Connect to IntercomSurvey Response Rate
Survey Response Rate measures the percentage of customers who complete a satisfaction survey (CSAT, NPS, or CES) out of those who were sent one. It is a data-quality metric — low response rates introduce sampling bias, typically skewing toward extreme opinions (very satisfied or very angry customers respond most). Response rate is often as important to track as the score itself, because a score from 3% of conversations tells you far less than a score from 25%.
Survey Response Rate = (Completed surveys ÷ Surveys sent) × 100
Report "completed response rate" (surveys fully answered) separately from "open rate" (surveys clicked open). Response rate refers to completed surveys. A high response rate does not guarantee representative data — survey timing and question wording also affect bias.
Post-interaction CSAT surveys, B2B SaaS
Calculate your survey response rate
- 1Reporting satisfaction scores without noting the response rate — a 95% CSAT from 3% of conversations is not comparable to 90% CSAT from 25% of conversations.
- 2Over-surveying — teams that survey every interaction suppress response rates through survey fatigue. Strategic sampling outperforms blanket surveying.
- 3Conflating email open rate with survey response rate — customers who open the survey email but don't complete it count as non-respondents.
- 4Not tracking response rate trends by agent or channel — low response rates on specific agents may indicate survey delivery problems, not just disengagement.