Understanding Survey Response Rates

Survey response rates help measure how many patients complete the surveys they receive.

Understanding response rates helps practices evaluate how effectively feedback is being collected.

How Response Rate Is Calculated

Response rate compares the number of completed surveys to the number of surveys sent.

Example:

If 100 surveys are sent and 20 patients complete the survey, the response rate is 20%.

What Counts as Sent, Opened, and Completed

Protoqual tracks several stages of survey activity.

Sent

The survey notification was delivered to the patient.

Opened

The patient opened the survey.

Completed

The patient finished and submitted the survey.

Why QR Surveys Behave Differently

QR surveys are not sent directly to patients.

Instead, patients access the survey themselves by scanning the code.

Because of this:

• Protoqual tracks opens and completions
• Protoqual does not track how many times the QR code was displayed

This can affect how response rates appear for QR-based surveys.

Factors That Influence Response Rates

Several factors can affect response rates:

• Timing of the survey
• Clarity of the message
• Survey length
• Patient engagement

Surveys sent shortly after a visit often receive higher response rates.