Why does my satisfaction survey response rate always show a 100% response?

Question

Customers are receiving the satisfaction survey, but I know that 100% of my customers are not responding. Why is it showing as a 100% response rate?

Answer

A reason this can happen is that the action which records the survey being sent has been removed (or not added) in the business rule distributing your survey. When satisfaction ratings are first enabled, the default automation has an event that is tracked on the ticket to indicate the survey was sent.

If this condition is removed or not added to other triggers and automations used to send your surveys, then the response rate calculation will be impacted. To get this condition back, simply go to your business rule responsible for the survey, click the green button with the plus sign (+) across from 'Add action' and select the options above in the new action. Once your changes are saved, future surveys should work and record as intended.

For more information, see the article: About CSAT(Customer Satisfaction) ratings in MorgWard Support.