Retently CX Glossary
A collection of CX terms, designed to help you understand key concepts, metrics, and features that power your CX strategy.
360° Feedback
A holistic feedback approach where input is gathered from multiple perspectives, including customers, peers, and managers.
5-Star Survey
A simple rating survey where customers rate their experience using a one-to-five-star scale.
Account
A unique entity within Retently representing a company, client, or business.
Account CX
The overall customer experience performance and feedback trends aggregated at the account level within Retently.
Account Health Score
A composite metric that evaluates the overall engagement, satisfaction, and risk level of a customer account to predict retention or churn likelihood.
Advocacy Marketing
A marketing strategy that leverages satisfied customers to promote a brand through testimonials, referrals, and authentic word-of-mouth.
AI Feedback Classification
The use of AI in Retently to categorize customer feedback by sentiment and topics.
AI Topic Analysis
The automated identification of main themes from customer feedback using artificial intelligence in Retently.
Alerts
Automated notifications in Retently that inform team members of new survey responses, feedback, or metric changes.
Anonymous Survey
A feedback form in Retently that collects responses without identifying the respondent.
API
A collection of endpoints that allows external systems to interact with Retently, such as importing customers, exporting survey results, or triggering transactional surveys.
Assigned User
The team member in Retently responsible for managing a customer response or follow-up action.
Attributes
Custom or system-defined properties and tags that describe contacts or companies and can be used for segmentation in Retently.
Audience
The defined group of recipients targeted for a survey campaign or communication in Retently.
B2B (Business-to-Business)
Companies that sell products or services to other businesses and use Retently to run relationship and transactional surveys to measure account-level satisfaction and loyalty.
B2C (Business-to-Consumer)
Companies that sell directly to individual customers and use Retently to collect post-purchase or post-renewal feedback through automated transactional surveys.
Baseline Score
The initial measurement of a customer experience metric used as a reference point for tracking future progress.
Benchmarking
The process of comparing your CX metrics (like NPS, CSAT, or CES) against industry peers to identify performance gaps and improvement opportunities.
Bounce Rate (Email Surveys)
The percentage of email surveys that fail to reach recipients because the email addresses are invalid or undeliverable.
Brand Loyalty
The consistent preference and repeat business customers show toward a brand due to positive experiences and emotional connection.
Brand Perception
The overall impression customers hold about a brand based on their experiences, marketing, and word-of-mouth.
CAPTCHA
A security test used in Retently forms and surveys to verify that a submission is completed by a human, not a bot.
Cart Abandonment
When a customer adds items to their online cart but does not complete the purchase.
Churn Prediction
The use of analytics and customer data in Retently to forecast which customers are likely to cancel or stop using a product or service.
Churn Rate
The percentage of customers lost within a specific timeframe relative to the total customer base.
Client
A business or organization that purchases or uses Retently to collect and manage feedback.
Cohort Analysis
A method of examining groups of customers who share a common trait or experience over time to detect behavior trends.
Company
The organization represented by an account or customer group within a B2B context in Retently.
Company CX
The aggregated customer experience metrics and insights specific to a particular company or client in Retently.
Comparison Period
The timeframe used in Retently to compare current CX metrics against past performance to assess improvement or decline.
Complaint Resolution Time
The average time taken to investigate, address, and close a customer complaint.
Contact
An individual record in Retently containing identifiable information such as name, email, and survey history.
Contextual Survey
A feedback request in Retently that appears in real time at a key touchpoint in the customer journey, such as after checkout or support interaction.
CRM (Customer Relationship Management)
A system for managing customer interactions, sales, and relationship data that can integrate with Retently.
CSAT (Customer Satisfaction Score)
A metric that measures short-term customer satisfaction with a specific experience, usually rated on a 1–5 or 1–10 scale.
CSV
A common file format for importing or exporting structured data, such as contact lists or feedback results, into or from Retently.
Customer
An individual or business entity that provides feedback or interacts with your brand through Retently surveys.
Customer Effort Score (CES)
A metric in Retently that measures how easy it was for a customer to get a resolution or complete a task.
Customer Experience (CX)
The sum of all interactions, perceptions, and emotions a customer associates with a brand across their journey.
Customer Experience Management (CEM)
The practice of monitoring, analyzing, and improving customer interactions using Retently to enhance satisfaction, retention, and loyalty.
