PXP Glossary
Customer Experience, Customer Feedback, Employee Engagement Vocabulary Defined
This glossary defines the most common vocabulary, measurements, metrics, and phrases related to the field of customer experience management and terminologies used in Press'nXPress platform to provide clarity around the meaning of a particular term.
A
ABC Question
A question where the answer is the reason picked, so there is no separate rating behind it.
Access Level
How much of your data a dashboard user can see: the whole organization, only certain branches, only certain sections, or only feedback with certain labels.
Action
What a workflow does when its trigger matches: reply by email, assign the feedback to someone, or mark it resolved.
Action Hub
Customer Feedback Management is not just about requesting and receiving feedback from customers. Press'nXPress Action Hub enables organizations to close the feedback loop with your customers. It is one single location to see the history of feedback and conversation with customers.
Add-on
An optional part of Press'nXPress your organization can be given. Settings and screens for an add-on you do not have simply do not appear.
Agent
A staff member whose service can be rated — the person at the counter, on the call, or serving the table. Feedback can be tied to an agent so you can see how each person is doing. (For the narrower call-centre sense, see Contact Center Agent.)
Agent Insight
The report that shows how each member of staff is doing: their score, how many ratings they received, and what customers said about them.
Agent Key
The part of a transferred phone call that carries the staff member's number, so the call can be matched to an agent. The choices are from, to, caller, called or agent.
Agent Ranking
The list on Agent Insight that puts your staff in order, best to worst. You can order it by score or by how many ratings each person received.
Agent Token
The extension or phone number your phone system sends to Press'nXPress when it transfers a call, so the call can be matched to the right agent.
Analytics
Tools that analyze data points, make correlations, reveal insights, and report on trends to help a business improve operations.
API Key
A secret code that lets your own systems talk to Press'nXPress. It belongs to the organization, not to a person, and there is only one at a time.
Application
A tool, service, or capability that enables the business to identify, respond to, route, and track interactions.
Application Programming Interface (API)
A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.
Artificial Intelligence (AI)
Cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to circumstances.
Automated Report
Reports that are generated automatically on defined schedule (daily/weekly/monthly) and sent to users.
Automation
Technology built to assume control of processes previously performed by humans. Automation typically increases efficiency, reduces costs, improves accuracy, and offloads mundane, repetitive tasks from employees, thereby changing the nature of their jobs.
B
Batch Email
The screen where you upload a file of contacts and send them all a feedback email at once.
Batch SMS
A list of customers you upload to an SMS touchpoint so everyone on it gets the feedback text at once.
Bot
A bot is a piece of software that automates tasks that humans would otherwise perform.
Branch
A location of business with physical addresses where the touchpoints are defined.
Branch Reporting
The tracking and presentation of key performance indicators (KPIs) and planned metrics on branch activities.
Business-to-Business (B2B)
Refers to marketplace transactions between businesses.
Business-to-Consumer (B2C)
Refers to marketplace transactions between businesses and consumers.
Button Connection Trigger
After this many red presses in a row, a terminal reports in straight away instead of waiting for its next scheduled connection.
By Link
A text message the customer answers by tapping a link and filling in a web page, rather than by replying to the message.
C
Call Center
An operation where a large volume of calls is handled on behalf of an organizational division (e.g., Customer Service, Sales, Support).
Caller
The calling party, or customer, with whom your contact center system or agent interacts.
Categorical Question
The question type used to build a poll: a question with a list of answer options rather than a rating scale.
Channels
Various physical, digital and voice communication mediums that facilitate customer interactions with a business.
Chat
A digital messaging application built into an organization’s contact center platform, and launched from the organization’s website, that allows a customer to communicate and receive service quickly and easily online.
Chatbot
An AI-enabled robot capable of communicating with human customers to deliver efficient service across voice and digital channels.
Choice
One of the answer options on a poll question, for example Communication or Work-life Balance. A choice has no rating and no reason attached.
Cluster
A theme the system finds across many written comments, such as cleanliness or friendliness. Clusters are grouped under a broader cluster category such as staff or quality.
Collector
A tool and mean to collect data such as customer feedback.
Collector Type
The way a touchpoint asks for feedback: kiosk, tablet, QR code, email, SMS, website widget, email signature, or IVR.
Conditional navigation
The setting on a survey question that sends the person to a different question depending on the answer they pick, instead of always going to the next one.
Connection Interval
How often a terminal wakes up and sends what it has collected to the dashboard. A longer interval saves battery; a shorter one gets results to you sooner.
Contact Center Agent
A contact center agent is the front-line employee that interacts directly with customers and assists with issues such as placing orders, resolving billing issues and answering policy questions.
Contact Key
The part of a transferred phone call that carries the customer's number. The choices are contact, from, caller, called or to.
