Glossary
Customer experience glossary
Definitions, formulas, history, and industry benchmarks for the metrics that matter in customer experience. Cited from public research only (Bain & Company, Harvard Business Review, ACSI, Forrester, Gartner). For Bulgarian versions see /bg/glossary/.
Net Promoter Score (NPS)
The most widely used customer-loyalty metric. % Promoters − % Detractors, ranging -100 to +100.
Customer Satisfaction Score (CSAT)
Measures satisfaction with a specific interaction. % Satisfied ÷ Total × 100.
Customer Effort Score (CES)
Measures friction — how easy or hard it was for a customer to resolve their issue.
For a comprehensive comparison of all three metrics side-by-side, read the pillar guide: Customer Experience Metrics: NPS, CSAT, and CES Compared.
More terms are added over time. Suggest a definition you would like to see: [email protected].