This glossary contains a list of terms and definitions you may come across as you use GetFeedback.
Campaign set up to target specific visitors on specific actions to collect feedback on certain topics.
A point of reference for comparison.
Boost Live Feedback Survey
Draw users’ attention to submit feedback via the feedback button with a small slide-out survey asking them to leave passive feedback about the website.
Campaigns are surveys that collect “active feedback” by targeting a specific audience through certain behaviors, events, or pages.
Define when your campaign is displayed.
CES (Customer Effort Score)
Metric measuring customer satisfaction; based on creating loyal customers by reducing customer effort. Example: "How much do you agree with the following statement on a scale of 1-5?: The company made it easy for me to handle my issue.”
Forms containing questions that change based on the feedback topic. Conditional forms use a dropdown for users to select a topic, such as bug, compliment, or suggestion.
You can control the visibility of certain elements, like questions or pages, based on answers to previous questions. (If the answer is no, show question 7.)
CSAT (Customer Satisfaction Score)
CSAT measures whether products and services provided by a company meet or exceed customer expectations and how satisfied customers are.
Custom Third Option
When setting up the feedback form, you can ask for specific or generic feedback. Use a custom third option if you notice the feedback button used to leave feedback about things other than the website, such as customer service. With the third option, you can add a link to the customer service contact page to reduce unwanted feedback.
The key metric offered by GetFeedback Digital. It is the first default element in your feedback forms that collects the general mood of the respondent.
A survey triggered by a website visitor leaving the browser window. Use to understand why visitors leave a website.
Full Screen Survey
A survey that pops up in front of your webpage to encourage customer participation. Used for longer surveys, exit surveys, newsletter signups, etc.
The General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) guides and regulates the way companies across the world handle their customers' personal information with the intent to strengthen and unify data protection for all individuals within the European Union (EU).
In the feedback form, you can ask for generic feedback about the whole page instead of a specific part of the website. A screenshot is attached with the feedback item to replicate the customer’s view of that page.
Goal Completion Rate (GCR)
The Goal Completion Rate (GCR) is a metric measuring the number of people that complete a specific goal, such as signing up for a trial or subscribing to a mailing list. (Goal Completion Rate= # of Web Visitors / # of Goals Completed)
In-Page is part of GetFeedback for Web. It lets you create an embedded widget on your website. With In-Page, surveys appear seamlessly on your web page.
Define if or when the customers should jump to another page based on the answers submitted on the current page. (Example: If answer is yes, jump to page 3. Otherwise, jump to the last page)
Summary of feedback items showing common trends, anomalies, and areas that need attention. To provide meaningful data, Key Insights will appear with a minimum of 100 feedback items per month.
Labels help you organize feedback items into categories. You can create labels manually or automatically.
You can also use labels to assign feedback items to team members.
NPS (Net Promoter Score)
Net Promoter Score is a number used to measure the loyalty of your users by asking how likely they are to recommend your business to someone. The score range typically runs from 0-10. 0-6 are detractors, 7 & 8 are passives, and 9 & 10 are promoters.
Passive feedback refers to the feedback button that you can place on the side of your website. It’s called “passive” because the website visitor must click the button to provide feedback.
Our Public API is a RESTful API that allows your developer to send campaigns using a script or a program. Please visit developers.usabilla.com for more information and documentation.
Recruit Participants Survey
This type of survey redirects your users to an external survey form, where you can learn more about your users.
Save Form Values
Save the values of form elements submitted into form fields when feedback is left. Password fields are never stored.
You can set up saved searches to save filters, retrieve them automatically, and receive feedback via email.
With GetFeedback for Web, you can collect visual feedback/screenshots to reproduce what the user giving feedback saw. You can ask to leave feedback on a specific part of the website or the whole website.
Software Development Kit - a set of tools that allows developers to set up the GetFeedback solution in a mobile app.
Slide Out Survey
Survey that slides out subtly from the side of a page. It does not interrupt the user too much from his action. Use cases include: collecting feedback about new features on a website, learning why customers visited your site, etc.
From your feedback form, you can gather feedback on specific parts of your website. Customers can click an area of the website, a screenshot is taken, and left with the feedback item. Example: If the button to make a reservation on a restaurant website does not work, with the specific feedback option, the user can click that button and leave feedback that it doesn’t work.
A Theme is a design you can choose for feedback forms and campaigns to match your website design or branding.
Translate text to…
Set up automatic translation of feedback comments to a specific language.
URL vs. Path
URL is the web address of a website consisting of several parts. A path usually refers to a file or folder (directory) on the web server (for example, /folder/file.html).
GetFeedback Digital for Apps
GetFeedback for Apps allows you to capture feedback from within your native iOS and Android apps. Collect passive feedback from users by triggering forms when they perform certain actions. Collect active feedback by asking specific questions to your user at a moment where they are least biased. You can use this feature to measure NPS, find out how satisfied users are, or validate a business case with your users.
GetFeedback for Email
GetFeedback for Email lets you create a widget that can be placed in your email templates to collect feedback about the content of your emails, customer service quality, or to redirect to more extensive surveys.
GetFeedback for Web
GetFeedback for Web helps you collect valuable feedback about your website. It consists of several parts (active feedback, passive feedback and InPage).
Define specific visitors to view your campaign.
The viewable area of a webpage. Size varies by device (smaller on a mobile phone than on a computer screen).