Master the language of customer experience. From NPS to CES, sentiment analysis to closed-loop feedback β find clear definitions and practical explanations for every term you need to know.
34
Terms Defined
6
Categories
System for tracking and resolving individual customer feedback items.
The percentage of customers who stop doing business with you over a given period.
A process where customer feedback triggers a response, resolution, and follow-up communication.
A metric measuring how much effort customers expend to interact with your business.
The overall perception customers have of all their interactions with a company.
Software that collects, analyzes, and acts on customer feedback across channels.
Actionable understanding derived from analyzing customer data and feedback.
The complete path a customer takes from first awareness through purchase and ongoing relationship.
The likelihood that customers will continue to do business with you and recommend you to others.
The ability to keep customers over time and prevent them from switching to competitors.
A metric measuring customer satisfaction with a specific interaction, product, or service.
Feedback collected and delivered to teams instantly as it happens.
A periodic survey measuring overall customer sentiment and loyalty over time.
The percentage of customers who complete a feedback survey out of those who received it.
AI-powered analysis of text to determine whether feedback is positive, negative, or neutral.
The process of addressing customer complaints and turning negative experiences into positive ones.
The phenomenon where customers become tired of answering surveys, leading to lower response rates and quality.
The process of extracting meaningful insights from unstructured text feedback.
Categorizing customer feedback into recurring topics and patterns.
Any point of interaction between a customer and your company.
A survey triggered by a specific customer interaction or transaction.
Quantitative measures used to evaluate customer satisfaction, loyalty, and experience
Frameworks and approaches for collecting and analyzing customer feedback
Methods and channels for gathering customer opinions and insights
Techniques for analyzing and deriving meaning from customer feedback data
Concepts related to the overall customer journey and relationship
Technical solutions and platforms for customer feedback management
Customer Echo makes it easy to collect NPS, CSAT, and CES feedback, analyze sentiment automatically, and close the loop with customers β all in one platform.