Experience Improvement Terms

Customer experience can make or break your company. Whether you’re a rookie or a seasoned pro in CX, check out our definition pages to learn more about CX buzzwords and jargon.

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.

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Customer 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.

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La Voix du Client (VOC)

The process of gathering vital information regarding what customers think and feel about their experiences with a business.

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Market 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.

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Net Promoter Score (NPS)

Une métrique de marque déposée entre -100 et 100 qui capture globalement la propension des clients d'une entreprise à attirer et à recommander de nouvelles affaires ou/et à répéter des affaires.

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