How are response rates calculated?

When your customer views your email containing the survey, we track that the images (the three faces) have been downloaded. We then assume this person has "seen" our survey. If the images aren't downloaded, we also assume that the survey has been seen if the recipient clicks one of the smiley face images to provide feedback.

Response rate, is an approximation of how often your recipients see our smiley face survey, expressed as a percentage, and is calculated based on the formula below: Number of CSAT Reviews Received / # of Surveys Seen = Response Rate %