Form IQ-02 · Reports
Collection rate explained.
Collection rate is the single most useful number for measuring how well your document collection process is working. Here is exactly what it means and how to use it.
The definition
Collection rate = (Required items received ÷ Required items requested) × 100, calculated across all closed requests in the selected time period. Optional items are excluded from the calculation.
Benchmarks
- 90%+ — Excellent. Your item names are clear, your sequences are well-timed, and clients are completing without major friction.
- 75–89%— Good. A small percentage of clients are stalling or abandoning. Review which item types are most frequently incomplete.
- Below 75%— Needs attention. Look at the items-level breakdown in the report to find the bottleneck.
What drives a low collection rate
The most common causes in order of frequency:
- Vague item names — clients don't know what to upload, so they don't upload anything. Fix: rewrite names to be specific (see Adding document items).
- No deadline — without a target date, there's no urgency. Fix: add deadlines to all time-sensitive requests.
- Reminder sequence too infrequent or too short — the sequence ends before the client acts. Fix: extend the sequence or add more steps.
- Wrong email address — the client never received the link. Fix: confirm the email and use Resend Link from the request detail.
Per-request collection rate
The report also shows collection rate broken down per request, so you can identify specific clients who consistently leave items incomplete and address the pattern directly.