Loyalty and CX measurement glossary.
The terms you'll find across the site, explained in the context of how SnapRate actually uses them.
- NPS (Net Promoter Score)
- The "how likely are you to recommend us" question turned into a score from -100 to 100, measured by survey.
- CSAT
- How satisfied the customer was with a specific interaction — the star rating from a survey.
- Silent churn
- Customers who stop coming back without ever complaining — most real dissatisfaction never reaches a complaint.
- Loyalty program
- The points, tiers, and rewards system that rewards a customer for buying again.
- Wallet card
- The digital loyalty card that lives in Google Wallet or Apple Wallet — no app, no physical card.
- Tiers
- The loyalty program's levels — each with its own card color and its own perks.
- Loyalty points
- The balance a customer earns by buying, redeemed later for rewards.
- Configurable alerts
- The rules you define so the manager finds out via WhatsApp the moment a response meets a certain condition.
- Satisfaction survey
- The short questionnaire a customer answers — by QR, link, or phone call — right after their experience.
- Self-service modality
- The customer answers the survey on their own, scanning a QR or opening a link — without anyone asking them to.
- Agent-assisted phone modality
- An agent calls the customer and launches the survey with their data already filled in — typical for post-sale follow-up.
- Review redirection
- When the customer's rating clears the threshold you set, the thank-you screen invites them to leave a Google review.
- CX dashboard
- The panel where you see KPIs, trends, and every individual survey response.
- Drill-down
- Clicking a bar or chart on the dashboard to see the individual responses behind it.
- POS/ERP integration
- The connection between your point of sale and the loyalty program, to earn and redeem points right in the transaction.
- Redemption terminal
- The screen your staff uses to look up a customer, add or subtract points, and redeem rewards.
- OCR anti-fraud
- Automatically reading the total on a receipt photo, to flag any deviation on a points transaction.
- Tier discount
- The discount percentage automatically applied when redeeming a reward, based on the customer's tier.
- Points audit trail
- The full log of every points movement — who did it, when, and with what result.
- Customer retention
- The end goal of all of the above: a customer who already bought from you, buying from you again.