Glossary of Terms

Benchmark - An average of scores collected from five or more similar organizations to be used as a standard for comparing a score against peers or competitors. Benchmark data also includes top scores for comparison to best-in-class.
Channel - A medium in which a client offers contact with a customer. Common channels are web, mobile, store, and contact center.
Combined Scores - An aggregate score created by combining like Elements, Satisfaction, or Future Behaviors across any Measurement Survey.
CPP - A Customer Passed Parameter is a data point created by, or currently available from, the survey respondent that is captured at the time of survey submission (in contrast to an EPP, which appends the data after submission). CPPs can typically be captured via a variable, cookie, or URL string accessible while Predictive Experience code is running. Common CPPs include the browser, device, and operating system the respondent used to view the web site. Using CPPs or EPPs is dependent on the type of deployment and how the client's system can efficiently pass the data to Predictive Experience.
Custom Question - Diagnostic questions included in surveys that allow for deeper segmentation of the Predictive Experience performance metrics (i.e., Model Results). Clients typically have more flexibility in designing and modifying the Custom Questions during the contract term. Custom Questions are not used in calculating scores, satisfaction, or impacts.
CX Survey – Includes the following surveys:

  • Engagement Surveys: These are short predictive surveys. They are used for gaining directional insights on higher-traffic areas or experiences by using a less intrusive approach (with fewer questions). Supports measuring CSAT or NPS® scores.
  • Measurement Surveys: These are longer predictive surveys. Used for experiences that require more detailed and in-depth data and insights. Supports measuring CSAT and NPS® scores.
  • Ad-hoc Surveys (Non-model): Surveys that are not based on predictive model questions. Clients define their own questions to investigate problem areas with additional questions. Scores such as CSAT and NPS® are available only if standardized metric questions are included in the survey. No predictive reports are available.

EPP - An External Passed Parameter is a data point provided via an independent file. Data fields are sent in a separate data file and are matched up by the client, which are then loaded to the portal or appended by IS (in contrast to a CPP, which loads the data at the time of submission). Using CPPs or EPPs is dependent on the type of deployment and how the client's system can efficiently pass the data to Predictive Experience.
Latent - A group of questions which focus on a particular aspect of the subject being measured. For example, the Look and Feel latent score of a web site is derived from responses to questions concerning the visual aspect, or appearance, of the user interface, such as color scheme or font size.
Measure - A survey which is usually focused on a specific channel, such as a web site or in-store purchasing experience.
Measure Key/Measure ID - A unique identifier for each measure. This identifier is used in the URL to isolate data to a specific CX Survey. Generally, this identifier can be obtained from a Measures Endpoint.
Model Question - Questions within our surveys that we use to quantitatively develop scores and impacts. Model Questions are the individual rating questions within each Element, Satisfaction, and Future Behavior component of the model.
Super Latent - Connected latents tied together for benchmarking.