Glossary
Video feedback glossary
Plain-English definitions of the video survey, customer feedback and CX metrics terms teams use, from NPS to voice of customer.
12 terms
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- Chat HistoryChat history refers to the record of interactions between users and customer service agents, or between individuals in chat platforms. It…
- Churn RateChurn rate, also known as customer attrition rate, measures the percentage of customers or subscribers who stop using a company’s products…
- Communication LogA communication log is a detailed record of interactions between parties, typically between customers and support teams, employees within…
- Customer Effort ScoreThe Customer Effort Score (CES) is a key metric used to measure the ease with which customers can complete a specific task or interaction…
- Customer Feedback in Modern BusinessCustomer feedback encompasses all information, insights, opinions, and reactions that customers provide about their experiences with a…
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- Welcome Page & End PageWelcome Page & End Page: These are the first and last pages visitors interact with in your form journey. The Welcome Page is the…
- What is NPSNet Promoter Score (NPS) is a widely-adopted customer experience metric that measures customer loyalty and satisfaction by asking customers…
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