What are the terms used in Journey?

CES : Customer Effort Score is a customer satisfaction indicator that measures the effort required of customers to carry out a specific action: a purchase, a return or a complaint. Find out more.
CSAT : Customer Satisfaction Score is used to evaluate the customer experience by sending out surveys consisting of short but effective questions. Find out more about CSAT.
Comment : This is a respondent's answer to ONE text question in an interaction.
Consultant : User who can consult the reports made available by the Expert. They cannot create or modify anything.
CSAT with criteria : Question containing different criteria for measuring specific elements of an interaction.
Sentiments : Notion identified in a verbatim via semantic analysis. Here we find :
- primary emotions: joy, sadness, etc. (see plutchik wheel).
- general opinions (dissatisfaction, lack, loss, reiteration, satisfaction, approval).
- opinions about people (competence, dynamism, antipathy, etc.).
- opinions about things (infeasibility, dysfunction, cleanliness, etc.).
- Attachment indicators (loyalty, gratitude, pleasant surprise, recommendation, etc.).
- risk indicators (attrition, poor image, legal threat, non-payment, non-referral).
Survey : Set of questions used to measure a respondent's opinion.
Customer experience expert : A user who can create surveys and distribution batches, manage users and their permissions, consult and create reports and create action plans.
Indicator : A measurement of the customer experience.
CSAT indicator : Overall interaction indicator, limited to one per questionnaire.
Media : This is the medium used to solicit a contact (email, sms, pop-in).
NPS : The Net Promoter Score indicates the intention to recommend a company. This score, rated from -100 to 100, is calculated by subtracting the percentage of detractors (those giving a score of 0 to 6) from the percentage of promoters (those giving a score of 9 to 10) on a scale of 10. Find out more.
Page : Structural element used to display questions.
Customer journey: A set of stages and actual or potential interactions that a customer (or user) goes through throughout their relationship with an organisation or a brand as an embodiment of the organisation. In Vocaza Journey, a customer journey makes it possible to group together surveys and have a consolidated view of all the associated data.
Thematic plan / Theme: This is linked to the customer's business. The topics raised by respondents in the comments and which are relevant to the customer's business, the thematic plan is a hierarchical structuring of themes.
Project : File containing a customer journey and all associated data (survey, distribution, respondents, etc.).
Respondent : A person answering the questionnaire.
Scenario : Set of solicitation sequences.
Solicitation sequence : Set of solicitations with a timeframe (initial solicitation and reminders on D+n days).
Solicitation : Manner of transmitting the survey to the respondent.
Tone : Tone is determined by semantic analysis and is used to define whether a comment is positive or negative.

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