Customer Health Score
A composite indicator in Retently that evaluates engagement, feedback, and usage behavior of a customer to gauge relationship strength.
Customer Journey
The full path of experiences and touchpoints a customer goes through from awareness to advocacy.
Customer Journey Analytics
The process in Retently of collecting and analyzing data from multiple touchpoints to uncover friction and improvement opportunities.
Customer Journey Mapping
A visual tool that outlines all customer touchpoints and emotions to better understand and optimize their experience.
Customer Loyalty
The long-term commitment of customers to continue choosing and advocating for a brand.
Customer Loyalty Program
A structured initiative that rewards repeat customers and encourages ongoing engagement and advocacy.
Customer Onboarding
The guided process of helping new customers understand and start using a product effectively to achieve early success.
Customer Sample
A subset of the total customer base selected in Retently for participation in a survey or research.
Customer Satisfaction
The degree to which a product or service meets or surpasses customer expectations.
Customer Segmentation
The classification of customers in Retently into distinct groups based on shared attributes, behavior, or feedback trends.
Customer Sentiment
The emotional tone or attitude customers express in feedback, reviews, or interactions.
Customer Sentiment Analysis
The automated process in Retently of identifying positive, negative, or neutral emotions in customer feedback using AI.
Customer Success
A proactive business function focused on helping customers achieve their goals while maximizing retention and expansion opportunities.
Customer Success Manager (CSM)
A professional responsible for building strong relationships with customers, ensuring product adoption, and driving value realization using Retently insights.
Customer Touchpoint
Any instance where a customer interacts with a brand, product, or team member throughout their journey.
Customer Voice
The collective insights, opinions, and expectations expressed by customers through feedback and interactions collected via Retently.
CX Metrics
Quantifiable indicators such as NPS, CSAT, CES, and retention rate that assess the quality of customer experience tracked in Retently.
CX Strategy
A data-driven framework that defines how a company will design, deliver, and improve customer experiences using Retently to drive loyalty and growth.
Dashboard
A centralized interface in Retently displaying real-time CX metrics, trends, and insights.
Detractor
In NPS, a respondent who scores 0–6 and may spread negative word-of-mouth or signal dissatisfaction.
Digital Touchpoint
Any online interaction between a customer and a brand, including websites, mobile apps, chatbots, and social media channels.
DTC (Direct-to-Consumer)
A business model where brands sell directly to end customers without intermediaries.
Ecommerce
The practice of selling goods or services online through digital storefronts or marketplaces.
Ecommerce Platform
Software that enables online store operations including product listings, orders, and payments that can integrate with Retently.
Email Digest
A summarized report in Retently that highlights key survey outcomes, trends, and insights over a specific period.
Email Survey
A feedback survey sent directly to a customer's email inbox from Retently to collect post-interaction or relationship-based insights.
Embedded Survey
A survey integrated within an email or webpage via Retently so respondents can answer without leaving the interface.
Employee Net Promoter Score (eNPS)
A metric that measures employee loyalty by asking how likely they are to recommend their workplace.
Exit Survey
A feedback form in Retently sent when a customer cancels or leaves to understand the reasons for churn and improvement opportunities.
Feedback Analysis
The process of examining customer comments and ratings in Retently to identify recurring themes, patterns, and insights.
Feedback Loop Closure
The act of acknowledging feedback in Retently and communicating back to customers how their input led to action or improvement.
Feedback Management
The systematic approach in Retently to collecting, categorizing, analyzing, and acting on customer feedback across multiple channels.
Feedback Request Timing
The strategic selection of when Retently should send feedback requests to ensure higher relevance and response rates.
Follow-Up Survey
A subsequent survey in Retently used to evaluate post-resolution satisfaction or track changes over time.
Form
A structured data entry tool in Retently used to collect information from customers.
Helpdesk
A customer support tool that manages inquiries, tickets, and service requests, often integrated with Retently.
Impact Score
A calculated metric in Retently that quantifies how strongly a specific topic influences an overall CX metric like NPS or CSAT.
In-App Survey
A survey displayed within a web or mobile application via Retently to gather immediate, contextual feedback from users.
Inbound Webhook
A method that allows external systems to send real-time data into Retently.
