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.

Business Growth

Business Growth refers to the expansion of a company's operations, revenue, market share, or other key metrics over time. It encompasses strategic initiatives, operational improvements, and market opportunities that enable organizations to increase profitability, scale operations, and achieve sustainable success.

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.

DAU, WAU, and MAU

DAU (Daily Active Users), WAU (Weekly Active Users), and MAU (Monthly Active Users) are metrics used to measure the frequency of user engagement with a product or service over specific time periods, providing insights into user activity patterns.

Detractors

Detractors are individuals or customers who express dissatisfaction or negative sentiment towards a product, service, or brand. Within the context of customer feedback, detractors are identified based on their responses to questions such as those used in the Net Promoter Score (NPS) survey, where they typically rate their likelihood to recommend a product or service with a score ranging from 0 to 6. These customers play a critical role in providing feedback that highlights areas of weakness or dissatisfaction in the customer experience, serving as essential indicators for businesses seeking to enhance their offerings and foster customer loyalty.

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.

Feature Request

A feature request is a user-submitted suggestion for introducing new functionalities or improvements to a software product. It serves as a direct communication channel between users and developers, allowing customers to express their needs and preferences.

Feedback Hub

A feedback hub is a centralized platform or system used by businesses to collect, organize, and analyze customer feedback across various channels. It serves as a hub for gathering insights from customers regarding their experiences, preferences, and suggestions related to products, services, or overall brand perception. Feedback hubs play a crucial role in enabling businesses to understand customer needs, identify areas for improvement, and drive innovation.

NPS score

Net Promoter Score (NPS) is a metric used to evaluate customer loyalty and satisfaction towards a company, product, or service. It is determined by asking customers a single question: "How likely is it that you would recommend [company/product/service] to a friend or colleague?" Respondents provide a rating on a scale from 0 to 10, categorizing them into promoters (9-10), passives (7-8), or detractors (0-6). The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters, providing insights into overall customer sentiment and advocacy.

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.

Product Research

Product research is the systematic process of gathering, analyzing, and interpreting data and insights related to a specific product or service. It encompasses various methodologies and techniques to understand customer needs, market dynamics, competitor offerings, and industry trends to inform strategic decisions throughout the product lifecycle. Product research is the foundation for developing successful products, guiding innovation, and ensuring alignment with customer expectations and market demands.

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.

User Feedback

User feedback refers to a curated collection of terms and definitions related to customer opinions, reviews, and suggestions. This resource aims to enhance understanding by clarifying the language used in expressing user sentiments and experiences.

UAT Tester

UAT testers, or User Acceptance Testing testers, are skilled professionals responsible for rigorously evaluating software applications. Their role involves validating that the software aligns with user requirements, functions seamlessly, and is ready for deployment. UAT testers play a crucial part in identifying and rectifying issues before software reaches end-users, ensuring a high-quality, user-approved product.