Matrix, depending on your account configuration).

Troubleshooting

The “Rate service” button is not showing

  • Confirm the booking status is Completed.
  • Confirm the invoice status is Closed.
  • Confirm the flag Allow customers to rate your bookings through the booking page is enabled.

A customer rated the wrong booking / made a mistake

  • Open the booking and reset the rating from the Customer Rating section.
  • If you want the customer to submit again, reset first, then ask them to re-open the booking in the portal and rate again.

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