Response Rate is an indicator of how likely you are to respond to inquiries. We calculate this percentage as your number of inquiries received in the last 6 weeks that you’ve responded to within 7 days. The computation looks like this:
# of inquiries received in the last 6 weeks that you responded to within 7 days
# of total inquiries you received in the last 6 weeks
= Your Response Rate
How do you define and calculate my Response Time?
Response Time is an indicator of how much time it takes you to follow up with new inquiries. We calculate this by averaging the number of hours it took you to follow up for each initial inquiry received in the last 6 weeks.
How do you calculate the average provider response rate or response time?
They are calculated based on the national averages on the RealSelf site.
Does my response rate include the response time to subsequent responses occurring after the first one?
RealSelf calculates the rate and time based on your first response to the inquiry, not any subsequent communications. This means any further correspondence is not included in the computation of your response rate or response time.
Who will see the response rate/time in the dashboard?
In general, the Response Rate and Time feature is available to all providers in the U.S. with a Doctor Profile or Business Page. However, your account’s specific response rate and time are only viewable by people with admin login rights for your RealSelf account.
What is the Inquiries and Call page?
The Inquiries and Call page is available through your dashboard and shows an aggregate view of all inquiries received by RealSelf consumers. It also shows the Inquiry Status that the Response Rate and Time feature uses for calculations.
Which status on the Inquiries and Call page is considered unanswered?
The system considers an inquiry "unanswered" if the status on the Inquiries and Call list is set to "Inquiry". If the system detects a call to the consumer, the status updates to "Patient was called". If the system detects an email response to the consumer, the status updates to "Pending customer response".
Why does RealSelf review 6 weeks of inquiry responses?
RealSelf chose 6 weeks because it reflects recent communication, while also allowing providers to make adjustments to improve the response rate and average response time.
Why does my response rate show as 100% but I have unanswered inquiries?
In this case there are some “new” unanswered inquiries that have not reached the 7-day period to impact response rate
Why is my Response Rate NOT 100% but I have no unanswered inquiries?
In this case, you have some inquiries within the previous 6-week period that were responded to outside of 7 days.
What is the difference between RealCare Response Rate and this Response Rate in my dashboard?
RealCare providers offer a superior level of customer service and therefore are evaluated on their ability to respond to new inquiries in 2-3 days.
My response rate is not what I expected. How do I get help?
A quick conversation with your RealSelf representative can clear up any questions. If you don’t know who your RealSelf representative is, please contact us at 206-624-9357 x4.
How do I know who is receiving inquiry notification emails?