Why does my satisfaction survey response rate always show a 100% response?

Question

Customers are receiving the satisfaction survey, but I know that 100% of my customers are not responding. Why is it showing as a 100% response rate?

Answer

A reason this can happen is that the offered to requester action is removed from or not added to the business rule that sends out your survey.

This action is available in the system automations and triggers that send satisfaction surveys to your customers. If the action is not included in the triggers and automations you use to send a survey, the response rate calculation won't be accurate. To solve this issue, add the offered to requester action to your automations and triggers.

For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.