The way we calculate offline response rate right now is confusing because we use the date rate to gather the surveys and responses. Since people can take days (in cases even weeks) to respond to an email survey, that means that the responses gathered from the date range aren’t exactly from the surveys sent in that date range. I’ll explain with an example:

Let’s say a customer sends 100 email surveys the past month and then sends 100 email surveys in the current month. Some end users from the previous month might take some time to reply to the email survey, making those responses fall into this month’s date range. Let’s say 25 users from the previous month send reply today, along with the 100 users from the email send from the current month. That will make our backend calculate the offline response rate as:

(125 responses / 100 surveys sent) * 100 = 125%

I think showing a value over 100% might be confusing for customers. What do you think?!