Response rate & Respondents
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.
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).