Response Rate
Every other Insights report depends on one thing: people actually receiving and answering your surveys. Response Rate is the report that protects that. It has nothing to do with satisfaction scores — instead it follows each invitation through the funnel, from the moment it's created to the moment a customer hits submit, and shows you exactly where people drop off. If you run a CRM or operations team, this is the report that answers "are my surveys reaching customers, and where am I losing them?"
It's also the only report in Insights about deliverability mechanics — the plumbing behind your response volume. When numbers dip elsewhere, this is where you find out whether the cause is a delivery problem rather than a customer one.
What you'll see
A typical Response Rate report includes:
- Scorecards — Response Rate (submitted ÷ created), Open Rate (viewed ÷ dispatched), Submit Rate (submitted ÷ viewed) and Successfully Dispatched rate, each with a year-over-year delta.
- A rates-over-time line chart — open, submit and response rates trended month by month so you can see direction at a glance.
- A funnel chart — Dispatched → Viewed → Submitted → Completed, with the drop-off percentage at each step.
- Monthly stacked bars — funnel volume by stage, month by month.
- A "queues" lens by scheduled time — Scheduled → Dispatched → … — the did it send? view, alongside a successfully-dispatched trend.
- A distributed-vs-non-distributed donut — the share of invitations that went out versus those held back or pending.
- Status-breakdown tables — counts for Sent, Opened, Frequency Cap Hit, Pending, Unsubscribed, Failed, Ignored, Aborted and Quota Limit.
Filter the whole report by date range, workspace and questionnaire to focus on the programme you care about.
The report carries two lenses worth knowing apart. The scheduled-time view asks did it actually send? The created-time view asks did it convert into a response? Reading them together separates a delivery failure from an engagement failure.
Put it to work
- Plug the biggest leak. Read the funnel drop-offs in order — the largest gap is where to focus first, whether that's opens (timing, subject line) or submits (survey length, friction).
- Act on the status tables. A rising Failed or Frequency Cap Hit count points straight at a deliverability fix; growing Unsubscribed tells you about fatigue.
- Check timing with the queues lens. If invitations pile up at Scheduled or Dispatched, your send timing or capacity needs attention.
- Protect volume. Catch a falling response rate early, before it quietly thins out the data every other report relies on.
Two lenses, two different problems
If sends look healthy in the scheduled-time view but response rate is still low, the issue isn't delivery — it's engagement. Look at survey length, timing and audience. If sends themselves are stalling, start with frequency caps, failed sends and your dispatch capacity instead.