CSAT Response Rate

CSAT Response Rate is the share of offered satisfaction surveys that customers actually answered. In Zendesk it compares tickets where the satisfaction rating is Good or Bad against every ticket where the survey reached the requester, including those left at the Offered status.

Why CSAT Response Rate Matters

CSAT tells you how respondents felt. Response rate tells you how much of your queue those respondents represent. A 95% score built on a 10% response rate is a real signal from a small, self-selected group — usually your happiest and angriest customers — not a measure of every conversation. Without the response rate beside it, a satisfaction score cannot be sized or trusted.

How to Calculate

Surveys answered (Good + Bad ratings) / Surveys offered × 100

Count the denominator as surveys actually offered, not all solved tickets. Tickets that never triggered a survey were never eligible and would understate the rate.

In TicketBoard

TicketBoard helps you track CSAT response rate and related satisfaction metrics from your Zendesk data. Connect your account for instant visibility.