Customer Effort Score (CES)
An index from 1 to 7 that measures how easy a company makes it for customers to deal with its products and services. A company that provides effortless service gets a 7 while a company that makes it difficult gets a 1. In other words, the higher the CES, the better.
Learn MoreCustomer Experience (CX)
How customers feel about their collective experiences and interactions with a company—including their overall relationship with a specific brand.
Learn MoreCustomer Journey Mapping
The process of creating a visual representation of the journey a customer has with a company’s brand, products, services and people. The process of creating one is called a customer journey map.
Learn MoreCustomer Loyalty
Customer loyalty is believing that an organisation’s product is the best option. It’s more than a casual friendship. Loyalty means sticking around when it isn’t easy, rejecting competition and believing that the customer-company relationship transcends products and services.
Learn MoreCustomer Satisfaction Score (CSAT)
An attempt at capturing how satisfied customers are with a company’s goods and services. A survey asks a customer to rate their satisfaction, typically on a scale from 1 to 5.
Learn MoreEnterprise Feedback Management (EFM)
The process of collecting, analysing, and taking action on customer feedback for an enterprise-class large company. It is principally involved with the distribution and analysis of surveys.
Learn MoreMarket Research
Explores hidden relationships within industry data, collected by a market research firm, in order to predict and forecast future events and behaviour within the market.
Learn MoreNet Promoter Score (NPS)
A trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business.
Learn MoreText Analytics
The methods and processes used for obtaining insights from unstructured data, turning survey text responses into quantitative data.
Learn MoreVoice of the Customer (VoC)
The process of gathering vital information regarding what customers think and feel about their experiences with a business.
Learn MoreVoice of the Employee (VoE)
The process of gathering and analysing employee feedback to improve the customer experience.
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