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.

Role — the permission level a person has, set at the organization level and per workspace.

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

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.

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.

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.

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. Respondents 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.

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.

Platform

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

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

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

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