Sales & Customer Service • Module glossary
This glossary explains common words and fields you’ll see when using Feedback & Surveys in XFatora.
Also known as: Surveys
What it is: Anonymous responses hide the participant identity while still capturing the feedback.
When you use it: Use anonymity when you want more honest feedback (especially internal employee surveys).
Example: Employees share workplace concerns more openly when responses are anonymous.
Common fields (and what they mean):
Related terms: Survey, People Records
What it is: CSAT (Customer Satisfaction Score) measures how satisfied customers are—often on a 1–5 scale.
When you use it: Use CSAT after support, delivery, or onboarding to monitor service quality.
Example: After a ticket closes, CSAT asks: “How satisfied are you with the resolution?”
Common fields (and what they mean):
Related terms: Survey, Support Desk, NPS
What it is: Custom fields in surveys are placeholders that let you personalize invitations (like using the recipient’s name or company).
When you use it: Use them to increase engagement and make invitations feel relevant.
Example: The email greeting uses the participant’s first name automatically.
Common fields (and what they mean):
Related terms: Mail List, Personalization
What it is: A mail list is a saved group of emails you can send surveys to (e.g., “All Customers”, “Staff”, “VIP Customers”).
When you use it: Use mail lists to send surveys to the right audience without selecting people one by one.
Example: You maintain a mail list for “New Customers (last 30 days)” for onboarding feedback.
Common fields (and what they mean):
Related terms: Survey, Segmentation
What it is: NPS (Net Promoter Score) measures loyalty by asking how likely someone is to recommend you (0–10).
When you use it: Use NPS quarterly or after key milestones to understand overall customer sentiment.
Example: Promoters (9–10) vs detractors (0–6) help you track loyalty trends.
Common fields (and what they mean):
Related terms: Survey, CSAT
What it is: This setting restricts the survey so only logged-in staff/customers can respond.
When you use it: Use it when the feedback must be tied to real accounts or when privacy is important.
Example: An internal HR survey is restricted to employees only.
Common fields (and what they mean):
Related terms: Participant, Security
What it is: A participant is any person invited to complete a survey (customer contact or staff member).
When you use it: Use participant tracking to measure response rates and follow up with non-responders when needed.
Example: You send the survey to 200 customers and receive 80 responses (40% response rate).
Common fields (and what they mean):
Related terms: Mail List, Response Rate
What it is: A question is one prompt inside a survey that collects a specific piece of feedback.
When you use it: Use clear, simple questions to get answers you can act on.
Example: “How satisfied were you with the delivery speed?”
Common fields (and what they mean):
Related terms: Question Type, Survey Results
What it is: Question type controls how people answer (checkbox, radio button, short text, long text).
When you use it: Use the right type to make results easy to analyze.
Example: Use a rating question for satisfaction and a text area for open comments.
Common fields (and what they mean):
Related terms: Question, Survey Results
What it is: A required question must be answered before the survey can be submitted.
When you use it: Use required questions only for the essentials—too many required fields reduce completion rates.
Example: Make CSAT rating required, but leave “Additional comments” optional.
Common fields (and what they mean):
Related terms: Question, Completion Rate
What it is: A response is one completed survey submission by a participant.
When you use it: Use responses to analyze trends over time and identify improvement areas.
Example: A customer gives a 2/5 rating and comments that delivery was late.
Common fields (and what they mean):
Related terms: Survey Results, Anonymous Response
What it is: Response rate is the percentage of invited participants who submitted the survey.
When you use it: Use it to measure engagement and whether your audience is reachable.
Example: A 40% response rate is strong; 5% suggests the timing or audience may be wrong.
Common fields (and what they mean):
Related terms: Participant, Survey Results
What it is: A survey is a set of questions you send to customers or employees to collect feedback in a structured way.
When you use it: Use surveys when you want measurable insights instead of scattered comments (e.g., after delivery, after support, after onboarding).
Example: After closing a support ticket, you send a 3‑question survey to measure satisfaction.
Common fields (and what they mean):
Related terms: Question, Participant, CSAT, NPS
What it is: Survey description explains the purpose of the survey and sets expectations (time to complete, confidentiality).
When you use it: Use it to improve trust and increase response rates.
Example: “This takes 2 minutes. Your feedback helps us improve.”
Common fields (and what they mean):
Related terms: Survey, Participant
What it is: A survey link is the unique URL you share so people can open and complete the survey.
When you use it: Use links for quick distribution via email, WhatsApp, or inside the customer portal.
Example: You paste the survey link in a WhatsApp message after delivery confirmation.
Common fields (and what they mean):
Related terms: Survey, Participant
What it is: A survey reminder is a follow-up message to participants who didn’t respond.
When you use it: Use reminders carefully—one or two is usually enough to increase response rate without annoyance.
Example: You send a reminder 3 days after the first invite to non-responders only.
Common fields (and what they mean):
Related terms: Response Rate, Mail List
What it is: Survey results are the summarized outcomes: averages, charts, and answer breakdowns.
When you use it: Use results to make decisions and to track improvement over time.
Example: Your CSAT average increases from 3.8 to 4.4 after process changes.
Common fields (and what they mean):
Related terms: Response Rate, CSAT, NPS
What it is: Survey status shows whether a survey is active, disabled, or completed.
When you use it: Use status to control when people can respond.
Example: You disable an old survey to prevent late responses from affecting your report.
Common fields (and what they mean):
Related terms: Survey, Survey Results
