The performance dashboard has two tabs, Bookings and Outcomes, which provide essential metrics like bookings, reviews, completed appointments, and spend. On the performance breakdown, you can view similar metrics in more detail by provider or location.
What information is available on the Bookings tab?
Key metrics
At the top of the Bookings page, you’ll see three core metrics:
Bookings: Your total bookings from all booking sources, including discovery and reputation bookings. Below the total, you’ll see a comparison to past performance.
Completed appointments: Bookings where the patient attended as scheduled. This also includes a comparison to prior performance.
Spend: The total amount spent on bookings. If you use Sponsored Results, this includes your Sponsored spend. Below your spend, you’ll see your average cost per booking, which is total bookings divided by total spend. Your average booking cost includes all sources, including discovery and reputation bookings.
Charts
The Booking source over time chart shows a breakdown of how each booking source used by your practice contributes to your total bookings.
An arrow next to the chart title lets you toggle to the Bookings over time chart. This chart shows aggregated bookings, enabling you to spot trends and changes over time. Selecting Compare previous year overlays your prior year performance.
Booking sources:
Zocdoc.com & App: Bookings that began on Zocdoc.com or the app.
Consumer Sites & AI platforms: Bookings that began on a partner consumer site or AI platform, such as Google, Yelp, Healthgrades, Gemini, and more.
Healthcare platforms: Bookings made through healthcare platforms that use Zocdoc’s technology, such as Blue Shield of California, Veterans Affairs via WellHive, and more.
Your Website: Bookings made through your Booking Link or your website.
Bookings breakdown
On the right side of the Bookings page, you’ll see a breakdown of:
Bookings by source channel
Reputation bookings (free) vs discovery bookings (paid)
In-person vs. video visit bookings (if you offer both)
New vs. existing patient bookings
Spend breakdown
If you use Sponsored Results, you’ll see a spend breakdown, including:
Discovery booking fees: Spend on discovery booking fees on Zocdoc.com or the app and partner sites.
Sponsored Results: Spend on Sponsored listings on Zocdoc.com or the Zocdoc mobile app.
For a more detailed breakdown of your appointments, including essential patient and booking information, use the Appointment Report button at the top of the page.
Zocdoc Search Score
Zocdoc Search Score is a number given to providers based on steps they’ve taken to perform better in Zocdoc search results. It helps you see how well you’re optimized to perform in search and offers personalized steps to help you get more new patient bookings.
Practices with 15+ providers will see Search Status instead of Search Score. This shows you which providers at your practice can or can’t receive discovery bookings from Zocdoc and partner sites.
Ratings and Reviews
Practices with 1 provider see their overall rating and total number of reviews. They also see their average rating for bedside manner and wait time, two key aspects of the appointment experience that patients care about and report on when submitting feedback.
Practices with 2 or more providers see a snapshot of the providers with the fewest reviews. Click See all providers to see ratings and reviews for all the providers at your practice.
If you or a provider at your practice has fewer than 10 reviews, you’ll see a link to Request reviews from existing patients. This jumpstarts your profile and increases the likelihood that you’ll get bookings.
What information is available on the Outcomes tab?
Key metrics
At the top of the Outcomes page, you’ll see three core metrics:
Total appointments: The total number of appointments that were scheduled to take place during the selected time frame.
Completed appointments: Appointments where the patient attended as scheduled.
Completion rate: The portion of total appointments that resulted in completed appointments. For example, if you have 100 total appointments and 80 completed appointments, your completion rate is 80%.
Below each core metric, you’ll also see a comparison to your past performance.
Chart
The Outcomes over time chart shows a breakdown of your appointment outcomes, including completed appointments, cancellations, and no-shows, so you can track trends and changes over time.
Outcomes:
Completed appointments: Appointments where the patient was seen.
Cancellations: This includes both patient and practice cancellations.
No-shows: Appointments the patient did not attend as scheduled.
Outcomes breakdown
On the right side of the page, you’ll see a breakdown of completed appointments, cancellations, and no-shows. You’ll also see Completion rate by source, which allows you to compare performance across booking sources.
Using a read and write Calendar Integration that automatically updates Zocdoc with appointment outcomes from your EHR ensures that you see accurate metrics on the Outcomes page. If you use a read-only Calendar Integration or do not have a Calendar Integration, follow our best practices for booking management, and make sure to mark any cancellations or no-shows in Zocdoc.
Cancellation breakdown
This section shows how many appointments were cancelled by your practice, and how many were cancelled by patients. You’ll also see the top reasons patients cancel, which can help you spot patterns and identify opportunities to optimize your account setup, like ensuring your visit reasons and insurances are up to date.
Completion rate by location and specialty
These sections allow you to compare performance across all the locations and specialties within your practice.
What information is available on the performance breakdown?
To open the performance breakdown, go to Performance and select Performance Breakdown.
On this page, you can review metrics like bookings, cancellations, completion rate, and spend for individual providers or locations within your practice. You can also sort and filter the data to compare performance across providers or locations.
How do I manage my spend?
Use the Manage spend button at the top of the page to manage your spend on the marketplace. You can also control which providers have discovery bookings turned on.
Can I look at performance information from different time periods?
By default, the dashboard shows your performance for the current month. Use the dropdown menu at the top of the page to view performance information from different time periods.
Frequently asked questions
Which bookings are free?
You only pay for discovery bookings - bookings when Zocdoc helps a patient discover and book your practice across Zocdoc or partner sites.
You don’t pay for reputation bookings — bookings from patients who are already looking for your practice or provider because of the reputation you’ve built.
This includes:
Existing patients booking
Bookings through your Google Business Profile
Bookings through your Booking Link
Patients who search for your practice by name on certain partner sites, where applicable
You also don’t pay for bookings through partners who work with Zocdoc to make bookings free to providers, such as insurance directories.
Why don’t I see the performance dashboard on Zocdoc?
Users with “Sponsored Results,” “Zo,” or “Zo live calls” permissions do not have access to the performance dashboard. To gain access, ask a “Full Access” user at your organization to update your permissions, or contact Zocdoc for support.