Glossary

A quick reference for the words used throughout the suite. Terms are grouped by theme.

People & structure

Account — your personal login (name, email, password). One account works across every product.

Organization — a company or brand on the platform. It owns the subscription, people and data. See Organizations & workspaces.

Workspace — an isolated data container within an organization, often a store, region or department. Most feedback features are scoped to a workspace.

All Workspaces — the default setting of a workspace switcher, meaning every workspace you have access to — not every workspace the organization owns. See Workspaces & access.

Role — the permission level a person has in an organization. It decides what they can do; the workspaces they're on decide which data they see.

Email domain — the part of an email address after the @, like acme.com. An organization lists the domains its people use so colleagues can find it, and so people from outside them are marked External. See Email domains & team sign-up.

Team sign-up mode — whether new people join an organization only by invitation, or can find it with their work email and join straight away or after an administrator approves. See Email domains & team sign-up.

Responder — a customer who has answered a survey or whose feedback you've collected. Their full history lives in Customers.

Session — an active, signed-in connection from one device or browser. Signing in starts a session and signing out ends it. You can review your active sessions in Account security, and admins can limit people to a single session in Security & API keys.

Aggregated profile — one unified view of a person, merging every responder record that shares the same email or phone number. See Identity & merging.

Feedback collection

Survey (also questionnaire) — a set of questions you ask customers. Managed in Survey Manager.

Template — a shared survey design you manage once and distribute to many workspaces as connected surveys.

e-satisfaction Surveys — the always-on data source that runs your questionnaires, and the script you install on your website or app to show them. Some technical settings still call it collection — which is why its address is collection.e-satisfaction.com. See Set up & install.

Site — in Web integration, a workspace that has the on-site widget installed and at least one survey switched on. It isn't the same as your website: one site can run on several of your domains.

Touchpoint — a moment in the customer journey you collect feedback about, such as a checkout, a store visit or a call, and the questionnaire tied to it. See Touchpoint Analysis.

Segment — a named audience slice defined by conditions on answers or metadata. Used to target campaigns.

Campaign — an action shown on the survey's thank-you screen (a callback request, referral, review prompt, coupon and more). See On-site campaigns.

Pipeline — a channel for sending a survey — email, SMS or Viber — with its own content, timing and rules. See Messaging pipelines.

Data bridge — an automatic, scheduled import that reads a file from a server and turns each row into a message in a pipeline's queue. See Data bridges.

e-satisfaction SFTP server — an SFTP server e-satisfaction hosts for your organization, so you can upload files for your data bridges without running a server of your own. Also called the managed SFTP server. See e-satisfaction SFTP server.

Sequence — a follow-up flow that automatically sends a second survey after a response. See Follow-up sequences.

Metadata — extra information attached to a response, such as the store, order ID, channel, or the responder's details. Powers filtering and segmentation. See Metadata.

Metrics

CSAT (Customer Satisfaction) — how satisfied customers are, on a numeric scale.

NPS (Net Promoter Score) — loyalty, measured by how likely customers are to recommend you. Responders are grouped into Promoters, Passives and Detractors.

CES (Customer Effort Score) — how easy it was for customers to get what they needed.

Key driver — a factor (a question or attribute) that most strongly influences a headline metric. See Key driver maps.

Responder value — the total and average transaction value behind a customer's feedback, read from the transaction information sent with your surveys. See Responder profiles.

Experience Score — a single 0–100 score, shown as a colored heart on a customer's profile, that blends their NPS, CSAT, CES and transaction value into one read of how good their experience is and how likely they are to churn. See Experience Score.

Working with feedback

Tag — a custom label you add to responses or comments to organize and follow up. See Raw data.

Filter — a rule that narrows what you see. Quick filters are one-click; advanced filters combine several conditions.

Alert (also issue) — a flag raised when a response matches an alert rule. Reviewed in Issues & triage.

Rule (also monitor) — the conditions that automatically raise an alert.

Callback — a customer's request to be phoned back, captured on a survey and managed in Callbacks.

Recovery — an automated follow-up that aims to win back an unhappy customer. See Follow-up sequences.

Platform

Single sign-on (SSO) — sign in once and use every product without logging in again.

Credits — the unit your plan's usage is measured in. Each feedback data point you collect, from any source, uses one credit. Credits arrive in batches, each with its own expiry date. See How your credits work.

Quota — a usage limit on your plan (for example, surveys per month or API calls). See Subscription.

Credit cap — a limit you set yourself on how many credits can be used in a day, week or month, for the whole organization, one workspace or one survey. It stops spending before your allowance runs out. See Workspace and survey limits.

Data residency — where your data is physically stored, for compliance. See Data management & residency.

Data Warehouse — the managed BigQuery dataset that holds all of the data you collect, so you can query it from your own tools or sync it to your own database. In Integrations you request it as Data Warehouse Access. Data retention also lists the data warehouse as one of the storage layers your data is kept in, with its own retention periods. See Data Warehouse.

API key / token — a credential that lets approved tools or scripts access your data securely instead of using a password. See the developer API docs.

IP allowlist — the list of addresses a firewall accepts connections from. To let data bridges and webhooks reach your servers, add the addresses e-satisfaction connects from. See External connections & IP allowlist.

Links & shortening

e-sat.ly — the suite's built-in link shortener. It shortens the links in your SMS and Viber messages automatically, and has its own console for links, clicks and projects. See e-sat.ly.

Short link — a compact address like https://e-sat.ly/4kQm2 that redirects to a longer URL, keeping SMS messages within fewer segments. See How short links work.

Short code — the unique part at the end of a short link (4kQm2). Generated for you, case-sensitive, and never reused.

Transactional link — a short link created automatically to do one job, such as a single survey invitation. Cleaned up once it ages past its project's retention window. See Transactional & pinned links.

Pinned link — a short link marked to be kept forever and never expire, for a QR code or published link you can't afford to lose. Pinning is the only exemption from the e-sat.ly retention clean-up.

Project (e-sat.ly) — the container that groups short links, holds the API key used to create them, and carries its own data-retention window. See Projects & API keys.