What is Response Rate?
Response Rate is a metric used to measure the percentage of employees who participate in a survey or chat with Amber. Response Rate can be calculated using either the number of chats sent or people covered.
Why does Response Rate matter?
The response rate denotes the overall participation of the organization, and by extension denotes the representation of the organization amongst the survey. For instance, if the response rate for your organization is 25%, then you cannot rely on the outcomes of the other metrics. Because the conclusions derived are only from 25% of the population and not representative of the organization
It is essential for the organization to obtain high participation rates (typically above 70-75%) to ensure that the metrics are reliable and that you can take constructive actions based on the results
Response Rate by People
Response Rate by People
What information is available in the Response Rate Summary slide?
1. Title of the Report
The title of the report gives you essential information such as the data source the report is generated from, the metric which is present on the slide, the type of data, and the time period in which the data is captured.
In the example mentioned above, Tenure is the data source, Response Rate (By People) is the metric presented on this slide, Chats Sent between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
The content is subject to change based on the configurations selected at the time of report generation.
💡 Note:
There can be multiple permutations and combinations for the title of the slide from the three data sources (Tenure, Pulse, and Exit) and from the various metrics on the Dashboard.
Multiple slides can also have the same title but with varying data depending on how the individual slides are configured at the time of report generation
2. Recipients / Audience Size
This refers to the number of people who have received one or more chats from the total number of people who meet the demographic and filter criteria configured at the time of report generation
In the example above, 1,302 represents the number of people within the user’s access who have been sent one or more chats, whereas 1436 is the total number of people in the user’s access. These numbers will be impacted by the demographic filters applied.
3. Number of People who Responded to Chats
This refers to the number of people who responded to at least one chat from the total chats that were sent for the selected audience in the given time period.
In the example above, 803 people have responded to one or more chats have been sent across 1302 people
It is essential to note that any person can receive multiple chats within the pre-defined criteria, and it is not mandatory that every person in this group would have received the same number of chats.
4. Average Response Rate
The average response rate is calculated as follows:
4.1 Past Period Comparison
The past period comparison allows you to compare the average response rate of the current period to that of the previous period to better understand the difference in response rates. Response rate calculation for the past period also follows the same calculation formula stated above.
Delta = Response rate of the current period - Response rate of the past period.
A positive number is indicated with a green triangle, while a negative number is indicated using a red triangle.
Two types of past-period comparisons can be configured:
Comparison with the immediately preceding period Considers the same span of time before the current reporting period. If the current period is for 1 quarter, 1 month OR 43 days, the past period will also consider the same time frame ending just before the current period starts.
In the current example, the past period is 1 year before the report was created and the dates arrived at are 01 May 2021 to 01 May 2022
Comparison with the same date and month, but in the previous year Similar to the above option, we consider the same span of time, but one year ago (irrespective of how long the period is). So, in the current example, if the reporting period is 01 May 2023 to 31 May 2023, the past period would be 01 Apr 2023 to 30 May 2023.
⚠️ This option is available only when the reporting period is 1 year or less.
5. Organization Response Rate
Organization Response Rate is the combined response of all employees in the organization for the stated period. The formula used to compute organization response is same as above.
💡 For instance, if 100 people are part of the organization and 30 people in your department, and assume everyone got at least 1 chat.
Response Rate is calculated using chats sent to 30 people in your department. Organization Response Rate is calculated using chats sent to all 100 people in the organization.
6. Response Distribution
Response Distribution helps understand the breakdown or distribution of chat interactions based on specific criteria. It provides an overview of how the chats are distributed among different states or buckets.
In this case, the distribution highlights the number of people who have (percentage split of) Responded vs Not responded by people who have been sent chats
7. Response Rate Trend
Response rate trend is a visual representation of how response rate changes over time. The line graph shows the Response Rate for each time period along with the number of chats sent.
The Horizontal axis represents the time period in which the chats were sent. The Time Period can be represented t in months, quarters, or years.
💡 Note:
The horizontal axis or the time period for the response rate can be changed at the time of configuring the slides
Monthly representation is available for up to 15 months, quarterly representation for up to 15 quarters, and yearly representation for up to 15 years.
The monthly option is available for reports having 15 months or lesser. Quarterly option is available for reports of more than 6 months and less than 45 months. The yearly option is available for reports spanning 2 years and more.
