Usersnap Glossary

Agile Feature

A feature in Agile is a piece of functionality large enough to deliver visible value to a user and small enough for a team to build within a release. It sits between an epic and a user story.

Business Growth

Business growth is a sustained increase in a company's revenue, customers, market share or capacity. What separates growth from a good quarter is whether it repeats, which depends on keeping the customers you already won.

Customer Insights

A customer insight is a conclusion about why customers behave the way they do, drawn from what they say and what they do. It gets you past the fact to the reason behind it. Product teams use them to decide what to build next and what to leave alone.

Customer Effort Score (CES)

Customer Effort Score, or CES, measures how much work someone had to do to get something done. You ask them how easy it was, usually on a seven-point scale, and the score is the average. Effort predicts whether people stay better than satisfaction does.

CSAT

CSAT, or customer satisfaction score, measures how satisfied someone was with one specific interaction. You ask them to rate it, usually one to five, and the score is the percentage who answered in the top two options.

Customer Life Cycle

The customer lifecycle is the path someone takes from first hearing about you to either renewing or leaving. It usually breaks into five stages: awareness, acquisition, onboarding, retention and advocacy.

Customer Onboarding

Customer onboarding is the work of getting a new customer from signing up to their first real result. It is not a welcome email sequence. It ends when the customer has done the thing they bought the product to do.

DAU, WAU, and MAU

DAU, WAU and MAU count how many unique users are active in a day, a week and a month. Which one matters depends on how often your product is meant to be used, and comparing them gives you stickiness.

Detractors

In Net Promoter Score, detractors are the customers who answer 0 to 6 when asked how likely they are to recommend you. They are counted against your score, and their comments are usually the most specific feedback you will receive.

Feedback Loop

A customer feedback loop is the cycle of collecting feedback, deciding what to do, acting, and telling the people who raised it what changed. Telling people what changed is called closing the loop, and it's the step teams skip most often.

Feedback on a website

Website feedback is what visitors tell you about a site: what confused them, what broke, and what they could not find. It arrives through in-page comments, surveys and bug reports, and it explains the behaviour analytics can only show you.

Feature Request

A feature request is a customer asking for something your product does not do yet. Most of them arrive as a proposed solution. The useful part is usually the friction underneath it, and that is what tells you whether to build anything at all.

Feedback Hub

Feedback Hub means two different things. It is Microsoft's built-in Windows app for sending feedback to Microsoft, and it is a general term for any central place where a company collects and organises customer feedback.

In-App Notifications

In-app notifications are messages shown inside an app while someone is using it, to announce a change, guide them through something, or prompt an action. Unlike push notifications, they only appear when the person is already there.

NPS score

NPS, or Net Promoter Score, measures how likely customers are to recommend you. It comes from one question answered on a scale of 0 to 10, and the score is the percentage of promoters minus the percentage of detractors.

Product Adoption

Product adoption is the move from trying something to relying on it. It is not signup and it is not first use. Someone has adopted a product when doing the work without it would be a step backwards.

PLG

PLG stands for product-led growth, a model where the product itself drives signups, expansion and retention rather than a sales team. People try it before they talk to anyone, and often before they tell their employer.

Product Research

Product research is the work of finding out what to build and whether what you built works. It covers talking to users, watching them use things, and testing ideas before committing engineering time to them.

Product Discovery

Product discovery is the process of deeply understanding customer needs and business contexts to build products that effectively address those needs. It involves identifying user problems, researching, testing, and refining ideas to ensure that the right product is built for the right audience.

PDLC

The product development lifecycle, or PDLC, is the loop a product runs through from idea to release and back to the next idea. It covers discovering what to build, building it, validating it, announcing it, and learning from what happened.

User Journey

A user journey is the path someone takes to get something done in your product, from the moment they arrive to the point they either succeed or give up. It covers what they do, what they are trying to achieve, and where it goes wrong.

User Engagement

User engagement measures whether people keep coming back to your product and what they do when they are there. Teams track it with active users, DAU/MAU stickiness, retention and feature adoption.

UAT

UAT stands for user acceptance testing. It is the phase where the people who will actually use the software check that it does what they need, before it goes live. It answers whether the build solves the problem, not whether the code works.

User Feedback

User feedback is what the people using your product tell you about it, whether you asked or not. It covers bug reports, feature requests, survey answers, support tickets and what customers say on calls, and it's the most direct evidence of what to change next.

UAT Tester

A UAT tester is someone who checks that software does the job it was built for, before it goes live. They are usually a business user rather than a professional tester, which is the point: they test against real work instead of test cases.