Participation metrics

Participation metrics provide you with data you can use to analyze the effectiveness of your surveys. Participation metrics indicate how many customers are starting your surveys, completing your surveys, leaving your surveys before completion, and so on.

Most participation metrics are common across both the Customer Feedback reports and dashboard.

Metric	Formula	Description
Answered Survey Count	n/a	Number of surveys with at least one question answered or a survey close comment.
Survey Transfer Rate	Issued Surveys / Calls Handled Scorecards is the source of Calls Handled.	Percentage of customer contacts that result in a survey being issued. This applies only to voice surveys. When the Time Zone report parameter is not Agents Organization Time Zone and when the Date Range report parameter is not releative date range (last x day/week/month), the Survey Transfer Rate is displayed as NA.
Survey Response Rate	Answered Surveys / Issued Surveys	Percentage of issued surveys that result in at least one answered question or a survey close comment.
Survey Completion Rate	Completed Surveys / Answered Surveys	Percentage of answered surveys (surveys with at least one answered question or a survey close comment) that are completed in their entirety.
Question Completion Rate	Answered Questions / Minimum Possible Questions (for answered surveys)	Percentage of questions answered on surveys with at least one answer or a survey close comment. Survey branching can lead to a different number of issued questions on the survey.
Question Response Rate	# of times a question was answered / # times a question was offered (for answered surveys)	Percentage of times a question was answered on surveys with at least one answer or a survey close comment. NOTE: This metric is only available on the Participation by Survey report.