Calculate a product-question response rate consistently

A question-response rate needs a clear denominator and a definition of what counts as an answer, especially when repeated questions are grouped.

A practical procedure

1. Define eligible product questions and decide how duplicates are counted before the session.

2. Mark each eligible question answered, pending or excluded with a reason.

3. Divide answered eligible questions by all eligible questions and keep the raw counts beside the percentage.

Worked example: a fictional session

In a fictional log, 18 of 24 eligible questions receive an answer: 18 divided by 24 gives 75%. The six unanswered questions remain visible.

Check the limits

A response rate does not establish that the answers were accurate or useful.