Understanding Base Sheets - Response Rates

The Response Rates sheet helps you understand the health of your feedback requests: how many feedback requests you are sending to customers, which channels you are sending the requests over, and the number of feedback responses you receive.

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Response Rates

The following table describes the sections of the Response Rates sheet:

Section	Description and actions
SUMMARY	Provides the following at-a-glance statistics: Total volume of solicitations sent requesting feedback. The volume of solicitations that were delivered to the customers. The delivery % (ratio of delivered solicitations to sent solicitations). The volume of feedback received. The response rate, measured as the ratio of number of feedback items received divided by the number of feedback requests delivered. This calculation uses the solicited date when viewing response rates over time, for example, if a feedback request was sent to a customer in June and they responded in July, this item would be counted against the June response rate.
SOLICITATIONS	Shows the volume of feedback requests sent to customers over the past five quarters so you can compare them over the year and to the same quarter in the previous year. Click a vertical bar for a quarter to filter the data to show the volume of solicitations by month in the quarter. Follow the same process to drill down to week and to day.
FEEDBACK	Shows the volume of feedback received sent over the past five quarters so you can compare them over the year and to the same quarter in the previous year. Click a vertical bar for a quarter to filter the data to show the volume of feedback received by month in the quarter. Follow the same process to drill down to week and to day. Note: An item of feedback is recorded against the date the feedback was requested by.
RESPONSE RATE	Shows the feedback response rate for the past five quarters so you can compare them over the year and to the same quarter in the previous year. Click a vertical bar for a quarter to filter the data to show the feedback response rate by month in the quarter. Follow the same process to drill down to week and to day.
UNDELIVERED	Displays the top reasons solicitation were undelivered. Click the View Contacts… link to open a table containing each undelivered solicitation, the undelivered reason, and customer contact details.
FEEDBACK CHANNEL	Shows the percentage split of feedback requests by channel type. Hover over a segment of the pie chart to open a tooltip containing the volume of solicitations for that channel.
SOLICITATIONS & RESPONSE RATE - BY HOUR	Identifies the best times to send feedback requests to maximise your response rate. The vertical bars are a count of feedback requests delivered per hour and the line graph shows the response rate per hour.