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I am curious how the Survey Performance Calculations are computed.

For example, for March as of close of business on the 18th, we have been offered 4,101 calls. We have answered 4062 calls (or possible opportunities for the survey). Survey Performance shows that 1,627 were sent to the survey, 1,350 were abandoned, and 277 were completed, earning a 17% response rate and a score of 88.6%. I do understand that the "complete" rate includes both fully and partially completed surveys.

However, my calculations show that the response rate is elevated. Here is what I have been tracking, based on fully completed surveys.

#Calculations

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
------------------------------

Hi Amy,

The calculations are all listed in the Survey Performance Summary view of View available columns in performance views by category section of the resource center.

Response rate is stated as: Calculated by: (Surveys Sent / Surveys Completed) * 100

Based on this, it is a response rate to the number of surveys sent. It might be worth raising a case with care to help clarify the numbers and/or the number of calls actually being sent to the survey.

I am curious how the Survey Performance Calculations are computed.

For example, for March as of close of business on the 18th, we have been offered 4,101 calls. We have answered 4062 calls (or possible opportunities for the survey). Survey Performance shows that 1,627 were sent to the survey, 1,350 were abandoned, and 277 were completed, earning a 17% response rate and a score of 88.6%. I do understand that the "complete" rate includes both fully and partially completed surveys.

However, my calculations show that the response rate is elevated. Here is what I have been tracking, based on fully completed surveys.

#Calculations

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
------------------------------

That still doesn't seem to come out correctly - (1627/277)*100 = 518%... it does work if it is Surveys Completed/Calls Sent - (277/1627)*100 = 17%... but it still isn't an accurate representation of events.

To get an accurate number of actual surveys, shouldn't it be the number of completed surveys divided by the number of answered calls? I could even make a case for calls released to survey instead of answered calls. I could measure answered vs released to survey as it's own mark.

Hi Amy,

The calculations are all listed in the Survey Performance Summary view of View available columns in performance views by category section of the resource center.

Response rate is stated as: Calculated by: (Surveys Sent / Surveys Completed) * 100

Based on this, it is a response rate to the number of surveys sent. It might be worth raising a case with care to help clarify the numbers and/or the number of calls actually being sent to the survey.

I am curious how the Survey Performance Calculations are computed.

For example, for March as of close of business on the 18th, we have been offered 4,101 calls. We have answered 4062 calls (or possible opportunities for the survey). Survey Performance shows that 1,627 were sent to the survey, 1,350 were abandoned, and 277 were completed, earning a 17% response rate and a score of 88.6%. I do understand that the "complete" rate includes both fully and partially completed surveys.

However, my calculations show that the response rate is elevated. Here is what I have been tracking, based on fully completed surveys.

#Calculations

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
------------------------------

Good point on the calculation being the wrong way round in the resource center, I will feed that back. But it is the response rate to the sent surveys.  I think it is using the metrics nSurveysSent and nSurveyResponses (but I will double check that).  It isn't a % of calls to surveys.  Although, it should work if all calls do actually go to the survey. 

This is where it would be useful to for care to look at the actual numbers and if you are expecting all calls to to go the survey, if they are or not.  

That still doesn't seem to come out correctly - (1627/277)*100 = 518%... it does work if it is Surveys Completed/Calls Sent - (277/1627)*100 = 17%... but it still isn't an accurate representation of events.

To get an accurate number of actual surveys, shouldn't it be the number of completed surveys divided by the number of answered calls? I could even make a case for calls released to survey instead of answered calls. I could measure answered vs released to survey as it's own mark.

Hi Amy,

The calculations are all listed in the Survey Performance Summary view of View available columns in performance views by category section of the resource center.

Response rate is stated as: Calculated by: (Surveys Sent / Surveys Completed) * 100

Based on this, it is a response rate to the number of surveys sent. It might be worth raising a case with care to help clarify the numbers and/or the number of calls actually being sent to the survey.

I am curious how the Survey Performance Calculations are computed.

For example, for March as of close of business on the 18th, we have been offered 4,101 calls. We have answered 4062 calls (or possible opportunities for the survey). Survey Performance shows that 1,627 were sent to the survey, 1,350 were abandoned, and 277 were completed, earning a 17% response rate and a score of 88.6%. I do understand that the "complete" rate includes both fully and partially completed surveys.

However, my calculations show that the response rate is elevated. Here is what I have been tracking, based on fully completed surveys.

#Calculations

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
------------------------------

I tried to find a way to simply email you this question but we aren't connected so I guess I cannot. So... when you say "it would be useful for care to look at the actual numbers", who are you referring to? I apologize but I don't follow.

Good point on the calculation being the wrong way round in the resource center, I will feed that back. But it is the response rate to the sent surveys.  I think it is using the metrics nSurveysSent and nSurveyResponses (but I will double check that).  It isn't a % of calls to surveys.  Although, it should work if all calls do actually go to the survey. 

This is where it would be useful to for care to look at the actual numbers and if you are expecting all calls to to go the survey, if they are or not.  

That still doesn't seem to come out correctly - (1627/277)*100 = 518%... it does work if it is Surveys Completed/Calls Sent - (277/1627)*100 = 17%... but it still isn't an accurate representation of events.

To get an accurate number of actual surveys, shouldn't it be the number of completed surveys divided by the number of answered calls? I could even make a case for calls released to survey instead of answered calls. I could measure answered vs released to survey as it's own mark.

Hi Amy,

The calculations are all listed in the Survey Performance Summary view of View available columns in performance views by category section of the resource center.

Response rate is stated as: Calculated by: (Surveys Sent / Surveys Completed) * 100

Based on this, it is a response rate to the number of surveys sent. It might be worth raising a case with care to help clarify the numbers and/or the number of calls actually being sent to the survey.

I am curious how the Survey Performance Calculations are computed.

For example, for March as of close of business on the 18th, we have been offered 4,101 calls. We have answered 4062 calls (or possible opportunities for the survey). Survey Performance shows that 1,627 were sent to the survey, 1,350 were abandoned, and 277 were completed, earning a 17% response rate and a score of 88.6%. I do understand that the "complete" rate includes both fully and partially completed surveys.

However, my calculations show that the response rate is elevated. Here is what I have been tracking, based on fully completed surveys.

#Calculations

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
------------------------------