With the response rate measurements you are looking to see how effective your emails, letters and phone calls are. DealerMine takes all the Repair Orders that have been closed as “Customer Pay” or “Internal Pay” that have linked operation codes for the current month. Then it goes back and checks to see if the last contact within 90 days was a letter, email or phone contact (recycle) for Maintenance or Spord that were Call Presented. The categories in the report are broken out by total, email, letter and phone.