We understand that your first steps on the Skeepers Feedback Management platform may sometimes be challenging. Occasionally, there may be terms we use on the platform that you're not yet familiar with. In fact, you may already use them daily under different names.
To help you easily navigate all the features, this article gathers the definitions of key concepts and technical terms used on the platform. Whether you're a beginner or an experienced user, this glossary offers a clear understanding of the essential components of the solution.
This glossary is your go-to reference guide for making the most out of the platform. Consider consulting it regularly—it is updated in line with platform changes and enhancements.
Account
A Skeepers Feedback Management account refers to the space dedicated to your organization on the Feedback Management platform. There are three types of accounts:
| Account Type | Definition |
|---|---|
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A typical account dedicated to a company/entity, with no interaction with other Skeepers Feedback Management accounts. |
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A "super account" overseeing multiple child accounts. Often used by international groups to access content from their entities. |
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A standard account linked to a parent account. |
A user is an individual access to your organization’s Skeepers account on the Feedback Management platform. You can assign different roles and access rights to each user.
A recipient has limited access to specific shared elements. These shared elements (such as dashboards) are made accessible by a user or administrator. Technically, a recipient is a user with highly restricted rights—limited to read-only access, without the ability to make changes.
An administrator (also referred to as the account operations manager) is a “super user” with admin-level access to your organization’s Skeepers account on the Feedback Management platform. This person is usually designated at the beginning of the partnership with Skeepers. They are responsible for creating and managing Feedback Management user access within your organization’s account. They have access to the following right:
A user or recipient right is an authorization or privilege granted to a user. Depending on whether a feature is checked or unchecked, the user will or will not have access to it. Only administrators can manage user rights.
An account permission is an authorization assigned to your organization’s specific Skeepers account. Permissions are only managed by the Skeepers Feedback Management teams (Support or Professional Services, depending on your subscription).
A product pack is a consumable purchased from Skeepers for use with your organization’s Feedback Management account. Each product pack (feedback, email, SMS, verbatim) comes with a defined volume and a specific validity period.
A label allows you to tag an item in your account using one or more keywords. Labels help you organize and filter various lists on the platform (by creator name, role, department, etc.).
Labels are available to categorize campaigns, deployments, raw data, indicators, alerts, reports, and dashboards. While we recommend defining a labeling structure for your account from the start, labels are retroactive: you can add or modify them at any time ( Learn more about labels ).
A variable is a personalization element that you can use across various features of the platform. Variables can be added to questions, survey actions, email and SMS templates, mappings, and exported file names.
They are automatically filled in with the correct value if they are properly configured and the data is available ( Learn more about variables ).
A property is a metadata field that can be attached to users, recipients, campaigns, deployments, segments, or contacts. It acts as a meta-tag for grouping multiple elements globally.
Properties are commonly named using business terminology. They help you share, filter, and control access to your data—especially when sharing dashboards ( Learn more about properties ).
Tracking
Tracking refers to the elements that allow you to monitor and record information about users or respondents in the context of a campaign. It enables you to contextualize responses and understand who responded and under what circumstances, using attributes and segments.
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An attribute allows you to automatically associate contextual data with each response when deploying a survey. It also enables you to better leverage the responses in your daily tools (CRM, DMP, email database).
An attribute could be: your client's first name, client ID, age, subscription type, etc. (Learn more about attributes).
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An attribute code links the value of an attribute collected in the Skeepers Feedback Management platform to your internal tools such as your own email platform.
Once configured, an attribute code is not retroactive. This means older data won’t be updated. You can click "Use the code" when generating a tracked URL or when creating tracked HTML code (Learn more about attribute codes).
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A linked attribute is a "Value list" type attribute that automatically groups dependent data based on a reference value. Linked attributes, once updated, will be instantly reflected across all feedback where the pivot attribute is collected. However, the collected attribute value itself remains tied to the specific response unless modified.
For example, if your main attribute is "store", you may have linked attributes like "brand", "region", "regional manager", etc. This helps to group evolving information and simplify data analysis (Learn more about linked attributes).
A segment is a system element that allows you to associate attributes with a campaign before launching it. It helps contextualize responses and define a respondent group to personalize your survey and collect specific data (Learn more about segments).
