Usersnap Glossary

Agile Feature

A feature in Agile development is a distinct and valuable functionality or user capability that contributes to the overall objectives of a software project. It is typically a customer-facing aspect of the software that can be developed, tested, and delivered independently, often represented as a user story or item on the product backlog.

Customer Insights

Customer insights refer to in-depth knowledge derived from data and research about your target audience's behaviors, preferences, and needs. These insights enable informed business decisions, such as tailoring products or services to meet customer expectations better, enhancing marketing strategies, or improving customer experiences.

Customer Effort Score (CES)

Customer Effort Score (CES) is a customer satisfaction metric that measures the ease with which customers can accomplish a specific task or goal when interacting with a company, product, or service.

CSAT

Customer Satisfaction Score (CSAT) is a widely used metric that assesses the level of satisfaction customers have with a product, service, or interaction. Typically measured on a scale (e.g., 1 to 5 or 1 to 7), CSAT surveys ask customers to rate their satisfaction, with higher scores indicating greater satisfaction. It provides valuable insights into customer sentiment and helps organizations identify areas for improvement in their offerings and customer interactions.

Customer Life Cycle

The first step of the perfect customer life cycle is "Awareness" or "Acquisition," which involves making potential customers aware of your products or services through marketing and advertising efforts.

Customer Onboarding

Customer Onboarding is the process of welcoming and integrating new customers into a company's products, services, or ecosystem. It ensures a positive initial experience by guiding customers through setup, training, and support, fostering strong relationships and reducing churn.

Feedback Loop

A feedback loop is a systematic process employed by businesses to continuously gather, analyze, and act upon feedback provided by their customers. It involves collecting input through various channels, such as surveys, reviews, and direct interactions, followed by an in-depth analysis to identify trends and areas for improvement.

Feedback on a website

Website Feedback refers to the valuable insights, opinions, and comments provided by users and visitors of a website. It is pivotal in improving the website's performance, usability, and overall user experience. The importance of website feedback lies in its ability to identify issues, optimize content and design, enhance user engagement, and build a stronger connection between the website and its audience.

Product Adoption

Product adoption is the process where users progressively embrace and effectively use a new product, service, or feature, typically measured through engagement and satisfaction metrics.

PLG

PLG (Product-Led Growth) is a business strategy that relies on the product itself to drive customer acquisition, expansion, and retention, minimizing the need for extensive sales and marketing efforts. It often involves offering a free or freemium version of the product to encourage user adoption and growth.

User Journey

A user journey is the path a person takes when interacting with a product or service, from initial engagement to the desired outcome. It's a critical aspect of user experience design and optimization.

User Engagement

User Engagement refers to the level of interaction and participation users have with a product, service, or platform, indicating their interest and satisfaction. It's a key metric in digital experiences.

UAT

UAT stands for "User Acceptance Testing." It is a crucial phase in the software development process during which end-users or clients evaluate and validate a software application to ensure it meets their requirements, functions correctly, and is ready for production use. UAT helps identify and resolve any issues, bugs, or discrepancies before the software is officially deployed, ensuring that it aligns with user expectations and business needs.