Integrations
Connections between Retently and third-party tools (e.g., CRM, helpdesk, ecommerce) for automated data sync and workflow.
Intercept Survey
A pop-up or widget that gathers quick feedback while a customer is actively browsing or using a digital property.
Likelihood to Recommend
The main NPS question in Retently measuring how likely a customer is to recommend a company to others.
Journey Stage
A distinct phase within the customer lifecycle, such as awareness, onboarding, renewal, or advocacy.
Kiosk Survey
A survey presented on a tablet or kiosk in physical locations using Retently to capture on-site customer feedback.
Link Survey
A survey accessed through a direct link shared via email, social media, or other channels from Retently.
Matrix Question
A question type in Retently that presents a set of items rated across the same scale, allowing for quick comparison of attributes.
Metric Normalization
The process in Retently of standardizing different metrics to ensure fair comparison across channels, timeframes, or customer groups.
Micro-Survey
A short, targeted survey with one or two questions designed in Retently to capture focused feedback at a specific touchpoint.
Mobile Survey
A feedback questionnaire optimized for small screens, allowing easy participation via smartphones or tablets through Retently.
Multi-Channel Survey
A survey distributed through multiple channels such as email, SMS, web, or chat from Retently to increase reach and response rates.
Multiple-Choice Question
A survey question format in Retently where respondents select one or more predefined answer options or provide their own answer.
Net Promoter Score (NPS)
A key loyalty metric in Retently that measures how likely customers are to recommend a brand on a 0–10 scale.
NPS Benchmark
The average NPS score for a particular industry, used in Retently as a reference point for evaluating performance.
NPS Survey
A survey in Retently that asks customers to rate their likelihood to recommend a brand and provide an open-ended reason for their score.
Onboarding Survey
A feedback form in Retently designed to collect insights from new users about their initial experience and setup process.
Open-Ended Question
A survey question in Retently that allows respondents to share detailed opinions or suggestions in their own words.
Opt-In Rate
The percentage of users who consent to receive surveys or communications from Retently, reflecting engagement and trust.
Outbound Webhook
A method that sends survey data from Retently to other connected systems.
Outbox
A log of surveys or messages sent from Retently.
Passive
In NPS, a respondent who scores 7 or 8, indicating general satisfaction but limited enthusiasm or advocacy potential.
Post-Delivery Survey
A survey sent through Retently after the customer receives their order to evaluate the overall purchase and delivery experience.
Post-Fulfillment Survey
A feedback request in Retently sent after an order is processed and shipped to assess delivery and packaging satisfaction.
Post-Purchase Survey
A feedback form in Retently sent after a transaction to measure satisfaction with the buying experience and product quality.
Post-Support Survey
A feedback request in Retently sent after a customer service interaction to measure satisfaction with the support experience.
Properties
Data fields or attributes stored in Retently for a contact, such as purchase date, location, or plan type.
Promoter
In NPS, a respondent who scores 9 or 10 and actively recommends the brand to others.
Pulse Survey
A short, recurring survey in Retently used to monitor customer satisfaction or sentiment over time.
QR Survey
A survey accessed by scanning a QR code, created and tracked through Retently for quick participation.
Qualitative Feedback
Descriptive input from customers in Retently that provides context and emotion behind their experiences or ratings.
Quantitative Feedback
Measurable feedback in Retently represented as numerical scores or percentages that can be analyzed statistically.
Question Branching
A survey logic technique in Retently that tailors follow-up questions based on a respondent's previous answers.
Question Fatigue
The reduction in response quality that occurs when customers face long or repetitive surveys.
Questionnaire
A structured list of survey questions in Retently designed to collect feedback systematically.
Queue
A queue of pending surveys scheduled to be sent from Retently.
Rating Distribution
The breakdown of survey responses across rating levels in Retently to visualize satisfaction spread and identify extremes.
Rating Question
A type of survey question in Retently that asks respondents to rate their experience or opinion on a numerical or descriptive scale.
Rating Scale
A predefined range of values (such as 1–5 or 0–10) used in Retently surveys to measure satisfaction or agreement.
Real-Time Feedback
Feedback collected and delivered instantly after an event, interaction, or transaction in Retently.
Recurring Survey
A survey scheduled in Retently to send at regular intervals to track changes in satisfaction or sentiment.
