> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Rating Response Rate, Intercom > The share of closed Intercom conversations that received a customer rating over 30 days — the coverage figure that tells you how trustworthy your CSAT really is. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Helpdesk / Customer support](/nerve-centre/connectors#connectors-by-type) > The percentage of rateable (closed) conversations that actually received a `conversation_rating` over 30 days — the sample-size check that tells you how much to trust every other CSAT card. ## At a glance > **Rating Response Rate** is a customer-satisfaction metric tracked from your Intercom workspace. It is the quiet but essential companion to every CSAT card: the share of closed conversations your customers actually rated. CSAT measures *how happy* the customers who rated are; this card measures *how many bothered to rate* — and therefore how representative that satisfaction number is. For the Blitz founder, a 92% CSAT built on a 4% response rate is a feel-good illusion; the same 92% on a 45% response rate is a result you can stand behind. Read this card first to know how much weight the others can carry. | | | | --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The percentage of rateable conversations (those closed in the window, where Intercom would have invited a rating) that received any `conversation_rating` at all (1-5★) over the last 30 days. It counts coverage, not sentiment — a 1★ and a 5★ both count equally as "rated." | | **Sample type** | API-derived from the Intercom `conversations` endpoint. Vortex IQ counts conversations carrying a `conversation_rating` and divides by the closed conversations eligible to be rated in the window. | | **Why it matters** | Response rate is the confidence interval around your CSAT. Low coverage means your satisfaction scores are driven by a self-selecting minority — often the most delighted and the most furious — and can swing wildly on a handful of ratings. Lifting response rate makes every other satisfaction card more reliable and gives you a fuller read on the silent majority. | | **Reading the value** | Read it as a trust gauge for the CSAT family. A healthy response rate (commonly 15-40% for ecommerce support, depending on how you ask) means CSAT is representative; a thin one means treat CSAT directionally and avoid per-agent conclusions on small samples. Watch the direction too — a falling response rate quietly undermines every CSAT read. | | **Currency** | percent | | **Time window** | `30D` | | **Alert trigger** | — (no threshold; monitored for direction) | | **Sentiment key** | — | | **Roles** | owner, operations | ## Calculation Vortex IQ divides the number of conversations that received a `conversation_rating` (any value 1-5★) by the number of rateable conversations — those closed in the 30-day window where Intercom presented a rating request. The result is a coverage percentage. This card has no alert threshold by design: it is context for the other satisfaction cards rather than an operational alarm. Use it to qualify the denominator behind [CSAT](/nerve-centre/kpi-cards/intercom/csat), [CSAT Trend](/nerve-centre/kpi-cards/intercom/csat-trend), and [CSAT by Agent](/nerve-centre/kpi-cards/intercom/csat-by-agent). ## Worked example *A representative reading of **Rating Response Rate** for Blitz.* The headline CSAT gauge reads a glowing 95%, and the founder is ready to put it on the homepage. Then you open this card: response rate is 6%. Of roughly 1,100 closed conversations last month, only 66 were rated. That 95% rests on the 66 most-motivated customers — and motivated customers skew positive after a quick win or negative after a disaster, with the quiet middle absent entirely. You make two moves: switch the rating request from email-only to an in-conversation prompt right after close, and shorten the ask. Over the next 30 days response rate climbs to 31% — about 340 ratings — and CSAT settles to a truer 88%. It is a lower number but a real one, and now CSAT by Agent has enough per-agent samples to be worth acting on. To trace which channels under-collect ratings, open Vortex Mind; to ask "what's our rating response rate by channel this month?" in plain English, use Ask Viq. ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | ---------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | | [`ic_csat_score`](/nerve-centre/kpi-cards/intercom/csat) | The number this card qualifies — never read CSAT without checking its response rate. | | [`ic_csat_trend`](/nerve-centre/kpi-cards/intercom/csat-trend) | A CSAT trend on thin coverage is volatile; this card tells you how much to trust the slope. | | [`ic_csat_by_agent`](/nerve-centre/kpi-cards/intercom/csat-by-agent) | Per-agent CSAT needs enough ratings per agent — response rate sets the floor for that. | | [`ic_handled_by_agent`](/nerve-centre/kpi-cards/intercom/conversations-handled-by-agent) | The volume side: handled conversations are the denominator response rate samples from. | | [`ic_volume_by_channel`](/nerve-centre/kpi-cards/intercom/volume-by-channel) | Response rates vary by channel; pair the two to see where rating prompts under-collect. | ## Reconciling against the vendor's own dashboard **Where to look in Intercom's own dashboard:** In Intercom, open **Reports → Customer satisfaction**. The report shows the number of conversations rated alongside the number eligible, and many workspaces expose a "response rate" or "coverage" figure directly. If yours does not, divide the rated count by the closed/rateable count for the same date range — that is exactly what this card computes. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------- | ------------------------------------------------------------- | | **Denominator definition.** Vortex IQ uses rateable (closed, rating-invited) conversations; Intercom may divide by *all* closed conversations or by conversations where a rating was actually *sent*. | Variable | Confirm the denominator Intercom's report uses. | | **Rating-request settings.** Whether a rating is offered depends on your workspace rules (channel, bot vs human, reopen). Conversations never offered a rating may or may not count in the base. | Variable | Review which conversations are configured to request ratings. | | **Window edges.** A conversation closed late in the window but rated after it ends may count as rateable-but-unrated until the rating lands. | Marginal | Allow for late-arriving ratings before judging the figure. | | **Time zone.** Workspace time zone vs merchant reporting time zone shifts boundary conversations. | Marginal | Confirm time-zone match. | **Cross-connector reconciliation:** because response rate sets the reliability of every other CSAT card, read it before drawing conclusions from [Negative-Rated Conversations](/nerve-centre/kpi-cards/intercom/negative-rated-conversations) or [CSAT by Agent](/nerve-centre/kpi-cards/intercom/csat-by-agent). For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Rating Response Rate update?** The card refreshes on the standard data refresh (typically every 30-60 minutes). The denominator (closed conversations) settles quickly, while the numerator keeps ticking up as customers submit late ratings. **Q: Why does my Intercom number differ?** Almost always the denominator. Vortex IQ divides by rateable conversations; Intercom may divide by all closed conversations or only those where a rating was actually sent. Match the base before comparing. **Q: What is a good response rate?** There is no universal target, which is why this card has no alert threshold. For ecommerce support, in-conversation prompts often reach 20-40% while email-only asks sit in single digits. Track your own baseline and aim to lift it; a rising rate makes every CSAT card more trustworthy. **Q: Why does this card have no alert trigger?** By design. It is context, not an alarm — the figure you read *before* trusting the other satisfaction cards. You can still monitor its direction in Nerve Centre and set a custom watch in the Sensitivity tab if you want to be warned when coverage falls. *** ### Tracked live in Vortex IQ Nerve Centre *Rating Response Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.