Response Metrics & Engagement KPIs

Metrics and KPIs that show how people engage with your surveys, how responses arrive, and how inclusive participation is across languages.

Terms here cover response and completion rates, language and demographic breakdowns, drop‑off and timeliness metrics, and indicators of engagement quality and representativeness.

Active Member Rate

Active Member Rate is the percentage of a defined community that has taken an action (for example completed a survey or submitted feedback) within a chosen time period. It measures how many members are actively participating rather than just registered or invited.

Average Completion Time

Average completion time is the typical length of time respondents take to finish a survey. It helps you judge respondent burden and compare how long different audiences or language versions take to complete the same form.

Average Response Time

Average response time is the typical amount of time participants take to complete a survey or form. It shows how long your questionnaire feels to respondents and helps spot questions or languages that slow people down.

Comment-to-Post Ratio

The comment-to-post ratio measures the average number of comments (or replies) each post generates. It’s a simple way to gauge how much discussion or engagement content is attracting.

Completion Rate

Completion rate is the proportion of people who start a survey and finish it. It’s a quick measure of how many respondents complete the full questionnaire compared with those who began it.

Contribution Rate

Contribution rate is the percentage of people who completed (or submitted) a survey or form out of a defined group of invitees or visitors. It measures how many invited or reached people actually contributed answers.

Coverage Error Rate

Coverage error rate is the share of the target population that is excluded from your survey’s sampling frame. It measures how much of the group you want to hear from isn’t actually reachable by the way you’ve set up or distributed the survey.

Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it was for a person to complete a task — typically by asking a single question about effort and scoring the response. It helps organisations spot friction that reduces participation or satisfaction.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) measures how satisfied people are with a specific interaction, product or service. It’s normally reported as the percentage of respondents who give a positive rating on a short satisfaction question.

DAU/MAU Ratio

DAU/MAU ratio compares the number of daily active users to monthly active users to measure how often people return to a product. It’s expressed as a percentage and is used as a simple indicator of user engagement or “stickiness.”

Daily Active Users (DAU)

Daily Active Users (DAU) counts the unique people who use a product or service on a given day. In survey and engagement work, DAU can mean the number of participants answering forms that day or the number of administrators actively managing surveys.

Data Quality Rate

Data Quality Rate (DQR) is the percentage of survey responses that meet predefined quality criteria (complete, valid and usable) out of all responses collected. It helps teams judge how much of their data is reliable for analysis and decision-making.

Engagement Rate

Engagement rate measures how many people you reached who actually interacted with a survey or form. It shows whether your outreach and the survey experience are encouraging people to start or complete the questionnaire.

Follow-up Rate

Follow-up rate is the percentage of people who take a requested next step after an initial contact — for example responding to a second survey, attending an event, or completing a verification task. It measures how many participants remain engaged after the first interaction.

Item Completion Rate

Item completion rate is the percentage of respondents who answer a specific survey question (item). It helps you spot questions that cause drop‑off, confusion or deliberate skipping.

Item Nonresponse Rate

Item nonresponse rate is the share of respondents who skip or leave a specific question blank. It shows which questions are being avoided or not answered within a survey.

Median Completion Time

Median completion time is the middle value of all respondents’ survey durations — half finished faster and half took longer. It shows the typical time people spend completing a form, and is less skewed by extreme values than an average.

Moderation Response Time

Moderation response time is the elapsed time between when a participant submits content (a survey answer, comment or file) and when a moderator or admin takes the first moderation action (approve, reject, flag or reply). It’s a core operational metric for how quickly a team reviews user-provided content.

Monthly Active Users (MAU)

Monthly Active Users (MAU) is the number of unique people who use Hearo at least once during a given 30‑day period. It’s a simple measure of how many distinct users are actively engaging with your surveys, forms or admin tools each month.

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a simple metric that measures how likely people are to recommend your organisation, service or survey to others. It’s calculated from a single 0–10 question and expressed as a score between −100 and +100.

Nonresponse Bias

Nonresponse bias happens when the people who don't answer a survey differ in important ways from those who do, causing the survey results to be misleading. Language barriers are a common cause of nonresponse bias in multilingual communities.

Participation Rate

Participation rate is the percentage of the invited or reached population who take part in a survey. It measures how many people responded compared with how many were asked or eligible.

Post Interaction Rate

Post Interaction Rate measures how many people engage with a survey announcement or invitation (a “post”) relative to how many people saw it. It shows how effective your outreach is at prompting people to click, start, or otherwise interact with the survey link.

Questionnaire Abandonment Rate

Questionnaire abandonment rate is the percentage of people who start a survey but leave before finishing it. It shows how many started the questionnaire but did not submit a completed response.

Reaction Rate

Reaction rate measures how many people take a lightweight action (like a thumbs-up, emoji, comment or quick vote) after seeing a message, post or survey invitation. It shows immediate engagement rather than full survey completion.

Repeat Participation Rate

Repeat Participation Rate (RPR) measures the proportion of people who take part in your surveys more than once over a defined period. It shows how many respondents are returning contributors rather than one‑time participants.

Respondent Retention Rate

Respondent Retention Rate measures the share of people who stay engaged with a survey or study over time — either completing a multi‑page form or returning for later waves of the same study.

Response Bias

Response bias is any systematic error that makes survey answers differ from the truth because of who responds or how questions are perceived. In multilingual surveys, language barriers and translation choices are common sources of response bias.

Response Latency

Response latency is the amount of time it takes a participant to start and complete (or to move through) a survey or individual question. It’s usually reported per respondent, per question, or as an aggregate across a survey.

Response Quality Score

A Response Quality Score is a numeric indicator that summarises how useful, complete and trustworthy an individual survey response is. It helps teams prioritise, filter and weight responses for analysis and follow-up.

Response Rate

Response rate is the proportion of people who complete a survey out of the group invited or eligible to respond. It’s a basic measure of how many people you reached and who chose to take part.

Sampling Bias

Sampling bias occurs when the people who respond to a survey are not representative of the whole population you care about, causing results to be skewed. It often happens when some groups are harder to reach or less likely to respond.

Sentiment Score

A sentiment score is a simple numeric measure that summarizes whether a piece of text (like an open‑ended survey response) is positive, negative or neutral. It converts free‑text feedback into a value you can track, filter and compare at scale.

Start Rate

Start rate is the share of people who begin a survey out of the group who were invited or reached. It measures initial engagement — whether your invitation and first page encourage people to take the first step.

Survey Fatigue Index

The Survey Fatigue Index (SFI) is a single score that measures how tired or disengaged respondents become while completing a survey. It combines completion, timing and response-quality signals so teams can spot when a survey is losing participants or producing lower-quality answers.

Thread Participation Rate

Thread Participation Rate measures the share of people who contribute to a specific discussion or comment thread (for example an open-text question or consultation comment stream) out of those who had the opportunity to take part. It quantifies conversational engagement beyond simple survey completion.