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focuses on usability of sites, user reviews, customer loyalty index
Number of Terms:
It is a key metric that displays how many users of the entire quantity complete the desired task in percent.
Customer Satisfaction Score (CSAT)
The term 'CSAT 'comes from marketing and defines the methodology of customers' satisfaction measurement.
It is a phenomenon when a customer stops using a particular product or service.
Customer effort score (CES)
The customer effort score shows how hard the user strives to complete the task.
Customer lifecycle (CLC)
CLC describes the whole cycle of interactions between a company and a customer.
Customer lifetime value (CLV)
Customer Lifetime Value is a metric, displaying the profit that a customer has brought during the whole time of interaction with a company or a brand.
The term refers to a customer’s opinion about the product purchased and used, or experience with service.
Net promoter score (NPS)
Net Promoter or Net Promoter Score (NPS) is a metric, regarding customers’ loyalty to a brand or a company.
Retention metric refers to customers, who regularly return to the shop or use the product.
A touchpoint is called each stage of a journey map. It can be either digital or physical.
In general, the term refers to the extent of convenience in using a particular object while completing a task.
Voice of customer (VoC)
The term describes all types of customer’s feedback about the product or service, including experience of interaction, critiques, expectations and needs.