What does CSAT stand for?
AnswerCustomer satisfaction score
CSAT usually asks customers to rate their satisfaction with a product or interaction.
Business · Facts & stats
CX facts & stats
7 fact-checked facts about customer experience, each with the reason behind it. 5 more are in today's round and join this page after it closes.
The basics
What does UX stand for?
AnswerUser experience
UX focuses on how people experience using a product such as an app or website.
Going deeper
What is 'customer churn'?
AnswerCustomers stopping use of a product or service
Churn rate measures the share of customers who leave over a given period.
In NPS, what are customers who answer 9 or 10 called?
AnswerPromoters
Customers who answer 9 or 10 are promoters, the most enthusiastic group and the likeliest to recommend.
What is a customer journey map?
AnswerA visual of the steps a customer goes through with a business
Journey maps show each stage and touchpoint to reveal where customers struggle or are delighted.
Expert level
In NPS, which answers count as 'detractors'?
Answer0 to 6
Any score from 0 to 6 counts as a detractor.
What does CES stand for in customer experience metrics?
AnswerCustomer effort score
CES measures how easy it was for a customer to get something done, like solving a problem.
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