Customer Feedback are comments made by customers that gives insights about what they think about a brand or product.

Customer Churn Rate is the percent of customers lost in a given time period.

Reviews are both positive and negative feedback about a brand or product that customers leave for others to see. Ensuring a company responds constructively to reviews is important to show they care about what customers think of their brand.

Customer Journey is the path that a customer takes through a brand. There are typically 5 steps:

1. Awareness: This is when a potential customer first becomes aware of a brand.
2. Consideration: When a potential customer investigates a product or brand to determine if it is right for them.
3. Purchase: This is when the customer makes a purchase.
4. Post Purchase: When a customer has just purchased the product weighs the price paid vs use and determines if they will purchase again.
5. Loyal Customer: This phrase is reserved for customers who continue to purchase over and over again.

A dashboard is a quick glance Key Performance Indicators (KPI) from a website or survey typically displayed in a series of graphs and number overviews. It will indicate how well these KPI’s are performing and if they have increased or decreased in a particular time period. For more information on dashboards please click here

Customer Effort Score (CES) is a metric that measures how much effort a customer has to exert to get an issue resolved, request fulfilled, a product purchased/returned or a question answered. A good Customer Effort Score is a sign of great customer service. For more information about Customer Effort Score (CES) please click here. 

Root Cause Analysis is looking at the overall feedback from customers and figuring out what the reason is for the feedback and making changes if necessary.