Glossary
Clear explanations to help you choose the right metric and make a more confident decision.
8 published terms
Metrics
/ces
CES, or Customer Effort Score, measures how much effort someone felt they needed to complete a task. It helps teams find friction in experiences such as getting support, setting up an account, buying something, or solving a problem.
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/churn
Churn is the loss of customers or recurring revenue during a period. The rate shows how large that loss is compared with the customer base or revenue at the start of the same period.
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/csat
CSAT is a satisfaction measure tied to one specific experience, such as support, a purchase, or delivery. People give a score, and the calculation shows the share of responses considered satisfied.
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/customer-satisfaction-survey
To create a customer satisfaction survey, start with the decision you need to make. Then choose a small set of questions, decide when to send them, and pair a score with one open field.
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/customer-service-survey-questions
A useful customer service survey shows whether the issue was resolved, how the interaction felt, and how much effort it required. You do not need to ask everything; choose the block that matches the decision you need to make.
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/nps-csat-ces
NPS, CSAT, and CES measure different parts of the customer experience. The right choice starts with the decision you need to make: track recommendation, evaluate satisfaction, or find effort in a task.
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/nps
NPS, or Net Promoter Score, measures how likely customers are to recommend a company, product, or service. It is a relationship metric, so the timing and context of the question matter.
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/response-rate
Survey response rate is the percentage of valid invitations that turn into valid responses. It helps track participation, but it does not guarantee that respondents represent the entire invited audience.
Read entryOnce the concept is clear, use one of these templates to put it into practice.
Metrics
This template measures satisfaction right after a specific interaction. Use the same structure after support, a purchase, or a delivery, then learn what is behind the score.
View templateMetrics
This template includes the standard NPS recommendation question, a short explanation prompt, and an optional improvement question. Copy the structure and tailor the wording to the product or service your respondents know.
View templateSaaS & subscriptions
This template helps you learn why a customer canceled, what influenced the decision, and whether they might return. The questions below form a short survey you can adapt to your service.
View templateWe use analytics cookies to understand how you use Freqly and improve the product. Your name, email, and survey responses are never shared. Learn more