How it works
Response rate uses invited or delivered surveys as the denominator, and the definition must remain consistent. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business example
A team calculates the share of invited customers who submitted responses.
What to consider
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.