Response Rate shows how many invited people replied.
Coverage Rate shows how much of the client portfolio is represented in the feedback.
Response Rate is about participation.
Coverage Rate is about portfolio visibility.
Why the difference matters:
A high response rate does not automatically mean you have a full view of your client portfolio. You may receive many responses from a few accounts, while other accounts remain uncovered.
Coverage Rate helps show whether the feedback is spread across your client base, or concentrated around only part of it. This makes coverage especially useful when you want to compare accounts, identify patterns, and prioritise action with confidence.
Example:
Imagine 100 people are invited across 10 client accounts.
10 people respond.
That gives a 10% response rate.
But if those 10 responses come from all 10 accounts, every account is represented.
That gives 100% coverage.
So even with a low response rate, the portfolio view may still be broad.
How to read the two metrics:
Use Response Rate to understand how many people participated.
Use Coverage Rate to understand how much of the portfolio you can see.
Low coverage means there may still be blind spots.
High coverage means relationship signals are distributed more widely across the portfolio.
In short:
Response Rate answers: Did the people we asked reply?
Coverage Rate answers: How much of the portfolio is represented?
Together, they help you understand the strength of your feedback foundation.