Client Ratings Report | Boulevard Support Center

We're excited to bring you an expanded reporting experience. If you don't see the reporting features described below, don't worry—this updated reporting experience will become available to your account over time.

Resource	Link
Client Ratings Report	https://dashboard.boulevard.io/reports/client_ratings

Overview

The Client Ratings report helps you see client feedback across your staff, services, and locations. It shows one row per submitted rating, including star score, written review, and any business reply, so you can review sentiment at the individual appointment level or roll it up across your team.

Use this report to evaluate staff performance, monitor overall client satisfaction, and surface low ratings that point to service quality issues. It's especially useful for responding to negative feedback quickly and comparing sentiment between new and returning clients, since you can filter by rating score or date to spot trends and recognize top-performing team members.

What this report is best used for

Understand when and why to use this report through common use cases, descriptions, and example questions it can help answer in your day-to-day operations.

Use cases	Description	Example questions this report helps answer
Evaluate staff performance	Compare ratings and feedback across staff members to recognize high performers and identify coaching opportunities.	Which staff members receive the highest ratings? Who may need additional support?
Monitor overall client satisfaction	Review star ratings and average ratings across locations, staff, and services to understand overall customer sentiment.	What is our average rating? Are ratings trending up or down over time?
Identify service quality issues	Surface low ratings and negative feedback to detect operational or service delivery problems.	Which appointments received low ratings? Are there recurring complaints?
Track new vs. returning client sentiment	Compare feedback from new clients versus returning clients to assess onboarding and long-term experience quality.	Are new clients rating their experience differently than returning clients?
Respond to negative feedback quickly	Identify recent low-rating submissions to enable timely follow-up and recovery actions.	Which negative reviews were submitted recently? Who should we follow up with first?
Improve operational and experience decisions	Use ratings and feedback trends to inform staffing, training, facility improvements, and experience design.	Where should we invest to improve client experience? What issues impact ratings most?

Prerequisites

Before using this report, make sure the following are in place. These directly impact whether you can access the report and how accurate the data will be.

Permissions: You must have the appropriate Data & Reporting permissions enabled to see this report: Client Reporting > Client Insights - Self or Everyone
- If you don’t see the report, check your permissions first - see Reporting Permissions for more information.
Location and Access Scope: What you see in the report depends on your access:
- You’ll only see data for assigned locations
- Row-level access may further limit visible data
- If it looks like data is missing, verify your location assignments and access settings.
Required Setup: For the report to show meaningful data, rating requests must be active and enabled per location, and at least one client must have submitted an appointment rating.

Default report configuration

See how the report is structured when first opened. Learn what each field represents, how the data is organized, and which fields can be used to filter results.

Group By (default)

The default fields the report is grouped by when you first open it.

Field name	Definition	Example	Filter?
Location Name	The name of the business location where the rated appointment took place.	Upper East Side	Yes
Ratings ID (hidden in table, visible in exports)	Unique identifier for a single client rating submitted for a completed appointment.	adf00a65-504b-59a6-8a33-ce80896ca9ce	No

Columns (default)

The default columns displayed when you first open the report.

Field name	Definition	Example	Filter?
Appointment Date	The calendar date on which the rated appointment occurred (local date).	Sep 20, 2025	Yes
Submission date	The calendar date on which the client submitted the rating. May fall in a later period than the appointment date when the client rates the appointment late.	Sep 20, 2025	Yes
Client name	The name of the client associated with the rating.	Jackie Smith	Yes
Staff Name	The full name of the staff member who performed the service associated with the rated appointment.	Marissa Randol	Yes
Services	The list of services that were performed during the appointment that was rated by the client	Hydrafacial	Yes
Rating	The star rating submitted by the client for the appointment, typically on a scale of 1–5.	5	Yes
Review text	Written feedback submitted by the client as part of the rating, if provided.	Amazing experience! Marissa was very knowledgeable about my skin concerns.	No
Client email	The email associated with the client’s profile.	email@example.com	No
Client mobile phone number	The mobile phone number associated with the client’s profile.	212-555-1234	No

Customizable fields

Explore the fields you can adjust to tailor the report to your needs. Each field includes a definition, example, and whether it can be used in filtering.

