The language of customer experience.
The terms you’ll come across when measuring your customer experience, explained simply.
All feedback customers express about their experience: reviews, surveys, calls, messages, mentions. A VOC platform collects, structures, and analyzes it.
The overall perception a customer has of a brand across every touchpoint: store, app, website, customer service.
The combination of Voice of Customer and data intelligence: connecting each customer signal to its context to explain and predict, not just observe.
Recommendation metric: percentage of promoters minus percentage of detractors, on a scale from 0 to 10.
Customer Satisfaction Score: satisfaction measured right after an interaction, often on a scale of 1 to 5.
Customer Effort Score: the effort a customer had to make to get what they wanted.
Replying to the customer who spoke up, fixing the issue, and proving the action happened. That’s what turns feedback into loyalty.
An evaluator who goes through the experience like a regular customer and scores it against an audit grid. At JABB, these are qualified Jabbers from JABB CX.
Monitoring reviews, social media, forums, and press to measure reputation and detect crises. At JABB: Sonar.
The unified representation of a customer and their context: every review, visit, call, and mention linked to the same customer, the same site, and the same moment.
A single JABB VOC metric that summarizes the experience of a site, region, or network over time.
JABB’s verification protocol: GPS, sealed timestamp, photo proof, and AI quality score on every submission.
JABB’s reward currency, earned for every validated review and redeemed for coupons at partner merchants.
A member of the JABB community who shares their experience and, for the more experienced, completes audit missions.
The automatic analysis of images and videos. At JABB (Keeps), it detects behaviors and objects, never faces.
An open protocol that lets AI agents like Claude, ChatGPT or Cursor use external tools. JABB’s MCP server exposes your CX data to these agents.
Moroccan dialectal Arabic, widely used in speech and online. JABB’s AI engines understand it, including when written in Latin characters.
The rate of customers or subscribers who stop buying or cancel over a given period.