How to calculate your Service Experience feedback response rate

You can calculate your feedback response rate for any given time period by combining the data from HappySignals to the data in your ITSM tool.

This guide is written based on ServiceNow as the ITSM tool, but the same general principles apply to other tools as well.

Select your time period, ticket type and check the number of feedback responses

First, you need to select the time period for your response rate calculation. We also suggest that you calculate the response rate separately for each ticket type. It possible to calculate the response rate for all ticket, but it requires a bit more work on your ITSM tool. Once you have selected the time period and ticket type, you need to check the number of feedbacks that have been received.

  1. Select your time period
    Select your period
  2. Select the ticket type
    Select your ticket type
  3. Check the number of received responses

    Check the feedback surveys triggers for the selected ticket type

    Once you know the ticket type for which you want to calculate the response rate, then you can check what are the triggers for the feedback surveys in your ITSM tool. In ServiceNow, you can do this by navigating to the email notifications. Set the filters in the notifications so, that only active notifications are displayed, the table is the same as the ticket type you've selected and the notification message contains "happysignals". Then you need to open the filtered notifications and check the trigger conditions for them. Make a note of the triggers, because you will need them later.

    1. Navigate to System Notifications -> Email -> Notifications
    2. Filter for notifications that are active, the table is the same as the ticket type and the notification message contains "happysignals"
    3. Open the notifications and check the trigger conditions for them. This can be found in the "When to send" tab in ServiceNow

    Find out how many tickets have triggered the feedback survey in your ITSM tool

    Once you know the triggers for the selected ticket type you can check how many feedback surveys have been sent out by your ITSM tool. Do this by navigating to the table for the selected ticket type. Set the filters in the table so that they match the notification triggers for the feedback survey notifications and that the triggers have been applied only in the time period you've selected. Then make a note of the total number of tickets match the conditions. The example below is for incidents that have been resolved within the last two months. 

    Calculate the response rate

    Now that you have the number of feedback surveys sent out by the ITSM tool and the number feedback responses, it is possible to calculate the response rate for the specific time period.

    The formula to calculate the response rate is quite simple:

    response rate % = number of feedback responses divided by number of feedback surveys sent times 100

    Things to consider about the response rate

    It's important to note that the response rate calculated this way is not pinpoint accurate because there is no time limit after which a survey recipient cannot provide feedback anymore. Therefore the number of responses might include responses to surveys that were sent out prior to your selected timeframe and miss some responses to surveys that were part of your timeframe but the response only came after the end of your timeframe. Though usually, the people who intend to respond to the survey, do it quite quickly after the survey is received. So although the response rate is not pinpoint accurate, it will give you a very good approximation of the actual rate.

     

    See our tips on how you can improve your response rate with email notification design.