What is Response Rate Across Demographics?
Response Rate across Demographics helps you organize your Response Rate by demographic groups such as department, location, touchpoint, etc.
Response Rate Across Demographics can be calculated using either the number of chats sent or people covered.
Why Does Response Rate Across Demographics Matter?
The response rate across demographics delineates the participation of the organization by demographic groups and helps. This is an essential metric for organizations to easily identify demographics that are performing well and those that need improvement.
Response Rate Across Demographics (by chats)
Response Rate Across Demographics (by chats)
📌 The metric ‘Response Rate Across Demographics (by Chats)’ is available for Tenure, Pulse, and Exit (pre-exit & post-exit) survey types. The nature of the information displayed and the calculations employed are the same.
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 demographic data that is grouped by,
the display layout (Top vs Bottom or List View) 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, Grouped by Vertical is the demographic data, Top vs Bottom is the display layout, Chats Completed between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
💡 The demographic data, people count, display layout, sorting, past period comparisons, and organization response rate can be configured at the time of report creation
2. Demographic Data
The demographic data section provides information on the demographic chosen for comparison, the cut-off for the Demographic values to be displayed on the slide as well as the sorting.
In the example mentioned above, Demographic chosen is Manager, the display layout is Top vs Bottom, the cut-off applied is those demographic values with at least 40 chats sent, and the sorting chosen is Response Rate (high to low).
💡 The user generating the report will have the option to choose the demographic, the minimum cut-off as well as the sorting that’s applied.
3. Demographic entity with the highest response rate
The demographic entity which has the highest response rate for the given demographic criteria is called out along with the total number of chats that were sent to the demographic entity
In the example above, Manager 1 is the Manager that has the highest response rate of 100%. And the response rate is calculated based on the 1.2K chats that were sent in the given date criteria
💡 What happens when every entity on the list has a 100% Response rate? When all entities have a 100% response rate, the entity is chosen which has the highest number of chats sent.
4. Demographic entity with the lowest response rate
The demographic entity which has the lowest response rate for the given demographic criteria is called out along with the total number of chats that were sent to the demographic entity
In the example above, Manager 6 is the Manager that has the lowest response rate of 2%. And the response rate is calculated based on the 59 chats that were sent in the given date criteria
💡 What happens when multiple entities on the list have the same lowest Response rate? When multiple entities have the same lowest response rate, that entity is chosen which has the least number of chats sent. However, if the highest and the lowest response are the same, this section is hidden.
5. Demographic entity with the greatest rise in Response Rate
This refers to the increase in Response Rate percentage points across the demographic. The demographic entity which has seen the greatest rise in response rate from the past period is called out along with the increment or decrement in chats sent.
In the example above, 8 refers to the increment in percentage points from the past period. Manager 1 is the Manager that has the highest increment. The increment of 8 points arises from the 100% Response Rate from 1.2K chats in the current period vs. 96% Response Rate from 960 chats from the past period.
💡 The entity with the greatest rise need not necessarily be the entity with the highest response rate
📌 This section appears only if past period comparison is enabled.
📌 This section is NOT available for Pulse Reachouts.
6. Demographic entity with the greatest fall in Response Rate
This refers to the decrease in Response Rate percentage points across the demographic. The demographic entity which has seen the greatest rise in response rate from the past period is called out along with the increment or decrement in chats sent.
In the example above, 5 refers to the decrement in percentage points from the past period. Manager 9 is the Manager that has the highest increment. The increment of 5 points arises from the 20% Response Rate from 588 chats in the current period vs. 25% Response Rate** from 450 chats from the past period.
💡 The entity with the greatest fall need not necessarily be the entity with the lowest response rate
📌 This section appears only if past period comparison is enabled.
📌 This section is NOT available for Pulse reachouts.
7. Display Layout
The slide can be summarized by categorizing data either as 'Top vs Bottom' performing values or as a list.
List View
List View
Selecting the ‘List View’ shows all the entities within the demographic as a List as shown in the image below.
A minimum of 3 and a maximum of 100 demographic entities can be displayed as a List. This can be configured at the time of report creation.
Top vs Bottom View
Top vs Bottom View
Selecting the 'Top vs Bottom' view shows comparisons between the top-performing entities and the least-performing entities within the demographic.
A minimum of 3 and a maximum of 50 demographic entities can be displayed in the ‘Top vs Bottom’ view. This can be configured at the time of report creation.
💡 If there are fewer than or equal to 2 demographic entities in the Top or Bottom views, the 'Top vs Bottom' view automatically changes to a 'list view'.
📌 The Top vs bottom view has a 5% cut-off between them. This means that there should be at least a 5% gap between the lowest Response Rate value of the TOP list and the highest Response Rate value of the bottom list.
7.1 Columns in the slide
Demographic
This represents the demographic chosen for comparison. For Example, the demographic chosen in the image is Managers. In this column, all the demographic elements (Managers in this case) defined in the system will be listed here if the people tagged to the Managers have been reached out during the period.
📌 If none of the members within a demographic were reached out during the reporting period, that department will not be listed on the screen
📌 The total number of people who were NOT tagged to any demographic is called out on the slide so that people interpreting the slide can factor in this information and any corrective measures can be taken to address such gaps.
People
People here refer to those who are tagged to the demographic and have received one or more reachouts during the reporting period.
Chats Sent
Chats Sent refers to the number of reachouts that have been sent to people during the reporting period.
Response Rate
The average response rate is calculated as follows:
Delta
The Delta column here refers to the Past Period Comparison, which allows you to compare the average response rate of the current period to that of the previous period to understand the difference in response rates.
Response rate calculation for the past period also follows the same calculation formula stated above.
