Glossary
Quick definitions of the words you’ll come across in the app. Other articles link to these on first mention.
- Touchpoint — A place where you collect customer feedback, such as a survey or a support follow-up.
- Feedback — A single customer’s response: their score and any comments they left.
- Conversation — The Close the Loop name for a piece of feedback you can reply to and track.
- Score — The number a customer gave, shown as a color-coded badge.
- NPS — Net Promoter Score (0–10): Promoters, Passives, and Detractors.
- CSAT — Customer Satisfaction (1–5): Satisfied, Neutral, Unsatisfied.
- CES — Customer Effort Score (1–7): Agree or Disagree.
- Sentiment — The tone of a written comment, from Very Positive to Very Negative.
- Highlight — Marking feedback as important so it’s easy to find again.
- Category — A topic the app groups feedback under, like delivery or staff.
- Close the Loop — An add-on to reply to customers and track conversations to done.
- Tenant — Your organization’s own space in Hello Customer.
- Add-on — An optional feature your organization can switch on.