How do we calculate the metrics?

Response rate

Within the Customer Satisfaction reporting, the response rate is also displayed, but where does this number come from?

The response rate shows a percentage of surveys that have been send and also received a response within the selected timeframe. 

So, in the example above, only the green fields are calculated, which makes that in the selected time period, three surveys have been sent and one of them has received a response in that same timeframe, giving a response rate of 33%. 

The receiving of survey A does not count, because it was not sent within the selected timeframe, and the receiving of survey C was also not counted as it is not yet there in the selected timeframe.