Glossary: 196 terms

Sample

Given the huge cost needed to address all the target audience while doing research, the sample will represent a smaller number of customers who are statistically representative of the main mass and whose characteristics approximate …

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Script

These are pre-prepared sample texts that include the information that the customer representatives should provide during the interview and the steps of the processes. Although these texts are very effective especially in new processes and …

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Second Level

These are the units where customer needs are communicated when it cannot be solved at the first contact. For example, the first level gets customer calls, the customer representative sees that the customer’s invoice should …

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Sense

The path to people’s emotions passes through 5 senses Seeing, smelling, hearing, tasting and touching. When designing customer journey maps, emotions should also be considered at every journey steps. Companies then use the senses to …

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Sentiment Analysis

Sentiment analysis is the determination of whether a text is positive, negative, or neutral. It is mainly used to classify feedback from customers. With this analysis, the dominant sentiment is revealed from the feedback and …

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Service

A service is a transaction in which no physical goods are transferred from the seller to the buyer, the seller produces and sells a benefit to the buyer. For example, paying a taxi fare for …

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Service Design

Abbreviation: SD It refers to the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its …

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Service Level

Abbreviation: SL Service level measures the performance of a system or process. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. For example, the rate of …

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Service Recovery

Service recovery is the effort that companies put forth to satisfy customers by compensating for poor experiences they’ve had with the company, its employees, or its products or services. Customers who have experienced service or …

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Share of Wallet

Abbreviation: SOW It is a metric which shows the share that customers allocate to companies while purchasing a particular product or service. For example, let’s assume that a customer who constantly purchases coffee from coffee …

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