Field name	Definition	Example	Filter?
Location Name	The name of the business location where the rated appointment took place.	Upper East Side	Yes
Ratings ID	Unique identifier for a single client rating submitted for a completed appointment.	adf00a65-504b-59a6-8a33-ce80896ca9ce	No
Appointment Date	The calendar date on which the rated appointment occurred (local date).	Sep 20, 2025	Yes
Submission date	The calendar date on which the client submitted the rating. May fall in a later period than the appointment date when the client rates the appointment late.	Sep 20, 2025	Yes
Client name	The name of the client associated with the rating.	Jackie Smith	Yes
Staff Name	The full name of the staff member who performed the service associated with the rated appointment.	Marissa Randol	Yes
Services	The list of services that were performed during the appointment that was rated by the client	Hydrafacial	Yes
Rating	The star rating submitted by the client for the appointment, typically on a scale of 1–5.	5	Yes
Review text	Written feedback submitted by the client as part of the rating, if provided.	Amazing experience! Marissa was very knowledgeable about my skin concerns.	No
Client email	The email associated with the client’s profile.	email@example.com	No
Client mobile phone number	The mobile phone number associated with the client’s profile.	212-555-1234	No
Location Group	Logical grouping assigned to the business location for reporting rollups and segmentation.	West Coast	Yes
Client ID	Unique identifier for the client record associated with the rating.	3a2fece9-3b80-4433-9400-9bbcecf149ed	No
Staff Role Name	The role of the staff member who performed the service associated with the rated appointment (for example: Stylist, Therapist, Technician).	Top Stylist	Yes
Reply staff name	The full name of the staff member who performed the service associated with the rated appointment.	Marissa Randol	Yes
Reply text	Free-text reply submitted by the business in response to the rating, if provided.	Thank you for your review!	No
Is New client	Flag indicating whether the client was new to the business at the time of the rated appointment (true = first completed appointment, false = returning client).	FALSE	Yes
Location ID	Unique identifier for the business location where the rated appointment occurred.	1ddf3ea3-56f7-44ea-acf5-f7d93bedae78	No
Location External ID	Identifier for the business location from an external system, if provided by the business.	JT	No
Client external ID	Identifier for the client from an external system, if provided by the business.	50505050	No
Staff Alternate ID	Alternate identifier assigned to the staff member who performed the rated service, if configured by the business.	Miller	No
Staff ID	Unique identifier for the staff member who performed the service associated with the rated appointment.	febf7dc8-f875-4626-9d6f-20cc2274a1e6	No
Order #	Human-readable identifier for the order associated with the submitted	2128054	Yes
Appointment ID	Unique identifier for the appointment associated with the submitted rating.	0638a6a5-d854-487b-aa42-a6fdccec773f	No
Appointment Count	Total number of appointments in the current grouping.	1	No
Lifetime appointment Count	Total number of lifetime appointments associated with the client	1	No
Average rating	The average star rating calculated across all ratings within the current grouping or filter context.	5	Yes
Location Tags	Tags associated with the business location used for categorization and reporting segmentation.	NYC	Yes
Appointment Tags	Tags assigned to the appointment for categorization or operational tracking.	Facial Services	Yes
Client Tags	Tags associated with the client profile for categorization, segmentation, or reporting purposes.	New Client	Yes

Report Caveats

There are a few important caveats and limitations to be aware of when using this report. Use these details to better understand how the data behaves and how to interpret it correctly.

Caveats	Details and Impact
Only rated appointments appear in this report	The report contains one row per submitted rating. Appointments that never received a rating are not included.
Use Average rating for rollups, not Rating	Rating shows the individual star value on each row and goes blank when grouped rows contain different ratings. Average rating is the measure built for grouped views.
Two date fields behave differently	Appointment Date is when the visit happened; Submission date is when the client rated it, which can fall in a later period. The report defaults to submission date.
Reply fields only populate when a reply was sent	Reply text and Reply staff name are blank on unanswered reviews.
Is New client reflects status at the time of the appointment	The flag marks whether the rated visit was the client's first completed appointment, not whether they are new today.

Use Case Example Configurations

Learn how to set up the report for specific scenarios with practical examples. Follow along to create views that answer common questions and support your workflows.

Use case	Description	How to configure the report
Evaluate staff performance	Compare ratings and feedback across staff members to recognize high performers and identify coaching opportunities.	Filters: set Submission date to the period. Group by: Location Name, Staff Name. Columns: Average rating, Appointment Count. Sort by: Average rating descending for top performers, ascending for coaching.
Monitor overall client satisfaction	Review star ratings and average ratings across locations, staff, and services to understand overall customer sentiment.	Filters: widen Submission date to 6 to 12 months. Group by: Location Name, Submission date (month). Columns: Average rating, Appointment Count.
Identify service quality issues	Surface low ratings and negative feedback to detect operational or service delivery problems.	Use default configuration. Filters: Rating = 1 to 3; set Submission date or Appointment Date to the review period. Review text is already included; scan it for recurring themes.
Track new vs. returning client sentiment	Compare feedback from new clients versus returning clients to assess onboarding and long-term experience quality.	Filters: Is New client = true; set Submission date to the period. Group by: Location Name. Columns: Average rating, Appointment Count. (Run again with Is New client = false and compare the two views.)
Respond to negative feedback quickly	Identify recent low-rating submissions to enable timely follow-up and recovery actions.	Use default configuration. Filters: Rating = 1 to 2; Submission date = last 7 days. Sort by: Submission date descending; Client mobile phone number and Review text are already included for outreach.
Improve operational and experience decisions	Use ratings and feedback trends to inform staffing, training, facility improvements, and experience design.	Filters: widen Submission date to 6 to 12 months. Group by: Location Name, Staff Role Name. Columns: Average rating, Appointment Count. (Pair the lowest-scoring segments with their Review text in the default view to identify the issues behind the numbers).