Glossary for Customer Feedback Management

Actionable Insights

Actionable insights derived from customer feedback data can be used to improve products or services, identify new opportunities, or resolve customer pain points.

Analytics

The process of collecting, organizing, and analyzing data in order to extract insights and make informed decisions.

Artificial Intelligence (AI)

The use of computer algorithms and statistical models to perform tasks that typically require human intelligence, such as speech recognition, decision-making, and image recognition.

Customer Engagement

The level of interaction and involvement customers have with a brand, product, or service, as well as their willingness to provide feedback.

Customer Experience Optimization

The process of using customer feedback and analytics to improve and optimize the overall customer experience.

Customer Experience Score (CXS)

A metric that combines various indicators of customer satisfaction and loyalty, such as NPS, CSAT, and retention rate, into a single score.

Customer Feedback / Customer Review

The information that customers provide about their experiences with a product or service, often through surveys or other forms of direct communication.

Customer Feedback Analysis

The process of evaluating customer feedback data in order to identify patterns, trends, and insights that can be used to improve products or services.

Customer Feedback Form

A tool to collect customer feedback, typically in the form of a survey, questionnaire, or simply a comment box.

Customer Feedback Intelligence

The process of using advanced analytics and machine learning techniques to extract insights and intelligence from customer feedback data.

Customer Journey Analytics

The process of analyzing customer interactions and feedback across all touchpoints and channels, in order to understand the entire customer journey and identify areas for improvement.

Customer Retention

The ability to keep customers coming back to a product or service over time by providing positive experiences and addressing customer needs and concerns.

Customer Satisfaction (CSAT)

A measure of how satisfied customers are with a product or service is often determined through surveys or other forms of direct feedback.

A small application or component that can be embedded in a website or application, providing real-time data visualization and analytics.

Dashboard

A user-friendly interface that provides real-time data and key performance indicators to track the performance of the customer feedback program

Feedback Automation

The use of technology to automate the process of collecting, analyzing, and acting on customer feedback.

Feedback Intelligence Platform

A software platform that provides tools and features for collecting, analyzing, and acting on customer feedback.

Feedback Management

The process of collecting, analyzing, and acting on customer feedback in order to improve products or services and enhance customer satisfaction.

Metrics

Key performance indicators (KPIs) that are used to measure the effectiveness of customer feedback programs and track progress over time.

Multi-Channel Feedback

The ability to collect and analyze customer feedback from multiple channels, such as email, social media, web, mobile, and call centers.

Net Promoter Score (NPS)

A customer loyalty metric that measures customer satisfaction and likelihood to recommend a product or service to others.

Real-time Alerts

Immediate notifications triggered by specific events or thresholds in customer feedback data, allow for rapid response to customer needs and concerns.

Reports

Detailed reports on customer feedback data, including metrics, insights, and recommendations for action.

Root Cause Analysis

A problem-solving method that involves identifying the underlying causes of a customer issue in order to find the most effective solution.

Sentiment Analysis

A method of using natural language processing and machine learning to determine the emotional tone of the text, such as whether it is positive, negative, or neutral.

The process of tracking and analyzing customer conversations and feedback on social media platforms in order to gain insights and improve customer engagement.

The phenomenon is where people conform to the actions and opinions of others, in order to be perceived as normal or correct. This can include customer reviews, ratings, and testimonials.

Summarization

The process of condensing customer feedback data into a concise and readable format, such as a summary report or dashboard.

Text Mining

The process of using natural language processing techniques to extract insights from unstructured text data, such as customer reviews or social media posts.

Themes

The broad areas of focus that are identified through customer feedback analysis, such as product features, customer service, or pricing.

Topic Modeling

A technique in natural language processing that uses machine learning algorithms to identify the main themes or topics in a collection of text data

Trend Analysis

The process of identifying patterns and trends in customer feedback data over time in order to identify areas for improvement.