I may not be able to book all that request me but I ALWAYS respond to everyone.
You are showing 100% (rate) Within a few hours (response time). You may have seen: 90% (rate) Within an hour (or half hour, under half hour, etc) So what that would mean that 90% of the time you respond within an hour, half hour, under half hour, etc. You may be responding to some new requests in a few minutes and other times it may take you longer -1/2 hr, hr, etc. So your "rate" is a % of the time it takes you to Respond to a request. It doesn't mean that you are responding to only 90% Of your requests.
Example: Much of the time I will show 100% within an hour, 1/2 hour or few minutes. When a potential new customer (or even a repeat) sends me a request at 9pm, 10pm, midnight or 1am, my computer is shut down and I am sleeping so I don't check rover until 5:30am the next morning and reply no later than 7am. Then it may show 90% within an hour or couple hours. I hope that makes sense.
In my profile I state the hours of drop/pick up are 7am to 6pm. Any inquiries after 7pm will be responded to after 7am the next morning. Unfortunately most new to rover customers don't read profiles.
Which part of the scoring are you referring to? When I look at your Profile I see 100% response rate.