Customer satisfaction score recorded as 0 for getting no surveys
In case there are no survey response from any customer for a month is it fair to mark the score as 0?
Firstly no response is in fact a neutral response that cannot be considered 0
And if a customer is actually annoyed and rates someone say 2 on 10, even that person will be ranked above a no response employee who will be at 0
The alternative could be to exclude it from total score id there is no data
So instead of saying 81 on 100, without csat it will be 81 on 90 which can be converted to percentage- 90 percent
But this will be unfair for people who actually got 10 on 10 score
What do you guys say