Customers are receiving the satisfaction survey, but you know it just can't be possible 100% of them are responding. Why might this be happening?
The number one reason this can happen is that the action which records the survey being sent has been removed (or not added) on the business rule distributing your survey. When satisfaction ratings are first enabled, the default automation has an event that is tracked on the ticket to indicate the survey was sent:
If this condition is removed or not added to other triggers and automations used to send your surveys, then the response rate calculation will be impacted. To get this condition back, simply go to your business rule responsible for the survey, click the green button with the plus sign (+) across from 'add action' and select the options above in the new action. Once your changes are saved, future surveys should work as intended.
If you want to learn more about satisfaction ratings, please have a look at this article.