Glossary

Plain-English definitions of the terms you will meet most often.

• POS (Point-of-Sale): Feedback captured right after checkout — your “how was the store?” signal.
• FF (Fulfillment): Feedback captured after delivery — your “did we deliver?” signal.
• Site Abandonment: A pre-purchase survey shown to visitors leaving without buying.
• KPI: A key performance indicator — here, your core 1–10 scores.
• NPS: Net Promoter Score, calculated from Likelihood to Recommend; a standard advocacy measure.
• Detractor / Passive: Lower-scoring (detractors) and lukewarm (passives) customers on the recommend question.
• Tone: Whether a comment is Positive, Negative, Mixed, or Neutral.
• Topic: The subject a customer tagged their comment with (e.g., Checkout, Shipping).
• Benchmark: A comparison group — Network, Category, or a Custom peer set — for judging your score.
• Circle of Excellence: Recognition for top performers across the network; a best-in-class target.
• Sample size (n): How many responses are behind a number. More responses, more reliable.
• STFF: Straight-to-Fulfillment — invites buyers who skipped POS to complete the delivery survey.
• Insights AI: The AI summary beta feature in VitalSigns that surfaces themes, strengths, and opportunities from your comments.