Glossary

A website intercept survey is a short questionnaire shown to visitors during their visit, triggered by behavior or page context rather than sent afterwards by email.

A microsurvey is a very short survey, usually one to three questions, embedded in a digital experience and designed to be answered in seconds.

Digital friction is anything in a digital experience that makes a task harder than the user expected, causing hesitation, extra effort, or abandonment.

Zero-party data is information a customer intentionally and proactively shares with a company, such as stated preferences, intent, or context, as opposed to data observed or inferred from their behavior.

Progressive profiling is building a customer profile gradually across visits, asking one or two questions at a time instead of requesting everything in a single form.

Voice of customer (VoC) is the practice of systematically collecting and acting on what customers say about their experience, across surveys, support contacts, reviews, and behavioral signals.