Glossary

CIP

Customer Intelligence Platform. What the Feedier Platform is, mixing Voice of Customer, business insights and AI.

T&A

Text Analysis. Everything about analyzing non-structured text feedback in the Feedier Platform.

Ad-hoc

Signifies a solution (measure or report) designed for a specific purpose, problem, or task but that is not automated or recurrent.

CES

Customer Effort Score. A CX metric that measures the ease of a customer’s experience with a product or service by asking how much effort was required to resolve an issue or complete an action, typically on a 1–7 scale.

NPS

Net Promoter Score. A standardized CX metric, calculated as the percentage of Promoters (score 9–10) minus the percentage of Detractors (score 0–6), used to quantify customer loyalty and predict growth potential.

CSAT

Customer Satisfaction Score. A transactional CX metric that quantifies customer satisfaction by averaging responses to a specific question (e.g., "How satisfied were you?") on a typically 1–5 or 1–10 scale.

RAG

Retrieval Augmented Generation. A technique that enhances AI-generated responses by retrieving relevant information from external data sources before generating an answer.

Close the loop

A process of following up with customers after receiving feedback, especially negative, to resolve issues, demonstrate responsiveness, and improve satisfaction and loyalty.

VoC

Voice of Customer. A framework for capturing, analyzing, and acting on customer feedback across channels to understand expectations, preferences, and experiences for continuous improvement.

FQL

Feedback Query Language. It’s the Feedier technology used to filter feedback records in a universal format. This format is available through every module of the Platform but also in the Feedier API. The language contains a rich number of filters (topics, NPS profiles, attributes, dates, etc.) and operators.