Context
A combination of identifying factors about a customer—including user identity, environmental, and process-based information—that form insights which allow an organization to deliver a relevant and optimal experience to the customer.
Coverage
How often a theme shows up across your comments, shown as a percentage of all comments.
CRM (Customer Relationship Management)
The strategies, technology, and resources used to achieve a holistic understanding of a customer and their relationship to an organization. Proper CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue.
Customer
An Individual that has an interaction or transaction with a brand.
Customer Satisfaction (CSAT)
Measures how a customer feels about the help they received and how well the organization meets expectations. It is the share of happy answers. In Press'nXPress reports it is shown on a 0-10 scale, so 7.3 means 73% of answers were happy.
Customer Effort Score (CES)
Measures how much work customers have to expend to get help. A score based on the amount of effort a customer expends in getting their issue resolved, purchasing a product, etc.
Customer Engagement
A framework connecting multiple systems, processes, and stakeholders together to optimally engage the customer across their customer journey.
Customer Experience (CX)
The experience resulting from a customer’s interaction on any channel and at any touchpoint of the customer journey.
Customer Experience Management (CEM)
An organizational strategy designed to optimize customer experience and customer engagement.
Customer Experience Platform
The set of processes and systems that enable businesses to manage the customer experience.
Customer Feedback
Customer feedback is input that consumers provide to companies they do business with. It may be unsolicited - for example, a customer may file a complaint - but organizations often use structured methods to solicit and collect customer feedback.
Customer Journey
A complete end-to-end set of experiences customers have when interacting with an organization or brand.
Customer Journey Management
Customer journey management uses the latest strategies and software to provide seamless and consistently exceptional omnichannel customer experiences across a customer journey.
Customer Journey Map
A visual diagram of all touchpoints within a customer journey.
Customer Journey Optimization
The process of optimizing the customer journey through mapping and management.
Customer Service
The support offered to customers before, during, and after their purchase.
Customer Surveys
Customer surveys are tools organizations use to collect feedback from their customers about any number of topics. Customer surveys can take several forms, including paper-based documents that are mailed customers, digital surveys that appear after website transactions, and surveys facilitated by outbound phone agents.
D
Dashboard
A display and visualization of real-time communication, KPI reporting, or historical information across a screen for easy viewing.
Database
An application that stores, organizes, and structures data consistently for efficient analysis.
Daypart
A named part of the day, such as Early Morning, Afternoon or Evening, used to compare feedback across parts of the day.
Descriptive Statistics
A card listing the best and worst date, part of the day and touchpoint for the period, plus the busiest and quietest days.
Device Token
The six-character code a tablet shows on its pairing screen. You type it into the dashboard once to link that tablet to your organization.
Dimension
A way of slicing your feedback, such as by branch, by touchpoint, by question, or by agent. Reports let you group results by one or two dimensions at a time.
E
Embed Code
The few lines of code you copy from a Widget touchpoint and paste into your website or app so the feedback widget appears there.
Emotion State
The row on a journey map report that plots a happy, meh or sad face at each step's score, so you can see where satisfaction dips.
Employee Engagement
The level at which employees are engaged in their work and with the organization. Refers to how strongly employees are committed to working towards their organization's goals and vision.
Expiry
How many days a feedback link stays alive. Until it expires, the same person will not be sent another request from that touchpoint.
Extras
Extra information your own system sends along with a feedback response, such as an order type or a booking channel, stored as a key and a value.
F
Facility Map
A picture of your building with your feedback points marked on it, coloured green to red, so you can see which physical area is scoring badly.
G
Generative AI
Generative AI refers to machine learning models that create new data, such as text, images, or music, by learning patterns from existing data and generating novel content autonomously.
Geo Map
A world map of your branches, coloured by how each branch is scoring.
H
Happy path and Unhappy path
The two follow-up journeys a customer can be sent down after they rate. The Unhappy path follows an amber or red answer, the Happy path a green one.
Hardware
The on-premise, physical infrastructure of a computer or kiosk
Heatmap
A grid where each cell is coloured by its value, so weak spots stand out without reading the numbers.
I
Idle Reset Timer
How long a tablet waits on a screen before clearing itself and going back to the question. It must be between 5 and 20 seconds.
Impersonate
A Press'nXPress support action that lets an authorised person view the dashboard exactly as another user sees it, to help troubleshoot.
In-Moment
A touchpoint that asks one question, answered on the spot, rather than opening a full survey. Most collectors can be set to either.
Integration
The process of joining two applications to communicate with each other by sending and receiving data via methods such as API.
Interaction
The touchpoint of communication between a customer and an organization on the customer’s preferred communication channel of choice.
IVR
Interactive Voice Response is an automated interface that guides the caller or is used to capture feedback at the end of call. It can respond to a customer’s speech, or to the digits entered by a customer.
