Customer experience glossary
Clear definitions for NPS, CSAT, CES and every term that matters.
NPS (Net Promoter Score)
A metric that measures customer loyalty on a scale from 0 to 10.
Promoter
A customer who gives a 9 or 10 on the NPS scale.
Detractor
A customer who gives a 0 to 6 on the NPS scale.
Passive (Neutral)
A customer who gives a 7 or 8 on the NPS scale.
CSAT (Customer Satisfaction Score)
A metric that measures customer satisfaction with a specific interaction.
CES (Customer Effort Score)
A metric that measures how much effort the customer needs to get something done.
eNPS (Employee Net Promoter Score)
NPS applied internally to measure employee engagement.
CX (Customer Experience)
The sum of a customer's perceptions across all touchpoints with a company.
VOC (Voice of the Customer)
The process of capturing customer needs, expectations, and feedback.
Response rate
The percentage of people who responded to the survey out of the total sent.
NPS Benchmark
Industry NPS averages used for comparison.
Churn (cancellation rate)
The percentage of customers who cancel or stop using the service over a period.
Touchpoint
Any moment of interaction between a customer and a company.
Satisfaction survey
An instrument for collecting structured feedback from customers or employees.
Sentiment analysis
The use of AI to classify comments as positive, neutral, or negative.
Signed URL
A secure link with a unique token that identifies the survey recipient.
Webhook
An automatic HTTP notification sent when an event occurs.
Sending credit
A unit of consumption for each survey sent per channel.
Fingerprinting (anti-fraud)
A device identification technique to prevent duplicate responses.
NPS danger zone
An NPS range that indicates serious loyalty issues.