The performance dashboard has two pages, Bookings and Outcomes, which provide essential metrics like bookings, reviews, completed appointments, and spend.
What information is available on the Bookings page?
What information is available on the Bookings page?
Key metrics
At the top of the Bookings page, you’ll see three core metrics:
Bookings: Your total bookings from all sources, including new and existing patients. 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, both free and paid, as well bookings from new and existing patients.
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 Marketplace: Bookings made by going directly to Zocdoc.com, the Zocdoc mobile app, or through affiliated partners, such as Healthgrades. This includes free and paid bookings.
Your website: Bookings made through the Book Online Button on your practice website. These bookings are free of charge.
Google and others: Bookings made directly through your Google Business Profile or through other search engine booking buttons. These bookings are free of charge.
Sponsored Results: Bookings made through Sponsored Results on Zocdoc.com or the Zocdoc mobile app. There are costs for Sponsored listings.
Healthcare platforms: Bookings completed on healthcare platforms that use Zocdoc’s technology, such as Blue Shield of California, MetroPlus Health, Invisalign, and the Department of Veterans Affairs (in partnership with WellHive). These bookings are free of charge.
Your website and others: For bookings made before Jan. 1, 2025, this source groups bookings from the Book Online Button or directly from Google and other search engines. These bookings are free of charge.
Bookings breakdown
On the right side of the Bookings page, you’ll see a breakdown of:
Bookings by source (if you use multiple sources)
New vs. existing patient bookings
In-person vs. video visit bookings (if you offer both)
Free vs. paid bookings
Bookings from existing patients, bookings made directly through your Google Business Profile, and bookings through the Book Online Button on your practice’s website are all free.
Spend breakdown
If you use Sponsored Results, you’ll see a spend breakdown, including:
Marketplace bookings: Spend on new patient bookings made through Zocdoc.com, the Zocdoc mobile app, and the booking fee associated with Sponsored listings. This also includes new patient bookings that come through affiliated partners, such as Healthgrades.
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 bookings from new patients on the Zocdoc Marketplace.
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 page?
What information is available on the Outcomes page?
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.
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 appear on the Zocdoc Marketplace.
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 new patient bookings made through the Zocdoc Marketplace. Existing patient bookings are free, even if they’re booked on the Zocdoc Marketplace. All bookings—including new patient bookings—made directly through your Google Business Profile or through other search engine booking buttons are free. Bookings made through the Book Online Button on your practice website, or through healthcare platforms such as Blue Shield of California or the Department of Veterans Affairs (in partnership with WellHive), are also free.
On the Bookings page, why don’t I see any sources in my bookings breakdown?
Providers who only use the Zocdoc Marketplace will see a breakdown of bookings from new and existing patients. They will not see bookings by source because all of their bookings come from the Zocdoc Marketplace.
On the Bookings page, why can’t I see bookings from “Your website” (Book Online Button), “Google and others” (Book from Google), or “Sponsored Results” for dates before Jan. 1, 2025?
From Jan. 1, 2025 onward, the performance dashboard shows bookings broken down by the sources your practice uses, including the Zocdoc Marketplace, Book from Google, the Book Online Button, and Sponsored Results. When you look at the dashboard for periods before Jan. 1, 2025, bookings from the Book Online Button and Book from Google are grouped together under “Your website and others,” and Sponsored Results bookings are grouped together with “Zocdoc Marketplace” bookings.
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.