The response rate trend may vary based on configurations selected by the report creator. And the trend can be represented as a Normal or Cumulative trend.
💡 Normal vs. Cumulative Trend
The Normal trend shows the response rate for the chats in the specified month, quarter, or year.
Whereas, Cumulative trend shows the response rate as the sum of all chats up to the specified month, quarter, or year.
Response Rate by Chats (Default)
Response Rate by Chats (Default)
What information is available in the Response Rate Summary slide?
1. Title of the Report
The title of the report gives you essential information such as the data source the report is generated from, the metric which is present on the slide, the type of data, and the time period in which the data is captured.
In the example mentioned above, Tenure is the data source, Response Rate is the metric presented on this slide, Chats Sent between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
The content is subject to change based on the configurations selected at the time of report generation.
💡 Note:
There can be multiple permutations and combinations for the title of the slide from the three data sources (Tenure, Pulse, and Exit) and from the various metrics on the Dashboard.
Multiple slides can also have the same title but with varying data depending on how the individual slides are configured at the time of report generation
2. Recipients / Audience Size
This refers to the number of people who have received one or more chats from the total number of people who meet the demographic and filter criteria configured at the time of report generation
In the example above, 1307 represents the number of people within the user’s access who have been sent one or more chats, whereas 3024 is the total number of people in the user’s access. These numbers will be impacted by the demographic filters applied at
3. Chats Sent
This refers to the total number of chats sent to the recipients for the selected criteria in the given time period.
In the example above, 3109 chats have been sent across 1307 people
It is essential to note that any person can receive multiple chats within the pre-defined criteria, and it is not mandatory that every person in this group would have received the same number of chats.
4. Average Response Rate
The average response rate is calculated as follows:
4.1 Past Period Comparison
The past period comparison allows you to compare the average response rate of the current period to that of the previous period to better understand the difference in response rates. Response rate calculation for the past period also follows the same calculation formula stated above.
Delta = Response Rate of the current period - Response Rate of the past period.
A positive number is indicated with a green triangle, while a negative number is indicated using a red triangle.
Two types of past-period comparisons can be configured:
Comparison with the immediately preceding period This considers the same timespan before the current reporting period. If the current period is for 1 quarter, 1 month, or 43 days, the past period will also consider the same time frame ending just before the current period starts.
In the current example, the past period is 1 year before the report was created and the dates arrived at are 30th Apr 2021 to 30th Apr 2022.
Comparison with the same date and month, but in the previous year Similar to the above option, we consider the same span of time, but one year ago (irrespective of how long the period is). So, in the current example, if the reporting period is 01st May 2022 to 31st May 2023, the past period would be 01st May 2021 to 31 May 2022.
⚠️ This option is available only when the reporting period is 1 year or less.
5. Organization Response Rate
Organization Response Rate is the combined response of all employees in the organization for the stated period. The formula used to compute organization response is same as above.
💡 For instance, if 100 people are part of the organization and 30 people in your department, and assume everyone got at least 1 chat.
Response Rate is calculated using chats sent to 30 people in your department. Organization Response Rate is calculated using chats sent to all 100 people in the organization.
6. Response Distribution
Response Distribution helps understand the breakdown or distribution of chat interactions based on specific criteria. It provides an overview of how the chats are distributed among different states or buckets.
In this case, the distribution highlights the number of chats (percentage split of) Completed Chats, Dropped Chats, and Yet-to-start Chats.
7. Response Rate Trend
Response rate trend is a visual representation of how response rate changes over time. The line graph shows the Response Rate for each time period along with the number of chats sent.
The Horizontal axis represents the time period in which the chats were sent. The Time Period can be represented t in months, quarters, or years.
💡 Note:
The horizontal axis or the time period for the response rate can be changed at the time of configuring the slides
Monthly representation is available for up to 15 months, quarterly representation for up to 15 quarters, and yearly representation for up to 15 years.
The monthly option is available for reports having 15 months or lesser. Quarterly option is available for reports of more than 6 months and less than 45 months. The yearly option is available for reports spanning 2 years and more.
The response rate trend may vary based on configurations selected by the report creator. And the trend can be represented as a Normal or Cumulative trend.
💡 Normal vs. Cumulative Trend
The Normal trend shows the response rate for the chats in the specified month, quarter, or year.
Whereas, Cumulative trend shows the response rate as the sum of all chats up to the specified month, quarter, or year.