We’re updating our CSAT Response Rates calculations so that they’re more meaningful and actionable metrics when comparing SMS and IVR (DTMF) surveys.
Response rates are calculated as follows:
- Response Rate = Surveys with a response / All Surveys sent
Right now, for an IVR (DTMF) survey, it is considered sent after the audio recording finishes. Meaning if a customer hangs up without hearing the end of the audio recording, the survey was not considered sent, causing your response rates to be higher than they should. Comparing this to an SMS survey that is considered sent when we send an SMS to your customer, the concept of needing to wait for the audio to end isn’t there -- comparing response rates would be like comparing apples to oranges
We'll be changing this so that they're both measured from after the survey is first sent.
Specifically, that will either be when the customer starts hearing the audio of the DTMF survey, or when Dialpad sends an SMS to your customer. This brings our measurements for both SMS and DTMF response rates inline with one another and helps you understand the impact of your surveys more clearly.
This diagram illustrates the current and future points at which we will measure a sent survey for DTMF and SMS.
What does this mean for me and my analytics?
On March 31, 2022, we’ll roll out these changes together with Ai CSAT In terms of what to expect, your response rates metric will likely be lower and more representative of actual survey response rates.
One important point to note is that we will only be showing these new metrics for calls received from March 31, 2022, and onward. Prior to this date, response rates will be calculated as they were previously.
Changes to CSAT Export
On March 31, 2022 we will now also only export calls with a survey response. For DTMF surveys, you will not see calls where users hung up before giving a response.