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.

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.

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.

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 coloured 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.

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.

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.