NPS Response Rate Calculator

A good response rate depends on the channel. Email surveys typically see 6-15%, in-app surveys 30-50%, and post-interaction surveys 15-25%. Any rate below 20% for email means you are hearing from a small fraction of your customer base, which can skew your NPS score and hide important feedback.

Low response rates create a selection bias. Customers who respond to surveys tend to be either very happy or very unhappy. The silent majority in the middle, who may be quietly considering alternatives, goes unheard. Your NPS score may look fine while churn is building in the background.

Keep surveys short (one question plus one open-ended follow-up). Send at the right moment (post-interaction, not random). Personalize the ask. Close the loop by sharing what you did with past feedback. Consider alternative channels: in-app prompts typically get 3-5x higher response rates than email.

Customers who never respond to surveys are not necessarily satisfied. Many simply ignore survey requests. AI-powered voice conversations reach these customers through a different channel (phone call), often capturing feedback from customers who would never fill out a form.

Divide the number of survey responses received by the total number of surveys sent, then multiply by 100. For example, 120 responses from 1,000 surveys sent equals a 12% response rate.

Yes, significantly. Each additional question reduces completion rates. A single-question NPS survey (the 0-10 recommendation question) typically gets 2-3x higher completion than a 10-question survey. If you need deeper insights, consider following up with a conversation rather than adding more survey questions.

For relationship NPS, quarterly is standard. For transactional NPS (after specific interactions), send immediately after the event. Avoid surveying the same customer more than once per quarter to prevent survey fatigue, which further reduces response rates.