NPS (Net Promoter Score)
Measures customer loyalty and the likelihood to recommend a brand. Customers are classified as Promoters, Passives, or Detractors based on a 0–10 scale.
Discover the critical terms, metrics, and AI-focused concepts used in the Customer Experience world on a single premium page. A modern, searchable glossary for NPS, CSAT, CES, Journey Orchestration, Predictive Analytics, Voice AI, and more.
Measures customer loyalty and the likelihood to recommend a brand. Customers are classified as Promoters, Passives, or Detractors based on a 0–10 scale.
Measures customer satisfaction immediately after an interaction or transaction. Typically collected via a short survey with a 1–5 or 1–10 rating scale.
Measures the ease of a customer's experience when interacting with a company. Lower effort correlates with higher loyalty and retention.
The percentage of customers who stop using a product or service during a given time period. A key indicator of customer satisfaction and product-market fit.
The total revenue a business can expect from a single customer over the entire duration of their relationship.
The complete end-to-end experience a customer has with a brand across all touchpoints — from awareness through purchase to post-sale support.
Real-time coordination of customer journeys across channels and systems using AI-driven decisions to deliver the right action at the right moment.
A strategy delivering a unified, seamless customer experience across all channels — digital, voice, physical — with consistent context.
The optimal action for a business to take with a specific customer at a specific moment, determined by AI models analyzing context and intent.
An autonomous AI system that can handle customer interactions, make decisions, take actions, and learn from outcomes.
A unified system that consolidates customer data from multiple sources into a single, persistent customer profile.
The process of capturing customers' expectations, preferences, and aversions through surveys, interviews, reviews, and feedback.
Tailoring content, offers, and interactions to individual customers based on their data, preferences, and behavior.
A controlled experiment comparing two variants of a message, design, or experience to determine which performs better.
A structured method for identifying the underlying causes of customer complaints, low scores, or operational failures.
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