Deflection Rate
Deflection Rate is the share of inbound security inquiries resolved by self-service trust-center content rather than a manually completed questionnaire.
Why it matters
Deflection rate is a common measure of how much manual questionnaire effort a trust center is saving the security team.
Where it appears in the workflow
Tracked in trust-center analytics to gauge the program's impact on review workload.
Common mistakes
- Treating deflection rate as a universal term with no workflow context.