Response rate & Respondents

Response rate

In the nps.today platform we are calculating counting the respondents to calculate a response rate.

Response rate is calculated in the following way:

Number of unanswered Campaign members exposed to a survey within the given time frame
+
The number of responses within the same time frame.

Respondents

To calculate the response rate, we count the respondents. Respondents is counted if a campaign member have a "first survey exposure". This mean, that all campaign members who had the chance to answer a survey is counted.

Below we have collected a list of the most common survey status codes, which excludes a campaign member from counting as a respondent.

Click here to see the full documentation of status codes.

Common status codes

Surveys with the following status codes, are NOT counted as a respondent:

Throttled (4002)
The respondent has recently received another survey from your account and a Throttling period on your campaign prevents the survey from being delivered.

Duplicates (4001)
The respondent already exists on this campaign and duplicates are not allowed on this campaign.

Invalid email (4005)
The respondents email address is clearly invalid. Ex. Missing @ or has no valid domain ending like .com no delivery attempt will be made.

Invalid Phone (4004)
Respondents phone number is invalid. Ensure the phone number is provided in the E.164 format. (+45... for DK, +1... for USA)

Email survey bounced (5001)
Email address is either invalid, blocked, unsubscribed (outside your account), does not exist or is in another way blacklisted at our mail provider.

SMS survey bounced(5201)
The targeted phone number is blacklisted by our SMS provider and no delivery attempt will be made.

Already Unsubscribed (3010)
Respondent has unsubscribed before this campaign participation.

Call Duration Too Short (4003)
When a survey is triggered from a call to a connected contact centre, but the call was shorter than a preset minimum talk time (default 10 seconds).