Relationship Survey
A recurring survey in Retently that measures the overall strength of a customer's relationship with a brand, often using NPS.
Reminder Survey
A follow-up survey invitation automatically sent from Retently to customers who did not respond to the initial request.
Response Bias
A tendency among respondents to answer surveys inaccurately due to habits, emotions, or social expectations.
Response Rate
The percentage of recipients who completed a survey out of the total who received an invitation from Retently.
Respondent
An individual who participates in and submits answers to a survey sent via Retently.
Review
Customer feedback collected outside of surveys, typically as public ratings or testimonials on platforms like Google or Trustpilot, which can be monitored and analyzed in Retently to complement CX insights.
Satisfaction Driver
A key factor or experience element identified in Retently that has a measurable impact on customer satisfaction and loyalty.
Schedule
A configuration in Retently that defines when automated surveys are sent.
Self-Service
A support model that empowers customers to solve problems on their own using resources like FAQs or knowledge bases integrated with Retently.
Sentiment Score
A calculated value in Retently representing the overall tone of customer feedback as positive, negative, or neutral.
Skip Logic
Survey functionality in Retently that hides or shows questions dynamically based on previous responses.
Smiley-Scale
A visual rating scale using emojis in Retently to represent satisfaction levels in a fun and intuitive way.
SMS Survey
A brief survey sent via text message through Retently to capture quick, high-response-rate feedback.
Store Health
A summary indicator in Retently reflecting the overall performance and customer satisfaction level of an ecommerce store across multiple touchpoints.
Survey Campaign
A configured set of rules, triggers, and messages in Retently that define when and how surveys are delivered to customers.
Survey Delay
The time interval between a triggering event and when a survey invitation is sent by Retently.
Survey Distribution
The process and channels used in Retently to send survey invitations to target audiences.
Survey Fatigue
The decline in customer willingness to respond due to being asked for feedback too frequently.
Survey Incentive
A motivational reward offered in Retently surveys to encourage participation, such as discounts or prize entries.
Survey Methodology
The overall approach in Retently to designing, distributing, and analyzing surveys to ensure valid and reliable results.
Survey Report
A compiled view in Retently of survey results, response rates, and key metrics for a survey campaign.
Survey Template
A reusable survey format in Retently preloaded with question types and layout best practices.
Survey Trigger
A rule or event in Retently that automatically sends a survey based on specific customer actions or milestones.
Survey Variables
Dynamic placeholders in Retently that automatically insert personalized data, such as customer name, company, or agent, into survey messages or questions to create a customized experience for each respondent.
Tags
Labels in Retently used to categorize contacts or feedback for easier filtering and reporting.
Team Member
A user within a Retently account who has access to customer data and survey campaigns.
Text Analytics
The use of AI in Retently to extract insights, themes, and sentiment from open-ended feedback.
Thank You Page
A confirmation screen in Retently shown after survey completion that acknowledges participation and may include follow-up actions or links.
Throttle
A feature in Retently that limits how frequently surveys are sent to a customer to prevent over-surveying and reduce fatigue.
Topics
The main themes or categories extracted in Retently from customer feedback to group comments and identify key issues or opportunities.
Traditional Survey
A classic feedback form in Retently that typically includes multiple questions across various topics, sent via a single channel like email or web, without a specific standardized format.
Transactional Survey
A survey sent immediately after a specific interaction (such as purchase or support ticket) to evaluate that experience.
Trend Analysis
The study in Retently of metric changes over time to detect patterns, improvements, or declines in customer satisfaction and loyalty.
Trends
Manually configured or automatically aggregated patterns in Retently that show how CX metrics or feedback sentiment change over time.
Verified Domain
A domain ownership validation in Retently that ensures survey emails are authenticated and improves deliverability.
Voice of Customer (VoC)
A structured Retently approach to capturing, analyzing, and acting on customer feedback across channels to inform improvements.
Voice of Customer Program
An organization wide initiative that uses Retently to systematically collect, analyze, and act on customer feedback for continuous CX improvement.
Web App Survey
A survey displayed within a web application interface via Retently to gather contextual feedback from active users.
Website Survey
A feedback widget or pop up embedded on a website through Retently to capture visitor opinions or satisfaction levels in real time.
Word Cloud
A Retently visualization of the most frequently used words in open ended feedback where word size indicates frequency.