Ratings, Reviews & Rankings for Fieldworkers
OctopusPro includes a built-in customer feedback and performance scoring system that helps businesses measure service quality and helps fieldworkers build trust and win more work over time. After a booking is completed, customers can leave a star rating and (optionally) a written review. These results can contribute to a fieldworker’s ranking (depending on company settings) and may influence job allocation, repeat bookings, and customer choice.
On this page
- Ratings & reviews: what they are
- Rankings: what they are
- Where you can view your rating & feedback
- How feedback is collected (customer experience)
- How to improve your rating, reviews & ranking
- How reviews are requested (automatic & manual)
- Admin controls: rating criteria, viewing, editing & management
- Display fieldworker ratings in the Customer Portal
- Integrate & display Google Reviews (Customer Portal)
Ratings & reviews: what they are
After a job is completed, customers can submit feedback by:
- Selecting a star rating (1–5)
- Leaving a written review (optional comment)
- Rating specific criteria (optional), if the business has enabled rating tags (e.g., punctuality, communication, quality)
Why it matters: ratings and reviews are a fast trust signal. Depending on how your company is configured, strong feedback can increase repeat work, improve customer confidence, and help you receive more job opportunities.
Rankings: what they are
Your ranking is a high-level indicator of performance over time. It may take into account feedback from:
- Customers (ratings and reviews)
- Office/admin staff (where internal performance tracking is used)
Why rankings matter: a stronger ranking indicates consistent, high-quality service and may improve your chances of receiving more job requests (depending on your company’s job assignment rules).
Where you can view your rating & feedback
1) Your Profile (Fieldworker App)
To view your overall rating, reviews, and ranking in the app:
- Open the OctopusPro app
- Go to Profile
- Your rating, reviews, and ranking appear under your name (if enabled)
Visibility depends on company settings. Your performance information may be viewable by:
- You (fieldworker)
- Office/admin staff
- Customers (if rating display is enabled)
2) A specific booking (Completed job feedback)
You can also view feedback per job:
- Open a Completed booking
- The rating appears at the top of the booking
- Tap the drop-down arrow (if available) to view the breakdown and any written review
Privacy note: booking-specific feedback is typically visible to you, office/admin staff, and the customer who left the review. It is not visible to other customers.
How feedback is collected (customer experience)
Businesses can collect feedback in a way that’s quick and easy for customers:
- After a booking is completed, the customer receives a message (email/SMS) with a “Review now” link (if enabled).
- The link opens a branded rating page where the customer can submit a star rating, select rating criteria (if enabled), and leave a written comment.
- Ratings and reviews are stored against the booking and linked to the assigned fieldworker.
Tip for businesses: You can also treat negative feedback as a service recovery workflow using Issues/Complaints (so the team can follow up, resolve, and track outcomes). For the full feedback system (including rating tags, viewing/editing, and handling issues), see: Customer Feedback, Ratings & Reviews.
How to improve your rating, reviews & ranking
Your rating reflects how you perform across the whole job lifecycle. The most reliable way to improve your ranking is to consistently earn strong ratings and positive reviews.
- Communicate clearly (confirm arrival time, explain what you’re doing, set expectations)
- Be punctual and notify customers early if anything changes
- Deliver quality that matches (or exceeds) the booked scope
- Be professional on site (presentation, respect for property, clean-up)
- Document properly where required (notes/photos/checklists)
- Resolve issues early and escalate to the office when needed
- Learn from feedback and apply it to future bookings
Consistently delivering great service improves your reputation, increases repeat work, and can lead to more job requests through OctopusPro.
How reviews are requested (automatic & manual)
OctopusPro can request customer feedback automatically after a booking is completed, or manually per booking. This helps businesses collect consistent ratings and written reviews for quality control, performance tracking, and customer trust.
1) Automatically request reviews after bookings are completed (Email/SMS automation)
Admins can enable automations so customers receive a feedback request after the booking reaches a Completed status (or after a configured delay).
Automation setup guide: Automated Reminders & Confirmations (Workflow Automations)
Personalise your messages: Use placeholders/merge fields (customer name, booking number, service, etc.) inside your templates: Template Placeholders
2) Manually request a review for a specific booking (on-demand)
Admins can also request a review manually from the booking—useful if the customer didn’t respond the first time, or if you only request reviews for certain jobs.
Typical steps (admin web):
- Open the booking
- Scroll to the Customer Rating section
- Click Actions → Request customer rating
More detail (manual + automatic workflows, rating tags, and management): Customer Feedback, Ratings & Reviews
Admin controls: rating criteria, viewing, editing & management
Admins can control what customers rate fieldworkers on by enabling and managing rating tags (criteria such as communication, punctuality, quality, value). Keeping criteria short (commonly 3–6 tags) usually improves completion rates.
- Set up rating criteria (tags): Customer Feedback, Ratings & Reviews
- View ratings: per booking (Customer Rating section) and in ratings/reviews areas (depending on account configuration)
- Edit/reset ratings: admins can manage ratings from the booking’s Customer Rating area (where permissions allow)
Fieldworker note: ratings and reviews are designed to be customer-submitted and controlled by the business. If you believe a rating is incorrect, contact your office/admin team to review it.
Display fieldworker ratings in the Customer Portal
OctopusPro can display fieldworker star ratings to customers in the Customer Portal (for example, when customers can browse and select a preferred fieldworker). Showing ratings helps build trust and can improve conversions.
Setup guide: Display Fieldworker Star Ratings on the Customer Portal
Related Customer Portal controls: Customer Portal Flags & Permissions
Integrate & display Google Reviews (Customer Portal)
In addition to OctopusPro’s internal rating system, you can also display Google Reviews on your Customer Portal homepage to add third-party social proof and boost customer confidence.
Setup guide: Display Google Reviews in the Customer Portal
This guide covers how to set up the integration (including key Google requirements such as API key and place setup) and enable the Customer Portal option so reviews display automatically.
Quick best practices
- Ask at the right moment: send review requests shortly after completion while the experience is fresh
- Keep it simple: fewer rating criteria = higher completion rates
- Act on low ratings fast: service recovery improves retention and protects your reputation
- Use both systems: OctopusPro ratings for internal quality control + Google Reviews for public trust
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