Dictionary

Popular terms used in online survey research and SurveyLab system.

C

Customer Success – a function in a company responsible for building long-lasting relations with the customers, value development, upsell, and churn reduction.

CAPI (Computer Assisted Personal Interviewing) – is a personal surveying technique in which the interviewer follows a script provided by a computer.

CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) – is a type of challenge-response test used in computing as an attempt to ensure that the response is generated by a person.

CASI (Computer Assisted Self Interviewing) – is a personal surveying technique in which the respondent enters answers directly into a computer.

CATI (Computer Assisted Telephone Interview) – is a telephone surveying technique in which the interviewer follows a script provided by a software application.

CAWI (Computer-Assisted Web Interview) – is an Internet surveying technique in which the interviewer follows a script provided on a website.

Collector – collectors are responsible for response collection. They allow you to collect the data by different channels at the same time, or repeat survey collection for another period of time.

Contacts – list of survey respondents. It is used when you create surveys with response tracking.

Customer Experience (CxP) – a sum of all experiences customers have with a company over the duration of their relationship with the company. From awareness, discovery, attraction, interaction, purchase, use, cultivation, and advocacy.

Customer journey – journey a customer needs to take in order to buy a product and then use it.

CEM (Customer Experience Management)

E

ESOMAR (The European Society for Opinion and Market Research) – is an essential organization (founded in 1948) for encouraging, advancing, and elevating market research worldwide.

EFM (Enterprise Feedback Management) – is a system of processes and software that enables organizations to centrally manage the deployment of surveys.

F

FERPA (Family Educational Rights and Privacy Act)

I

Impression – is a measure of the number of times a survey has been displayed, whether it has been completed or not.

Intercept surveys – surveys used directly on web services or mobile apps to collect customer feedback, measure satisfaction or NPS.

M

Mystery shopping (Mystery consumer) – a tool used by market research companies, watchdog organizations, or internally by companies themselves to measure the quality of service, compliance with regulations, or to gather specific information about products and services.

mypanellab.com – online survey panel, created and managed by 7Points.

N

Net Promoter Score (NPS) – a management tool that can gauge customer loyalty. It serves as an alternative to traditional customer satisfaction research.

O

ODBC (Open Database Connectivity)

P

PAPI (Paper and Pencil Interview) – is a personal surveying technique in which the interviewer uses a paper survey and pencil to mark responses.

Population (Statistical population) – is a set of entities concerning which statistical inferences are to be drawn, often based on a random sample taken from the population.

PSPP – is a free, open-source alternative to the proprietary statistics package SPSS.

R

Random sample (Sample) – In statistics, a random sample is a subject chosen from a population for investigation.

S

Skins (Survey skins) – color survey templates. With skins, you can change your survey appearance.

SPSS (originally, Statistical Package for the Social Sciences) – statistical software, its first version was released in 1968.

Secure Sockets Layer (SSL) – cryptographic protocols that provide communication security over the Internet.

T

Touch-point – all points of contact of a customer with a particular company, they can include a website, Facebook pages, telesales, point of sale, customer care, user manuals, invoices, and many others.

V

Voice of the Customer (VOC) – a process of capturing a customer’s expectations, preferences, and aversions.

Voice of the Customer through Employee (VOCE) – a process of capturing a customer’s expectations, preferences, and aversions by interviewing customer care staff.

Voice of the Employee (VOE) – a process of capturing an employee’s expectations, preferences, and aversions.

W

WATI (Web-Assisted Telephone Interviewing)