Glossary
Key terms used across Davies CXsmart.
Metrics
NPS (Net Promoter Score)
A loyalty metric based on one question: "How likely are you to recommend us?" answered on a 0–10 scale. Respondents are grouped into promoters, passives, and detractors, and the score is the percentage of promoters minus the percentage of detractors.
CSAT (Customer Satisfaction)
A satisfaction metric where respondents rate how satisfied they were with a product, service, or interaction.
CES (Customer Effort Score)
An effort metric where respondents rate how easy it was to get something done. Lower effort generally predicts higher loyalty.
Promoter / Passive / Detractor
The three NPS groups, based on the 0–10 answer:
| Group | Score | Meaning |
|---|---|---|
| Promoter | 9–10 | Enthusiastic; likely to recommend. |
| Passive | 7–8 | Satisfied but unenthusiastic. |
| Detractor | 0–6 | Unhappy; may discourage others. |
Feedback and analysis
Verbatim
A free-text answer in a respondent's own words — the qualitative comment behind the numbers.
Topic vs theme
A topic is a specific subject a verbatim is about (for example "wait time"). A theme is a broader grouping that several topics roll up into (for example "service speed"). Coding tags a verbatim with its topics, and those topics carry their parent themes. See Topics, themes & prompts.
Partial vs complete
A partial response is one a respondent started but didn't finish (in-flight); a complete response was submitted in full. Response lists distinguish the two, and stale partials are expired automatically over time.
Delivery
Channel
The medium a survey is delivered through — email, SMS, web, or IVR (inbound/outbound phone). Different channels support different question types; see the channel capability matrix.
Agent
A colleague whose customer interactions feedback is attributed to. Attributing responses to agents powers agent reporting and leaderboards. An agent is distinct from a workspace user. See Agents.
ADEPT
The agent's survey-initiation surface: an agent starts a survey to a specific customer — by email, SMS, outbound call, a short link to read out, or an inbound number to quote — with the response attributed to that agent. See ADEPT.
Suppression
The set of do-not-contact controls applied before every send: suppression rules, the phone blacklist, opt-out/unsubscribe records, and the contact-frequency cap. Blocked contacts are skipped and reported as suppressed. See Suppression and opt-out.
Organisation
Client account
A customer's isolated workspace in Davies CXsmart. Surveys, users, agents, settings, and data all belong to a single client account and are kept separate from other client accounts.
Subscriber
An organisational unit within a client account's hierarchy. Subscribers form a parent/child tree so feedback can roll up from individual units to broader groupings. See Segments.