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 are Operational / Inferred / Unsolicited Feedback?

Operational / inferred / unstructured / unsolicited feedback are types of customer input that businesses can leverage to develop a more holistic Voice of the Customer (VOC). Operational / inferred / unsolicited feedback are similar in that they aren’t given directly to businesses through methods such as surveys or focus groups, but there are variations among them.

Unsolicited feedback also referred to as indirect feedback, is input customers provide about a business but not to the business. For example, unsolicited feedback can be found in social media posts, product reviews, blog comments, and customer service interactions. Unsolicited feedback can provide more candid insights about customer perceptions, but because the feedback is unstructured, organizations need good tools to capture and analyze it.

Inferred feedback, also called operational feedback, considers customer behavior as well as operational data that impacts their experiences. For example, customer behavior might include abandoning a call and the associated operational data might include average speed to answer (ASA), overall abandon rates, and volume forecast accuracy. Inferred feedback is particularly valuable because it looks at what customers actually do versus what they say. And by looking at the associated operational data, organizations can identify the root causes of customer behavior.

To organize and holistically analyze operational / inferred / unstructured / unsolicited feedback, businesses need sophisticated VOC software capable of social listening and analyzing huge amounts of data from contact center interactions. VOC solutions provide the structure and analytical capabilities needed to get the most value out of all types of customer feedback.

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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