Reference for the feedback loop
Understand the language of better feedback.
Clear definitions for the terms teams use when they collect, interpret, and act on customer experience signals.
Term 01
QR code surveys
Feedback prompts customers can reach by scanning a code in the physical experience.
Read definition →Term 02
Real-time feedback
Feedback collected close to the moment it happens, while the context is still useful.
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CSAT
Customer Satisfaction Score and when it helps a team understand a specific interaction.
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3-click surveys
A deliberately short survey pattern designed to reduce friction for the respondent.
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Smiley face surveys
A visual rating pattern for fast, lightweight experience feedback.
Read definition →Term 06
Feedback loop
The cycle of collecting a signal, understanding it, acting on it, and learning from the result.
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In-moment feedback
Feedback gathered while the customer is still close to the experience.
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Customer experience management
The practices teams use to understand and improve the customer journey.
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Post-purchase surveys
Feedback collected after a transaction or purchase while the interaction is still recent.
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Survey response rates
A measure of how many people respond to a feedback request.
Read definition →Term 11
QR code marketing
Using QR codes to connect physical moments to a digital action.
Read definition →Term 12
Location-based feedback
Feedback tied to the location, touchpoint, or team where the experience happened.
Read definition →Put the definition into practice.
Create one feedback QR and use the moment, signal, and follow-up language with your team.