This glossary contains a list of terms and definitions you may come across as you use GetFeedback.
| Term | Definition |
| Trigger-Based Form | Trigger-based forms are forms that collect active feedback by targeting a specific audience through certain behaviors, events, or pages. |
| Trigger-Based Form Schedule | Define when your Trigger-based Forms are shows. |
| CES (Customer Effort Score) | Metric measuring customer satisfaction; based on creating loyal customers by reducing customer effort. For 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. |
| 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 is used to leave feedback about things other than the website, such as customer service. With the 3rd option, you can add a link to the customer service contact page to reduce unwanted feedback. |
| Emotional/Mood Rating | The key metric offered by GetFeedback. It is the first default element in your feedback forms that collects the general mood of the respondent. |
| Exit form | A form triggered by a website visitor leaving the browser window. Use to understand why visitors leave a website. |
| Full Screen form | A form that pops up in front of your webpage to encourage customer participation. Used for longer forms, exit forms, newsletter signups, etc. |
| GDPR | 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). |
| Generic Feedback | 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) |
| Embedded form | An embedded form is part of GetFeedback for Web. It lets you create an embedded widget on your website. With an Embedded Form, forms appear seamlessly on your web page. |
| 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. |
| Screenshot/Visual Feedback | With GetFeedback, 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. |
| Slide Out Form | A form 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. |
| Specific Feedback | From your feedback form, you can gather feedback on specific parts of your website. Customers can select an area of the website, a screenshot is taken, and leave it with the feedback item. For example: If the button to make a reservation on a restaurant website doesn’t work, with the specific feedback option, the user can click that button and leave feedback that it doesn’t work. |
| URL vs. Path | A link (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). |
| User Targeting | Define specific visitors to see your Trigger-based Form. |