Feedback glossary
Short definitions of the vocabulary our own writing uses: what a feedback widget collects, what annotation adds to a bug report, how triage and content gaps turn a stream of comments into a queue of fixes, and which satisfaction metric belongs on a documentation page. For longer arguments, see the blog.
Content gap
A content gap is a question your users need answered that your site does not answer, surfaced by the feedback, searches, and support tickets that keep asking for it.
Feedback loop
A feedback loop is closed when the input a user sent leads to a visible change and that user finds out about it.
Feedback triage
Feedback triage is the recurring process of reading incoming feedback, discarding the noise, and routing what remains to the person or backlog that can act on it.
Feedback widget
A feedback widget is a small component embedded on a website that lets a visitor rate or comment on the page they are reading without leaving it.
NPS, CSAT, and CES
NPS, CSAT, and CES are three standard satisfaction metrics: NPS measures how likely someone is to recommend you, CSAT measures how satisfied they were with one interaction, and CES measures how much effort that interaction cost them.
Screenshot annotation
Screenshot annotation is the step where a reporter draws on a captured image of the page, with an arrow, box, or highlight, to mark exactly what they are talking about.
Ticket deflection
Ticket deflection is the practice of answering a user question through the site itself, so the question never becomes a support ticket.
Visual feedback
Visual feedback is feedback that arrives with an annotated screenshot of the page attached, so the report shows the problem instead of describing it.