POSITIVE FEEDBACK = Positive feedback divided by (positive feedback + negative feedback), for all completed and cancelled jobs over the past 12 months.

CANCELLATION RATE = (Total Negative Cancelled Jobs for the life of the account / (Total Negative Cancelled Jobs + Completed Jobs)) x 100  

COMPLETION RATE = 100 - Cancellation rate

A Provider's completion rate is a measure of how many jobs they book that they then complete. 

When a job is cancelled with a negative rating it will affect the completion rate. There may also be neutral cancellations which are not a Provider's fault, but these do not affect the completion rating.