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Feedback Response Rate

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What is Feedback Response Rate?

Feedback Response Rate (FRR) is a metric that measures the percentage of feedback requests that receive a response from customers or users. It’s a crucial indicator of how engaged and invested your audience is in your product, service, or brand.

When customers take the time to respond to feedback requests, it often indicates that they are either very satisfied or very dissatisfied with their experience.

The Importance of Feedback Response Rate

Understanding your FRR is vital for several reasons:

1. Engagement Insight: A high FRR indicates that your customers are engaged and willing to share their thoughts. This can be a sign of strong customer loyalty or a particularly emotive experience.

2. Quality Feedback: The more responses you get, the more data you have to work with. This can lead to more accurate insights and better decision-making.

3. Identifying Issues: A sudden drop in FRR might indicate a problem with the feedback mechanism or a broader issue with the customer experience. Monitoring this rate can help businesses identify and address issues promptly.

Feedback Response Rate

Why Feedback Response Rate is so important?

Calculating Feedback Response Rate


Feedback Response Rate (FRR) = (Number of Responses Received / Number of Feedback Requests Sent) × 100

Number of Responses Received


Let’s say you sent out 1,000 feedback requests last month and received 300 responses. Using the formula:


This means that your Feedback Response Rate for the month is 30%.

Feedback Response Rate vs Other Metrics

FRR is just one of many metrics that businesses can use to gauge customer engagement and satisfaction. Here’s how it compares to some other related metrics:

1. Feedback Submission Rate: While FRR measures the percentage of feedback requests that receive a response, the Feedback Submission Rate measures the percentage of users who proactively provide feedback without being prompted.

2. Net Promoter Score (NPS): NPS gauges customer loyalty by asking how likely customers are to recommend a product or service. While FRR measures engagement, NPS measures satisfaction and loyalty.

Metric Definition Purpose
Feedback Response Rate Percentage of customers who respond to a feedback request after an interaction or purchase. Measure engagement and willingness of customers to provide feedback.
Customer Satisfaction (CSAT) Average score customers give to a specific experience or service. Usually rated on a scale (e.g., 1-5). Measure immediate customer satisfaction with a particular interaction.
Net Promoter Score (NPS) Measure of customer loyalty and willingness to recommend a product/service. Ranges from -100 to 100. Understand long-term customer satisfaction and loyalty.

Utilizing Feedback Response Rate

FRR can be used in various ways:

1. Product Development: By analyzing the feedback received, businesses can identify areas of improvement in their products or services.

2. Customer Service: Feedback can highlight areas where customer service can be improved or where it’s excelling.

3. Marketing Strategies: Understanding what customers like or dislike can inform marketing strategies, ensuring that promotions resonate with the target audience.

Ready to Optimize Feedback Response Rate?

KEBS, a leading PSA Software, offers tools that can help businesses optimize their FRR. Here’s how:

With KEBS project management tools, businesses can automate feedback requests, ensuring that they reach customers at the optimal time. KEBS finance management software provides in-depth analytics, helping businesses understand their FRR better and identify trends or issues. KEBS can be integrated with other business systems, ensuring that feedback is seamlessly incorporated into all areas of a business, from resource management to deal management.

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KEBS Helpdesk

Ready to optimize your Feedback Response Rate? Contact KEBS today or request a demo to see how our software can transform your feedback strategy.

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