How to calculate response rate

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Response rate
Response rate is the rate that brands respond to messages or comments they receive on a daily basis. Not every single comment or message will need a response, and the amount you need to respond depends on the needs of your customers. Social media response rates vary by industry.


For the time period you’re interested in, add together the customer comments, messages or both that your team responded to by the total number of messages received. Multiple by 100, and you’ll have your percentage.

Why response rate matters
Though not every message calls for a response, you’ll want to make sure your south korea mobile database customer service team is responding to all the ones that do. Sprout used this metric for our own customer service approach and uncovered ways for our social team and customer service team to better collaborate and improve response rate and handle times.

Resolution rate
For those messages that do call for a response, your goal is typically to reach a positive conclusion. Resolution rate—the percentage of customer inquiries that are fully resolved—reveals how equipped your entire company is to address customer inquiries.