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Understanding Service Terms such as Feedback Survey, NPS, CSAT and Knowledge Base

We put together some key service definitions to help you understand and make the most of your HubSpot portal.

Service Terms

Feedback Survey: Make it easy for customers to share their feedback by creating surveys that you can share with them through chat, email, or any other communication channel. Draw insights from your survey results to improve your products and create a better customer experience. You’ll never have to guess whether customers are happy, struggling, or why they might leave. 

NPS: Stands for Net Promoter Score. It's a customer satisfaction benchmark that measures how likely your customers are to recommend your business to a friend.

CSAT: A Customer Satisfaction (CSAT) score tells you how satisfied a customer is with a product, service, or experience. It measures how a customer feels about a brand interaction. 

Knowledge Base: A knowledge base is a library of information about your product or service. It helps customers find answers to solve problems on their own and if you do it right, a good knowledge base can scale out your customer support program while improving the overall customer experience. 


Looking for more HubSpot terms? Check out our glossary to get a better understanding of your HubSpot portal.