J
Journey Mapping
Identifying multiple touchpoints across the journey in a way that viewers of the map can understand the experience from the customer's viewpoint. It includes information about the customer's goals for the journey.
Journey Phase
One of the three fixed parts of a journey map: Passive (before), Active (during) and Post (after).
Journey Stage
A named group of steps inside a journey phase, such as Research or Checkout.
K
Keypoint
One step on a journey map: a touchpoint or a section that collects feedback, with its own target score.
KPI (Key Performance Indicator)
A high-level measurement of contact center performance captured in reports and reviewed on a regular basis.
L
Label
Your own tag on feedback. You set the rules once, and every response that matches gets the label automatically, so you can group and filter reports your own way.
Label Category
A group of labels. Filtering a report by a category pulls in every label inside it at once.
Label Config
The screen that turns a touchpoint's QR code into a ready-to-print sign. You set the headline, the footer line and whether to show your logo, then download it.
Last Time Seen
How long ago a terminal last connected to Press'nXPress. It is the quickest way to spot a device that has gone offline.
Leaderboard
Leaderboard or Ranking show branches and employees where they stand compared to their peers on important Key Performance Indicators (KPIs).
Local Number
A phone number with an ordinary area code from a specific region, used so texts look like they come from nearby.
M
Meh
The middle feedback answer, between Happy and Sad. A customer who was neither pleased nor upset. Also called a passive response.
Misuse Protection
A waiting time, set in minutes, before the same person can answer the same touchpoint again. It stops one person voting over and over.
N
Natural Language Processing
A technological process that powers the capability to turn text or audio speech into encoded, structured information.
Net Promoter Score (NPS)
Determines how likely a person is to recommend a business. This metric is used to measure customer perception of a brand and can predict revenue growth or decline. It is one of the primary methods by which companies assess loyalty and predict churn. It asks on a scale of 1 to 10, if customer recommends the business to others. Promoters indicate a score of 9-10. Passives indicate a score of 7-8. Detractors indicate a score of 1-6. Calculating NPS® score is simple - just subtract the percentage of Detractors from the percentage of Promoters.
O
Objective (journey map)
One line saying what a journey is meant to achieve for the customer. It is shown in the heading above the journey map report, next to the persona.
Omnichannel Customer Experience
The personalized experience a customer has when their individual interactions with an organization are seamlessly connected and tracked across multiple communication channels of the customer’s choice.
Omnichannel Customer Feedback
Collection of feedback from customers from any channel that individual has interactions with an organization e.g. website, in-person, SMS, email, phone
Omnichannel Customer Journey
Describes a complete end-to-end set of experiences a customer has when interacting with an organization or brand across voice and digital channels.
Open Comment Question
A survey question with no options, where the person types or speaks whatever they want.
P
Period Comparison
A report that puts two date ranges side by side, Period A and Period B, and shows how much each score and count changed between them.
Permission Group
A ready-made bundle of permissions you give a user, shown as their Role. Admin, BranchManager and Agent are examples.
Persona
A short description of the kind of customer a journey map is about.
Poll
A multiple-choice question. The person picks one option from a list you wrote instead of giving a rating, so a poll produces counts rather than a score.
Promoter Index (PI)
The share of happy answers minus the share of sad ones, shown on a 0-10 scale. It is Press'nXPress's version of NPS, normalized into the same 0-10 range as the other scores so you can read them side by side.
Promotional Link
An optional link shown after someone leaves feedback, usually pointing happy customers at a public review page or an offer.
PXPscore
PXPscore or XPressScore focuses on the full spectrum of feedback responses. Includes Meh (passive) responses into the calculation and also it is a weighted score (based on research an unhappy customer has a higher risk for a brand compared to a happy customer). The XPressScore identifies and highlights the underperforming touchpoints and interaction points much better than NPS (which ignores passive responses) or CSAT (percentage of promoters).
Q
QR Touchpoint
A printed code customers scan with their phone camera, or a chip they tap, to open a feedback question. The product also calls this QR | URL in some menus.
R
Ranking
Ranking or Leaderboard show branches and employees where they stand compared to their peers on important Key Performance Indicators (KPIs).
Respondent
The person answering a survey. They are named only when the survey asked for a name or an email.
Response
One person's run through a survey. It can be Opened, In Progress, or Completed.
Response Export
The Manage screen that hands you a year of raw feedback responses as an Excel file, one row per response.
Response Flow
The dashboard Insight opens on. It draws every response as a ribbon running from the branch it came from through to the reason the person picked.
Return on Investment (ROI)
Value of an investment expressed as a percentage of funds invested to generate a gain.
S
SaaS (Software as a Service)
A licensing and delivery model in which a vendor hosts and manages software in the cloud, making it available to access via the internet for clients paying on a subscription basis.