📌 Past Period Comparison only applies to Tenure, Pre-exit, and Post exit
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.
Organization Response Rate
📌 Applies only to Tenure, Pre-exit, and Post exit
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 the same as above.
💡 For instance, if 100 people are part of the organization and 30 people are 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.
Response Rate Across Demographics (by people)
Response Rate Across Demographics (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 demographic data that is grouped by,
the display layout (Top vs Bottom or List View) 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, Grouped by Manager is the demographic data, Top vs Bottom is the display layout, Chats Sent between is the criteria, and 01 May 2022 to 01 May 2023 is the time period.
💡 The demographic data, people count, display layout, sorting, past period comparisons, and organization response rate can be configured at the time of report creation
2. Demographic Data
The demographic data section provides information on the demographic chosen for comparison, the cut-off for the Demographic values to be displayed on the slide as well as the sorting.
In the example mentioned above, Demographic chosen is Manager, the cut-off applied is those demographic values with at least 10 people, and the sorting chosen is Response Rate (high to low).
💡 The user generating the report will have the option to choose demographic, the minimum cut-off as well as the sorting that’s applied.
3. Demographic entity with the highest response rate
The demographic entity which has the highest response rate for the given demographic criteria is called out along with the total number of chats that were sent to the demographic entity
In the example above, Manager 1 is the Manager that has the highest response rate of 100%. And the response rate is calculated based on 560 people that were sent in the given date criteria
💡 What happens when every entity on the list has a 100% Response rate? When all entities have a 100% response rate, the entity is chosen which has the highest number of chats sent.
4. Demographic entity with the lowest response rate
The demographic entity which has the lowest response rate for the given demographic criteria is called out along with the total number of chats that were sent to the demographic entity
In the example above, Manager 6 is the Manager that has the lowest response rate of 2%. And the response rate is calculated based on the 32 chats that were sent in the given date criteria
💡 What happens when multiple entities on the list have the same lowest Response rate? When multiple entities have the same lowest response rate, that entity is chosen which has the least number of chats sent. However, if the highest and the lowest response are the same, this section is hidden.
5. Demographic entity with the greatest rise in Response Rate
This refers to the increase in Response Rate percentage points across the demographic. The demographic entity which has seen the greatest rise in response rate from the past period is called out along with the increment or decrement in people covered.
In the example above, 8 refers to the increment in percentage points from the past period. Manager 1 is the Manager that has the highest increment. The increment of 8 points arises from the 100% Response Rate from 201 people in the current period vs. 92% Response Rate from 160 people from the past period.
💡 The entity with the greatest rise need not necessarily be the entity with the highest response rate
📌 This section appears only if past-period comparison is enabled.
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📌 This section is NOT available for Pulse reach-outs.
6. Demographic entity with the greatest fall in Response Rate
This refers to the decrease in Response Rate percentage points across the demographic. The demographic entity which has seen the greatest rise in response rate from the past period is called out along with the increment or decrement in people covered.
In the example above, 5 refers to the decrement in percentage points from the past period. Manager 9 is the Manager that has the highest decrement. The decrement of 5 points arises from the 20% Response Rate** from 319 people in the current period vs. 25% Response Rate from 289 people from the past period.
💡 The entity with the greatest fall need not necessarily be the entity with the lowest response rate
📌 This section appears only if past-period comparison is enabled.
📌 This section is NOT available for Pulse reachouts.
7. Display Layout
The slide can be summarized by categorizing data either as 'Top vs Bottom' performing values or as a list.
Top vs Bottom View
Top vs Bottom View
Selecting the 'Top vs Bottom' view shows comparisons between the top-performing entities and the least-performing entities within the demographic.
A minimum of 3 and a maximum of 50 demographic entities can be displayed in the ‘Top vs Bottom’ view. This can be configured at the time of report creation.
📌 The Top vs bottom view has a 5% cut-off between them. This means that there should be at least a 5% gap between the lowest Response Rate value of the TOP list and the highest Response Rate value of the bottom list.
💡 If there are fewer than or equal to 2 demographic entities in Top or Bottom views, the 'Top vs Bottom' view automatically changes to a 'list view'.
List View
List View
Selecting the ‘List View’ shows all the entities within the demographic as a List as shown in the image below.
A minimum of 3 and a maximum of 100 demographic entities can be displayed as a List. This can be configured at the time of report creation.
💡 The ‘List View’ can be sorted by:
(i) Response Rate: High → Low or Low → High
(ii) People count: High → Low or Low → High
(iii) Demographic Values: a→z or z→a
7.1 Columns in the slide
Demographic
This represents the demographic chosen for comparison. For Example, the demographic chosen in the image is Managers. In this column, all the demographic elements (Managers in this case) defined in the system will be listed here if the people tagged to the Managers have been reached out during the period.
📌 If none of the members within a demographic were reached out during the reporting period, that department will not be listed on the screen
📌 The total number of people who were NOT tagged to any demographic is called out on the slide so that people interpreting the slide can factor this information and any corrective measures can be taken to address such gaps.
People
People here refer to those who are tagged to the demographic and have received one or more reachouts during the reporting period.
Chats Sent
Chats Sent refers to the number of reactouts that have been sent to people during the reporting period.
Response Rate
The average response rate is calculated as follows:
Delta
The Delta column here refers to the Past Period Comparison, which allows you to compare the average response rate of the current period to that of the previous period to understand the difference in response rates.
Response rate calculation for the past period also follows the same calculation formula stated above.
📌 Past Period Comparison only applies to Tenure, Pre-exit, and Post exit
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.
Organization Response Rate
📌 Applies only to Tenure, Pre-exit and Post exit
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 the 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.