For the segment to be effective, it must be created at the same time as the attributes you intend to use. Without a segment, responses will not contain contextual information, which limits analysis capabilities.
Account Data refers to a feature that secures and simplifies the management of respondent information.
It centralizes data available at the account level so it can be reused across campaigns without needing to re-enter or re-import it. It also prevents respondent attributes from appearing in the URL, though this requires Skeepers’ intervention and should be discussed beforehand with your CSM or the Professional Services team (Learn more about Account Data).
Campaigns
A campaign refers to a survey, form, survey or poll within the platform, along with its associated elements such as segments, attributes, scenarios, post-response actions, and deployment channels (Learn more about campaigns).
A survey element refers to any component you add to your survey to collect data. This may include open-ended, closed-ended, multiple choice questions, rating scales like NPS (Net Promoter Score), etc.
A button allows navigation from one page of the survey to the next. Only buttons of the type “Validate and…” record the respondent’s answers to the questions on the page (Learn more about buttons).
A scenario allows you to tailor the flow of a survey based on the profile of the respondents. This controls the order of questions and the display of pages based on preconfigured criteria such as answers, attributes, or other specificities (Learn more about scenarios).
A post-response action allows you to automatically trigger events after the survey flow, such as CRM enrichment, client or internal notification, redirection, etc. (Learn more about post-response actions).
A display condition determines whether or not certain questions or elements are shown, based on one or more predefined conditions (attribute, previous answer, etc.) (Learn more about display conditions).
This is an invisible reference for respondents, used to facilitate data analysis (reference, professional term, acronym, etc.). It allows you to assign a business-specific identifier to a question. Internal values can be filled in after collecting responses, but we recommend defining them while creating answer choices or checkboxes. They can be sent to third-party systems (e.g., CRM) or used in indicator creation.
A feedback is recorded when a respondent validates the first page of a survey. One unique feedback is counted once the respondent clicks the first validation button on an active survey. Responses collected in “test” mode are not counted.
A label allows grouping similar questions from different campaigns to obtain consolidated statistics (e.g., NPS, verbatim, satisfaction labels). Labels are retroactive and allow data cross-analysis across different segments and multiple campaigns for a consolidated view of the indicator (Learn more about labels).
To apply the same label to several questions, they must belong to the same element type (rating scale, text field, etc.).
A flag is used to identify specific customer behaviors and profiles, as well as response trends. Flags allow detection of respondent types (detractor, satisfied, loyal customer, online user, etc.) based on their answers (Learn more about flags).
Flags are not retroactive and must be planned and configured before the survey is deployed.
A weight allows you to assign different levels of importance to each response. For example, a higher weight can be given to a response considered more important or correct.
When your customers respond to the survey, weights are used to calculate a final score based on the sum or average of the responses. This score is automatically generated according to the weights you have defined. Weights are typically used in “Contest” type campaigns (Learn more about weights).
A category is used to group different answer options in order to assign a profile to your respondent. A category can be used to classify respondents into different profiles (e.g., Profile A, B or C) based on the most or least selected category. This is especially useful in marketing quizzes to determine the respondent's type (e.g., what kind of CRM Manager they are). Categories can also help enrich marketing personas and structure questions/pages during the creation of statistical flags (Learn more about categories).
Deployments
- A deployment refers to a method used to deploy a survey to targeted individuals in order to collect their feedback (email, SMS, website, etc.). The same campaign can combine multiple deployment types simultaneously to reach the audience (Learn more about deployments ).
- A solicitation refers to an action aimed at exposing a user to a survey. For example, it can refer to displaying an embedded survey on a website (pop-in, button, bar, or pop-under), or an email containing the link to your survey.
URL deployment is a method that allows you to share your campaign via a URL link. This deployment type can be anonymous (no attribute is attached to the feedback) or personalized using the URL generator to attach attributes to the feedback. (Learn how to create a URL deployment)
Email deployment via Skeepers allows you to send your surveys by email directly from the Feedback Management platform to your contacts. With customizable templates, you can embed the first question of your survey directly into the email body to encourage participation. Each send—whether delivered or failed—is tracked and deducted from your credits.
This deployment requires assistance from the Skeepers team, and a credits pack must be purchased to use this feature.
