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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Net 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.

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Voice of the Customer (VoC)


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

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