Customer Experience Glossary: Key CX Terms and Definitions
Posted: Thu Dec 12, 2024 3:46 am
In the world of customer experience, there’s a lot of terminology, jargon, acronyms, and CX terms floating around. CSAT, NPS, CES, CXM … it can be hard to keep up. That’s why we’ve put together the ultimate customer experience glossary, so you can find all the CX terms you need to know in one place.
Psst: Looking for a particular CX term? Press Control+F (or japan whatsapp number data 5 million +F if you're on a Mac) and type the word you're looking for for quick access.
Customer Experience Metrics and KPIs
In this section, we will explore some of the most important CX terms related to metrics and KPIs. These tools will allow you to measure and evaluate the performance of your customer experience-focused strategies, helping you to continuously improve.
NPS (Net Promoter Score)
NPS measures customer loyalty with a single question :
“How likely are you to recommend our company to a friend or colleague?”
NPS (Net Promoter Score)
Responses are provided on a scale of 0 to 10. Depending on the score, customers are divided into three groups: promoters (9-10), passives (7-8) and detractors (0-6). The final score is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is a key metric because it reflects customers' willingness to recommend your brand, which is associated with satisfaction and loyalty.
Promoters
Promoters are those customers who, according to the Net Promoter Score (NPS) , rate their willingness to recommend a brand with a score of 9 or 10. These customers are very satisfied with the experience and are more likely to speak positively about the company to others. Promoters are usually loyal to the brand and often act as unofficial ambassadors, recommending the company to friends and colleagues, which increases the brand's reputation and credibility.
Detractors
Detractors are customers who rate their experience with the company between 0 and 6 on an NPS survey . These customers are dissatisfied with the product or service and are more likely to share negative experiences, which can damage the brand's reputation. Identifying and managing detractors is critical , as they represent opportunities to improve customer experience and reduce churn.
Liabilities
Passives are those customers who rate their experience between 7 and 8 in the NPS survey . Although they are not necessarily critical of the company, these customers are also not as enthusiastic as promoters . Passives are vulnerable to switching providers if they find a more attractive offer. Therefore, although they do not act negatively, they do not contribute significantly to brand promotion.
Psst: Looking for a particular CX term? Press Control+F (or japan whatsapp number data 5 million +F if you're on a Mac) and type the word you're looking for for quick access.
Customer Experience Metrics and KPIs
In this section, we will explore some of the most important CX terms related to metrics and KPIs. These tools will allow you to measure and evaluate the performance of your customer experience-focused strategies, helping you to continuously improve.
NPS (Net Promoter Score)
NPS measures customer loyalty with a single question :
“How likely are you to recommend our company to a friend or colleague?”
NPS (Net Promoter Score)
Responses are provided on a scale of 0 to 10. Depending on the score, customers are divided into three groups: promoters (9-10), passives (7-8) and detractors (0-6). The final score is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is a key metric because it reflects customers' willingness to recommend your brand, which is associated with satisfaction and loyalty.
Promoters
Promoters are those customers who, according to the Net Promoter Score (NPS) , rate their willingness to recommend a brand with a score of 9 or 10. These customers are very satisfied with the experience and are more likely to speak positively about the company to others. Promoters are usually loyal to the brand and often act as unofficial ambassadors, recommending the company to friends and colleagues, which increases the brand's reputation and credibility.
Detractors
Detractors are customers who rate their experience with the company between 0 and 6 on an NPS survey . These customers are dissatisfied with the product or service and are more likely to share negative experiences, which can damage the brand's reputation. Identifying and managing detractors is critical , as they represent opportunities to improve customer experience and reduce churn.
Liabilities
Passives are those customers who rate their experience between 7 and 8 in the NPS survey . Although they are not necessarily critical of the company, these customers are also not as enthusiastic as promoters . Passives are vulnerable to switching providers if they find a more attractive offer. Therefore, although they do not act negatively, they do not contribute significantly to brand promotion.