Sankey Diagram
A flow picture where each ribbon's thickness is the number of responses it carries, so you can see at a glance which paths are busy.
Scale Question
A question answered by rating a feeling, which produces a score out of 10.
Scheduled Question Change
A question swap you set up in advance on a feedback kiosk. It takes effect by itself on the date you pick.
Score Weights
The three numbers that say how much a Happy, Meh or Sad answer counts when your XPressScore is worked out. Set once for the whole organization in Organization Settings.
Sections
A physical segmentation where the touchpoint located in a branch e.g. Exit, Cashier
Sentiment Analysis
AI-enabled analysis deriving information from speech and text sources to indicate the nature of commentary on an issue or the sentiment behind the commentary.
Sentiment Score
Sentiment Score is a KPI to determine if a chunk of text is positive, negative or neutral based on Sentiment Analysis that is performed. The sentiment score range is between -1 and 1 (Negative -1 to -0.25, Neutral -0.25 - .25, Positive 0.25 - 1).
Serial Number
The number printed on a terminal, used to identify that exact device in the dashboard.
Signature Builder
The tab on a Signature touchpoint where you enter a person's email and name and get the rating block to paste into their mail client. Generating one also adds them as an agent.
SMS Time Gap
The shortest time allowed before the same phone number can be sent another feedback text. Set once for the whole organization.
Speech analytics
Also known as interaction analytics, is technology that leverages artificial intelligence to understand, process, and analyze human speech.
Status Strip
A band along the bottom of a tablet's question screen showing live operational content you publish separately.
Survey
A set of questions asked one after another, attached to a touchpoint. Unlike a single-question collector it can ask many questions, collect contact details, and change what it asks next based on an answer.
Survey Token
The short code that identifies a survey on one particular touchpoint.
T
Tablet
An Android tablet running the Press'nXPress app, used as a feedback kiosk on a counter or a wall.
Take Snapshot
The button that downloads the report you are looking at as an image file, so you can paste it into a slide or an email.
Target
The score, from 1 to 10, you want a keypoint on a journey map to reach. It is shown in brackets next to the actual score.
Terminal
The physical smiley-button device installed at a location. People press a button on it and it sends the response to Press'nXPress. Also called a kiosk.
Text Analytics
The automated process of translating large volumes of unstructured text into quantitative data to uncover insights, trends, and patterns. In text analytics, natural language processing (NLP) and machine learning (ML) techniques are combined to assign sentiment scores to the topics, categories or entities within a phrase.
Time Series
How a report slices time along the bottom: by month, week, date, daypart or hour.
Token (Touchpoint)
The unique code that identifies one touchpoint. It appears in a widget's embed code and in the API address for that touchpoint.
Toll-Free Number
An 800-style phone number that is free for the customer to call or text, so it is not tied to one city or area code.
Topic
A single keyword or phrase pulled straight out of a customer comment, such as parking or wait time.
Touchpoint
Any moment across the customer journey when a consumer comes into contact with a representation of your business or brand.
Touchpoint Report
The Insight report showing every question one touchpoint has asked and the answers it received.
Trigger
The condition that starts a workflow: the rating a customer gave, and whether they left a comment.
Trusted IP
An address your phone system calls in from. Press'nXPress only accepts transferred calls coming from the addresses you list, up to five.
Two-Way SMS
A text survey the customer answers by replying to the message, rather than by tapping a link.
V
Voice Character
The computer voice that reads your question out loud on a phone survey. Only some languages have voices available.
Voice of the Customer (VOC)
captures, stores, and analyzes customer feedback—whether direct, indirect, or inferred—to produce a set of insights on customer preferences, priorities, satisfaction, and more.
W
Why (Reason)
The short reason a customer picks after rating, such as Wait time or Cleanliness. Unspecified means they rated but gave no reason. Why answers are grouped into why categories.
Widget (Card)
One box on a dashboard showing a single view of your results. You can remove cards, add them back, and reset the layout to the standard one.
Word Cloud
A picture of the words in your feedback. Bigger text means the word came up more often; the colour shows whether it was said positively or negatively.
Workflow
A system that enables and tracks the efficient, optimal, consistent execution of business processes and automated tasks.
X
XPressDash
The dashboard that lays out the full, fixed breakdown of your results. Unlike XPressView you cannot add or remove its cards.
XPressScore
XPressScore or PXPscore focuses on the full spectrum of feedback responses. Includes Meh (passive) responses into the calculation and also it is a weighted score (based on research an unhappy customer has a higher risk for a brand compared to a happy customer). The XPressScore identifies and highlights the underperforming touchpoints and interaction points much better than NPS (which ignores passive responses) or CSAT (percentage of promoters).
XPressView
The one-page dashboard that summarises your results: score, response counts, rankings, trends and comments. You can add, remove and reset its cards.