Account NPS
The Net Promoter Score of a whole customer company, calculated from the answers of everyone who works there, so you can see which accounts are happy rather than just which people.
Glossary
Customer feedback, in plain English
30 terms every team that listens to customers should know, from NPS to Wall of Love.
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C
Churn
The share of customers who stop paying you over a period. Feedback from people who are about to churn is the most valuable feedback you can get, because it tells you what to fix before they leave.
PulseClose the loop
Telling a customer what happened after they gave feedback: that you heard it, what you decided, and when it shipped. Closing the loop is what turns a survey into a relationship.
How the loop worksCustomer effort score (CES)
A survey that asks how easy it was to get something done, usually on a 1–7 scale. Lower effort predicts loyalty better than delight does.
CSAT and quick ratingsCustomer feedback loop
The cycle of asking customers for feedback, acting on it, and telling them what changed. A complete loop runs from hearing a problem to shipping a fix to the customer saying it worked.
Qintr platformCustomer satisfaction score (CSAT)
A survey that asks how satisfied a customer was with one moment, such as a support chat or a purchase, usually on a 1–5 scale. CSAT is the percentage of people who answer 4 or 5.
CSAT calculatorD
Detractor
In NPS, someone who scores you 0 to 6. Detractors are unlikely to recommend you and may warn others away, so they need a reply first.
NPS calculatorF
Feature request
A customer asking for something your product doesn’t do yet. Collected on a board, requests show what to build and who is asking for it.
Feature voting boardsFeature voting
Letting customers vote on feature requests, so popular ideas rise to the top. Votes are most useful when each one is tied to a real person and company.
IdeasFeedback board
A shared page where customers suggest ideas, vote and comment, and see the status of each request. Boards can be public, for signed-in customers only, or internal.
IdeasI
In-app survey
A survey shown inside your product, at the moment the customer is using it. In-app surveys get more answers than email because they ask in context.
NPS surveysN
Net Promoter Score (NPS)
A measure of customer loyalty from one question: “How likely are you to recommend us to a friend or colleague?” on a 0–10 scale. NPS is the percentage of promoters minus the percentage of detractors, from −100 to +100.
NPS calculatorNPS follow-up question
The question asked after the score, such as “What’s the main reason for your score?” The follow-up explains the number and is where the useful feedback lives.
Survey question bankP
Passive
In NPS, someone who scores you 7 or 8. Passives are satisfied but not enthusiastic, and they don’t count towards the score either way.
NPS calculatorPost-purchase survey
A short survey sent after someone buys, asking how it went. It catches problems with delivery, checkout or the product while the experience is fresh.
CSAT and quick ratingsPrivate feedback
Feedback meant for your team, not your website: complaints and candid notes. It should live in its own inbox and never appear on a public widget by accident.
Private feedbackProduct–market fit survey
A survey asking how disappointed users would be if they could no longer use your product. A high share of “very disappointed” answers is a common signal of product–market fit.
Survey question bankPromoter
In NPS, someone who scores you 9 or 10. Promoters are your most likely advocates, which makes them the best people to ask for a testimonial.
Testimonial requestsPublic roadmap
A page showing what you’re planning, building and have shipped, so customers can see where their requests stand.
R
Release notes
A short note announcing what changed in a release. The best release notes name the customer problem each change solves and reach the people who asked for it.
Review
A rating and comment a customer leaves about you, often on a third-party site such as Google or an app store. Reviews can be imported and shown on your own site.
Import reviewsS
Signed identity
A way for your product to tell a feedback tool who the current user is, using a secure signature, so answers and votes arrive verified without a separate sign-in.
DevelopersSocial proof
Evidence that other people trust you, such as testimonials, reviews, ratings and customer logos. It works because people look to others when they’re unsure.
Why social proof worksSurvey fatigue
When customers stop answering because they’re asked too often. Limiting how often each person is surveyed keeps answer rates healthy.
T
Testimonial
A public story from a customer that you have permission to share, in text or video, with their name. Testimonials are strongest when they’re specific and approved by the customer.
Testimonial formsTestimonial request
An email or message asking a customer for a testimonial. The best requests come right after a win, ask one clear question and make answering one tap.
Request email generatorTestimonial widget
A block of testimonials embedded on your website, such as a carousel, grid or rating badge, added with a short snippet of code.
Testimonial widgetsV
Video testimonial
A short video of a customer talking about their experience. Video is the most persuasive kind of testimonial and the hardest to collect, unless recording is part of the request.
Video testimonialsVoice of the customer (VoC)
Everything customers tell you, from surveys, support, reviews and calls, gathered in one place so teams can act on it.
Qintr platformW
Wall of Love
A page that collects your best testimonials and reviews in one place, often on its own domain, to link from your site, emails and sales decks.
Wall of LoveNo terms match. Suggest one.
Close your loop.
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