Glossary

The vocabulary of operational intelligence.

Plain-language definitions for the people who run operations, not just the people who measure them.

C

The practice of acting on customer feedback and following back with the customer to confirm the issue was resolved.

A loyalty metric that measures how easy it was for a customer to accomplish what they wanted. Strong predictor of repurchase and churn.

Customer Satisfaction

A transactional metric measuring how satisfied a customer is with a specific interaction, product, or service. Usually a 1–5 or 1–10 scale.

H

Hidden Revenue

Revenue that already exists in your operations but is currently lost to operational blind spots: preventable churn, missed upsell, friction-driven attrition.

M

Multi-source Data Ingestion

The capability to ingest customer voice, team activity, and business data from every operational source into one analyzable layer.

N

Net Promoter Score

A loyalty metric calculated as percent of promoters minus percent of detractors, on a scale of −100 to 100. Widely used; often misused.

O

Operational Blind Spot

An area of your operations where data exists but is invisible to the people who can act on it, usually because of fragmented systems or aggregate reporting.

Operational Hierarchy

The product/location/service tree that describes how an enterprise actually operates, and the level at which most operational intelligence becomes actionable.

Operational Intelligence

The discipline of connecting customer voice, team activity, and business data to surface what drives performance across products, locations, and services.

S

Sentiment Analysis

The classification of unstructured text (reviews, calls, social posts) into positive, negative, or neutral signals at scale.

Survey Fatigue

The decline in customer response rates and quality caused by over-surveying, the predictable failure mode of survey-only feedback programs.

T

Theme Extraction

The automated identification of recurring topics and concerns inside unstructured text: the 'what' people are talking about, not just whether they're happy.

U

Unstructured Data

Information that doesn't fit into rows and columns (open-text, audio, images, video) and that holds most of what customers actually say.

V

Verbatim Analysis

The systematic review of customers' exact words across feedback channels to understand operational reality at the level operators can act on.

Voice of Customer

The systematic capture and analysis of what customers say across every channel (surveys, calls, reviews, social, service notes) to inform operations.