Email deployment via an external service allows you to send your surveys through your own email marketing tool (Salesforce, Adobe Campaign, Hubspot, Mailchimp, etc.).
SMS deployment via Skeepers allows you to send your surveys via SMS (through a link) from the Feedback Management platform to your contacts. Each send—whether delivered or failed—is tracked and deducted from your credits.
This deployment requires assistance from the Skeepers team, and a credits pack must be purchased to use this feature.
SMS deployment via an external service allows you to send your surveys via SMS (through a link) from your own SMS tool.
QR code deployment allows you to share a survey via a QR code that users can scan with their smartphones. The QR code redirects to a URL leading to the survey. QR codes are customizable. It is not possible to attach attributes with this deployment type.
Button deployment allows you to share a survey via a clickable button embedded directly into your website. This button is fully customizable.
Send a survey directly through a mobile app. If the app is native and does not interact with a web page, a specific integration is required.
The SDK can be used freely; however, no technical support is provided by the Skeepers team.
Website deployment allows you to display surveys directly on your site at the most relevant time for your visitors. With a fully configurable set of trigger rules, you can precisely target when and to whom the survey is shown. The display format is fully customizable. (Learn more about creating a website deployment).
- A trigger condition is a specific criterion that must be met to trigger an event (such as displaying the survey on a website). It may be based on a date, platform, predefined value or event, etc.
- A trigger tag is a script (JavaScript) to be embedded in a website or tag manager. It enables survey display when the defined criteria are met (Learn more about trigger tag integration).
- A domain is a unique address used to identify a website on the internet. It consists of the domain name and its extension (".com", ".fr", etc.). (Learn more about domains).
- A SPA (Single Page Application) is a website where content updates dynamically without full page reload. Unlike an MPA (Multi-Page Application), a SPA requires specific handling to ensure proper survey display.
- A Console is a web browser tool that allows you to test scripts, display errors, and monitor data collection.
- A command is an instruction entered in the Console to interact with the webpage in real time (e.g., debugging, inspecting an element, testing a script).
Third-party review deployment is specific to Google review imports. Please refer to this article.
Collect responses to your survey via your social networks (Learn more about Facebook deployment )
This is an old type of deployment that is no longer supported. It allowed feedback collection in locations without internet connection.
A URL path is the part of the URL located after the domain name. It indicates the location of a specific page within the website. It excludes parameters and anchors that follow it.
An IFrame (Inline Frame) allows you to embed a URL directly into a website using the HTML element <iframe>. This means the content is displayed on your site without altering your page’s code. The iframe itself handles the loading and interactions.
Skeepers does not support technical issues that may arise from this configuration since the integration is not handled by the platform.
CSS (Cascading Style Sheets) allows you to customize the visual appearance of a survey: colors, fonts, alignment, etc. Conflicts may occur with the website’s HTML structure, leading to unexpected display issues (Learn more about advanced customization with CSS).
Our team does not write or implement CSS code for you. However, we are available to advise you on best practices.
An email refers to either an initial send or a reminder email sent via the Skeepers platform. Whether delivered or failed, each email is deducted from your credits. The email sending service integrated by Skeepers is MailJet.
Post-Feedback action emails are deducted from your credits. However, dashboard sharing by email does not use a template and does not impact your credits.
An SMS refers to either an initial send or a reminder SMS sent via the Skeepers platform. Whether delivered or failed, each SMS is deducted from your credits. The SMS sending service integrated by Skeepers is MTarget.
The Email and SMS delivery stats via Skeepers are:
| Status | Definition |
|---|---|
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Total number of emails/SMS sent (by default, reminders are included). |
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Failed deliveries (invalid address or phone number, spam, unsubscribe, domain rejection). |
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Email/SMS delivered to the recipient. |
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Email/SMS currently being sent. |
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Email/SMS opened by the recipient. |
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Link to the survey clicked in the email or SMS (= visit). |
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Response collected from this delivery or reminder. |
Design
Standard layout for survey, using a linear structure where questions are displayed sequentially.
Interactive approach where questions are presented as a conversation, often with animations or guided responses to enhance engagement.
