CX Glossary
Customer Experience Terms,
Explained Plainly
A reference for the metrics, methods, and concepts that come up in every CX conversation. Each entry defines the term, explains how it works, and connects it to real program decisions.
15
Terms covered
5
Categories
FAQ
On every page
CX Metrics
Metric
Net Promoter Score (NPS)
Measures customer loyalty by asking how likely customers are to recommend a company. Scores range from -100 to +100.
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Metric
CSAT (Customer Satisfaction Score)
Measures satisfaction with a specific interaction or transaction, typically on a 1 to 5 scale.
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Metric
Customer Effort Score (CES)
Measures how easy it is for customers to complete an interaction. One of the strongest predictors of churn.
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Metric
Observational Customer Experience (oCX)
A CX metric developed by Alterna CX that scores experience from -100 to +100 based on real observed feedback, not survey responses alone.
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Metric
Employee Experience (eNPS)
Applies the NPS methodology to employees, measuring how likely they are to recommend the company as a place to work.
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Analytics and Analysis
Analytics
Customer Experience Analytics
The process of collecting and analyzing feedback from multiple sources to identify trends, sentiment, and operational issues.
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Analytics
Sentiment Analysis
Automatically classifies text as positive, negative, or neutral using natural language processing and machine learning.
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Analytics
Root Cause Analysis in CX
The process of tracing customer dissatisfaction back to its operational source, rather than treating surface-level symptoms.
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Analytics
Location-Based CX Analytics
Analyzing customer feedback at the individual location level to identify which sites underperform and why.
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Feedback Programs
Feedback
Voice of Customer (VoC)
The discipline of capturing customer expectations, preferences, and complaints from every channel and turning them into action.
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Feedback
Customer Feedback Analytics
Systematically processing and analyzing customer feedback at scale to surface patterns, priorities, and root causes.
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Feedback
Social Media Listening
Monitoring and analyzing social media posts and comments to understand public sentiment and emerging issues.
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Technology and Data
Technology
Unstructured Data in CX
Text-based feedback like reviews, transcripts, and social posts that cannot be stored in a traditional database without processing.
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Technology
Contact Center Analytics
Analyzing call transcripts, chat logs, and support tickets to surface recurring issues and agent performance patterns.
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From definition to real action
Understanding the terminology is the first step. Alterna CX turns these concepts into a working system: collecting feedback from every channel, analyzing it automatically, and surfacing root causes with recommended actions.