This glossary contains a list of terms and definitions you may come across as you interact with various Usabilla products.
Active feedback concerns campaigns, that can be setup to target specific visitors on specific actions in order to collect feedback on certain topics.
A standard or average against which things can be compared
Boost Live Feedback Survey
Draw User’s attention to submit feedback via the feedback button with a small slide out survey asking to leave passive feedback about the website.
Campaigns are surveys that collect “active feedback” by targeting a specific audience through certain behaviors, events, or specific pages.
Define when your campaign will be shown.
CES (Customer Effort Score)
Metric that measures customer satisfaction with the idea of creating loyal customers by reducing customer effort. An example could be, "How much do you agree with the following statement on a 1-5 scale?: The company made it easy for me to handle my issue.”
These forms contain questions that dynamically change based on the subject of the feedback. The Feedback Button’s default form has a drop down for User’s to select the subject, such as bug, compliment, or suggestion.
You can control the visibility of certain elements based on answers to the previous questions. (If answer is X, show element Y.)
CSAT (Customer Satisfaction Score)
CSAT measures how products and services provided by a company meet or exceed a customer’s expectations and how satisfied they are in general with a product or a service.
Custom Third Option
When setting up the feedback form for the feedback button one can select to ask for specific or generic feedback. A custom third option can be added when noticing that the feedback button is used to leave feedback about things that do not concern the website, but e.g. rather feedback about customer service. With the third option you can add a link to the customer service contact page to keep receiving relevant feedback about the website through the feedback button.
The key metric offered by Usabilla. It is the first default element in your feedback forms that collects the general mood of the respondent.
A survey that gets triggered when the visitor of a website leaves the browser window. Useful when wanting to find out why the visitor would leave the website (e.g. while purchasing something).
Full Screen Survey
A full screen survey is rather intrusive as the survey will pop up in front of the page. That way you can encourage the user more to participate in the survey. It is used for longer surveys and e.g. exit surveys, newsletter sign ups, etc.
The General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) is a regulation by which the European Parliament, the Council of the European Union, and the European Commission, intend to strengthen and unify data protection for all individuals within the European Union (EU).
In the feedback form you can ask for generic feedback meaning the feedback will be about the whole page instead of a specific part of the website. A screenshot of the whole page can be generated and saved with the feedback item to replicate the way the user has been through on that page.
Goal Completion Rate (GCR)
The Goal Completion Rate (GCR) metric measures the number of people that complete a specific goal, such as signing up for a trial or subscribing to a mailing list. (Goal Completion Rate= # of Web Visitors / # of Goals Completed)
In-Page is part of Usabilla for Websites. It lets you create a widget which can be embedded in your website. You can, therefore, run surveys that seem to be integrated seamlessly into the web page.
Define if or when the User should jump to another page based on the answers submitted on the current page. (If answer is X, jump to page Y, otherwise jump to the last page)
Summary of feedback items showing common trends, anomalies, and areas that need attention. In order to provide meaningful data, Key Insights will appear wit a minimum of 100 feedback items per month.
Labels help you organize the feedback items into meaningful categories. Feedback items can also be assigned to other relevant team members based on the label they are tagged with. You can also create labels manually or automatically.
NPS (Net Promoter Score)
Net Promoter Score is a number used to measure the loyalty of your users by asking how likely they are to recommend your business to someone. The score range typically runs from 0-10 whereby 0-6 are detractors, 7 & 8 are passives and 9 & 10 are promoters.
Passive feedback concerns the feedback button that you can place on the side of your website. It is considered “passive” because the website visitor has to take initiative to click on the website and provide feedback. This is used to collect feedback about the website itself & lets you take regional or full screenshots.
Our Public API is a RESTful API which allows customer to obtain their data directly using a script or a program that's running on their end. Please visit developers.usabilla.com for more information and documentation.
Recruit Participants Survey
This type of survey lets you redirect your users to an external questionnaire. It can be used find out more about your users.
Save Form Values
Save the values of form elements that are submitted into form fields when feedback is left. Password fields are never stored.
You can set up saved searches to save filters, retrieve it automatically, and receive the feedback relevant to you via email.
With Usabilla for Website you can collect visual feedback/ screenshots to reproduce what the user giving feedback saw. You can ask to leave feedback on a specific part of the website or on the whole website.
A Software Development Kit (SDK) a set of tools that enables developers to implement the Usabilla solution in an application (Usabilla for Apps).
Slide Out Survey
Survey that slides out subtly from the side on a page. It does not interrupt the user too much from his action. Good to use when wanting to collect feedback about new features on a website, to ask ad hoc questions, short questionnaires, ask about the reason for visit, etc.
In the feedback form of the feedback button one can ask to collect feedback about specific parts of the website meaning that the user can click on one part of the website of which a screenshot is taken and left with the feedback item. Example: the button to make a reservation on a restaurant website does not work; with the specific feedback option the user can select that button and leave feedback informing that the button does not work.
A Theme is a design that can be selected as standard design for feedback forms and campaigns to adjust these to your own website design/ corporate identity.
Translate text to…
Set up automatic translation of feedback comments to a certain language.
URL vs Path
URL is the whole web address of a website consisting of several parts. A path will usually refer to a file or folder (directory) on the web server (for example, /folder/file.html).
Usabilla for Apps
Usabilla for Apps allows you to capture feedback from within your native iOS and Android apps. Collect passive feedback by users trigger forms when they run into something they’d like to share with you. Collect active feedback by asking specific questions to your user at a moment where they are least biased. You can use this functionality if you - for instance - want to measure an NPS, find out how satisfied users are or to validate a business assumption with your users.
Usabilla for Email
Usabilla for Email lets you create a widget that can be placed in your email templates to collect feedback about the content of your emails, service of different employees, and to redirect to more extensive surveys.
Usabilla for Websites
Usabilla for Websites focuses on collecting feedback on and about your website in a smart way. It consists of several parts (active feedback, passive feedback and InPage).
Define to which specific visitors (who) your campaign will be shown.
A User’s visible area of a web page. It varies with device (smaller on a mobile phone than on a computer screen).