What is rating response rate?
This metric looks at the number of satisfaction surveys that customers fill out, compared to the number sent out. If only a few customers are returning surveys, it usually means they are only ambivalent towards your service.
Typically, only really angry or really happy customers take the time to give feedback. Providing more personalized, more effortless service can help to push “meh” customers into enthusiastic customers willing to return a quick survey.