Predefined set of visual and aesthetic configurations that can be applied to your deliveries. It allows you to standardize the appearance of surveys or visual elements associated with a campaign, while offering customization options to reflect your brand identity (Learn more about designs).
A custom design refers to an individual customization of a delivery or survey design. This allows you to tailor the visual appearance to better reflect your brand universe or specific aesthetic preferences for a campaign.
A set of visual styles (colors, fonts, etc.) applied to a survey to ensure visual consistency.
Skeepers offers 6 classic themes (Simple, Sagena, Egynn, November, Horizon and Avis Vérifiés) as well as a conversational theme (Talky). These themes can also be used for conversational-format surveys (Learn more about themes).
A set of custom colors that can be applied to surveys to align their appearance with your brand guidelines. Color palettes are mainly used for visual elements in rating questions such as NPS, CSAT, smileys, stars and custom icons.
The icon gallery is a tool that allows customization of rating scales, NPS, and CSAT in surveys by using custom or standard icons (such as stars, smileys or numbers).
A small graphic icon displayed in the browser tab or bookmarks, used to visually identify your survey or website.
Use of CSS code to deeply customize the appearance of surveys or web deliveries, allowing precise control over visual elements.
Our team does not write or implement CSS code for you. However, we are available to advise you on best practices.
Analysis
Email sent containing a survey or display of an integrated survey on a website (pop-in, button, bar, or pop-under) – available in a URL deployment when solicitation data is imported.
Survey opened or interaction with a web deployment (pop-in/button/bar/pop-under – click on the element).
Page submitted within a survey.
Number of feedbacks collected in relation to the number of visits.
Connectors and Integrations
Storage space accessible via the FTP protocol, used to transfer files between the Skeepers platform and other systems (Learn more about FTP repository).
Third-party application integrated with the Skeepers platform to exchange data or automate processes.
Interface that allows developers to interact with the Skeepers platform to automate tasks or retrieve data (More about the Skeepers API).
Mechanism that allows the Skeepers platform to send real-time notifications to a specified URL when an event occurs (Learn more about Webhooks)
Configuration that links data fields from the Skeepers platform to corresponding fields in an external system.
Data structure defined within the Skeepers platform to organize information, such as contacts or campaigns.
Data field from an external system, integrated into the Skeepers platform via a connector or an API.
Inconsistency or misconfiguration in linking data fields between the Skeepers platform and an external system.
Contacts
Person or entity registered in the Skeepers platform, used for deployments or analysis.
Specific information associated with a contact, such as a name, email address, or phone number.
Group of contacts selected to receive a deployment, such as an email or SMS (Learn more about mailing lists)
Explicit consent from a contact to receive communications, such as surveys or notifications.
A contact's request to stop receiving communications from the Skeepers platform.
Semantic Analysis
Raw comment or text response collected directly from survey participants. Verbatims are open-ended answers where respondents can express their opinions, feelings, and experiences in their own words. They can be displayed in word clouds, tagging plans, or raw data visualizations (More information about verbatims here).
Feature used to understand and interpret the meaning of words and texts in a given context. More advanced than verbatim analysis, it aims to identify meanings and relationships between terms to extract deeper insights from the content (Learn more about semantic analysis).
Feature used to examine, understand, and extract insights from textual responses collected in surveys. This method helps interpret the opinions, emotions, and suggestions expressed directly by respondents (Learn more about verbatim analysis).
Feature available to all users that allows personal data entered by a respondent in the text field of a survey to be hidden (Learn more about verbatim masking).
Organized structure used to group, classify, and analyze verbatims according to predefined criteria such as specific themes or concepts. It helps structure data to identify trends and statistical insights from collected information (More about tagging plans here).
Visual representation of the most frequently used words in response to an open-ended question. Words appear in varying sizes based on frequency — the more frequent a word is, the larger it appears in the cloud (More about word clouds here).
Consumer response
This refers to the process of monitoring and responding to feedback or comments left by customers on the Skeepers platform.
Closed loop
Closed loop is a method for closing the feedback loop by taking concrete actions based on customer responses to improve the user experience or resolve reported issues (Learn more about Closed loop)
Set of defined steps to address a specific feedback or a trend identified through analysis.
Specific task carried out as part of an action plan to handle feedback or improve a process.