Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Customer Feedback?

    Customer feedback is input from customers regarding a brand, products, services, retail experiences, customer service interactions, and much more. Businesses use customer feedback to understand the customer journey and determine how customers feel about the experiences the company provides. Additionally, customer feedback can be used to improve products, websites, marketing campaigns, and many other touchpoints.

    Customer feedback can be direct or indirect. Direct feedback is input provided when companies specifically ask for it, typically through surveys. Common survey formats include:

    • Net Promoter Score® (NPS®). NPS surveys identify how likely a customer is to recommend the brand to friends and colleagues.
    • Customer satisfaction (CSAT). CSAT scores indicate how customers feel about a recent transaction.
    • Customer effort. Customer effort scores (CES) reveal how much work a customer has to do when doing business with a company.

    Indirect feedback, on the other hand, isn’t given directly to a business but is available in sources they have access to. For example, customer service interactions are great sources of indirect feedback, but they can be difficult to mine without the right technology. Organizations that use CX analytics can comb through 100% of interactions from voice and digital channels to determine customer sentiment and identify trends and emerging problems. Other sources of indirect feedback include social media comments, product reviews, and freeform fields on customer surveys.

    Both forms of customer feedback are valuable. When combined, they provide businesses with holistic insights about the customer journey. In order to perform complex analysis from these disparate sources, many organizations use Voice of the Customer (VOC) to aggregate the data and transform it into actionable information.

    About NICE Satmetrix

    NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

    With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

    With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

    Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

    • Superior analytics
    • Digital omnichannel and hassle-free IVR integrations
    • Customer Journey-based design
    • One-stop-shop for all your contact center VOC needs

    NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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