Glossary of Loop Terms

Target Audience: Platform Administrators, Frontline Staff, Location Managers, HR Leads, and Benbria Internal Staff.

Permissions Required: Available to all user roles across the platform. Specific administrative configurations (such as creating Location Types, user permission groups, or auto-tagging rules) require Account Admin privileges.

Loop Experience Platform: Benbria's central, enterprise-grade experience management platform built on a modular architecture ("Unified Engine, Flexible Entry") to capture, engage, analyze, and act on customer and employee feedback across multi-channel touchpoints in real time.

Customer Experience Management (CXM): A solution suite tailored for managing end-to-end customer interactions, real-time feedback collection, operational ticketing, closed-loop service recovery, and experience analytics—licensed primarily by interaction volume.

Employee Experience Management (EXM): A solution focused on capturing internal staff sentiment, eNPS, pulse surveys, shift feedback, and automated HR action plans—licensed by active employee headcount.

Standard Edition: The baseline platform edition designed for simple operations and core feedback collection, featuring Survey Projects and the Unified Inbox.

Professional Edition: The scaling operational edition featuring Survey Projects, Unified Inbox and Ticket Management with multi-module workflows, automated ticketing, and AI-assist features.

Enterprise Edition: The enterprise edition built for complex multi-location and multi-touchpoint operations, featuring Survey Projects, Unified Inbox, Ticket Management and Dashboard Projects with advance AI capabilities, organizational impact features, custom connectors, advanced SLA governance, enterprise-grade security, and a dedicated Customer Success Manager.

Survey Project: Configurable feedback collection forms deployed across online or physical touchpoints (offline) to gather structured customer or employee sentiment and trigger automated operational actions.

Survey Designer: The visual creation tool within a Survey Project used to build custom survey forms, structure logic, define rating scales, customize branding and translate surveys into multiple lanugages.

Survey Distribution: The deployment channels used to present surveys to end-users, including physical kiosk hardware (Loop Blissful, Elegant, Nugget, Walley), QR codes, web chat links, SMS, and automated email invites.

Survey Action: Automated workflow rules triggered by specific survey response thresholds (e.g., a low CSAT rating) to start conversations within the unified inbox, generate tickets, notify team leads via email/SMS, or to close-the-loop in 3rd party platforms.

Action Plan: A plan of action based on a focus area with associated actions, workflow and collaboration features that allow you to turn customer and employee survey insights into structured, trackable improvements across your organization.

Survey Insights: In-depth, question-level analytics and response distributions for individual survey projects. Dashboards are automatically generated within each survey project.

Response Feed: A centralized feed to view all responses submitted and routed to a specific user for all projects and locations. The feed includes search, filtering and export capabilities.

Unified Inbox: The central operational workspace where frontline staff monitor, respond to, escalate, and resolve incoming two-way customer and employee messages across all connected channels.

Messaging Channels: Digital messaging integrations supporting two-way communication across Email, SMS, Web Chat, Mobile App (via Loop SDK), Facebook, X, and WhatsApp.

Escalation: A specific time interval and threshold for a location when a conversation is escalated to another team member. Escalations are used to enforce brand standard.

Reply Template: A Reply Template in the Unified Inbox allows frontline staff and location managers to quickly send standardized, pre-written responses to incoming customer inquiries, feedback, or support messages.

Auto Responder: A Chatbot or AI Agent that automatically interacts with customers or employees in real time. Within the Engage framework, a chatbot handles initial inquiries, gathers submitter contact details, answers common operational questions, or routes active messaging threads to frontline staff in the Unified Inbox to ensure immediate response during their "moment of truth".

Scoreboard Project: Dedicated, full-screen digital signage displays designed for on-site display boards or tablets to stream live operational performance scores, shift targets, and employee recognition metrics to frontline teams.

Dashboard Project: Customizable visual reporting canvases containing multiple panels that aggregate real-time performance data, ticket logs, and CX/EX metrics across multiple survey projects, messaging channels, and locations. A dashboard filter is applied to all panels within the dashboard.

Dashboard Panel: A modular visual card or container positioned within a Dashboard Project canvas. Panels isolate, format, and present specific real-time metrics, operational trends, channel breakdowns, or raw response feeds gathered across survey projects, messaging threads, and ticketing workflows. By arranging multiple panels across a responsive 12-column grid layout, platform administrators and location managers can build customized executive scorecards, operational heat maps, and frontline performance views.

Number Panel: Displays single numerical totals, calculated scores, or counts (e.g., Total Responses Captured, Open Priority Tickets, or First Response Time SLA).

Star Rating Panel: Displays the average calculated score for 5-star scale survey questions across touchpoints.

CSAT Breakdown Panel: Visualizes the Customer Satisfaction score percentage alongside respondent ratio splits across satisfied, neutral, and unsatisfied cohorts.

CES Breakdown Panel: Tracks Customer Effort Score metrics, highlighting the percentage of respondents who experienced low effort.

NPS Breakdown Panel: Displays the Net Promoter Score alongside ratio breakdowns of Promoters (9–10), Passives (7–8), and Detractors (0–6).

Bar Chart Panel: Displays horizontal or vertical bars to compare performance metrics across operational shifts, days of the week, physical sites, or survey question choices.

Pie Chart: Illustrates proportional distributions for single-select survey questions, root-cause ticket categories, regulatory compliance classifications (e.g., F585), or survey channel sources.

Line Graph: Tracks metric fluctuations over time (day-over-day, week-over-week, or month-over-month) against target goals or historical baselines.

Heat Map Panel: Displays a color-coded matrix mapping satisfaction score intensity or response volume across operational hours, shifts, days of the week, or physical site locations.

Topic Analysis Panel: Utilizes natural language processing (NLP) and tag keyword dictionaries to cluster open-ended text feedback into key operational topics (e.g., Cleanliness, Staff Conduct, Food Quality) with positive, neutral, and negative sentiment scoring.

Table Panel: Displays structured, sortable tabular grids comparing aggregated metrics across locations, operational shifts, or survey categories.

Result Table Panel (Live Response Feed): Streams a real-time log of raw survey submissions, individual question answers, submitter comments, and associated ticket IDs for click-through inspection.

Dashboard Subscriptions: An automated distribution feature within Dashboard Projects that automatically generates and emails visual performance reports or data snapshots (in PDF, PNG, JPEG, or CSV formats) to designated stakeholders, executive leadership, or location managers on a recurring cadence (hourly, daily, weekly, or monthly).

Drill Down: An interactive analytical feature that allows users to click directly into visual chart elements (such as chart slices, scorecards, or heat map cells) on a Dashboard Project to open a filtered underlying data drawer. This capability preserves active date and location filter contexts while giving teams immediate visibility into the raw survey responses, customer comments, and open tickets driving that specific score.

Ticket Management: The closed-loop operational module that tracks customer or employee issues from initial submission through investigation, assignment, internal escalation, and final resolution.

Ticket: An actionable record generated that tracks a customer, resident, or employee issue from initial intake through investigation, internal assignment, escalation, and closed-loop resolution. Tickets serve as the operational bridge between feedback gathering (such as low survey scores or incoming messaging complaints) and frontline execution, holding teams accountable to resolution benchmarks and service-level agreements (SLAs).

Ticket Priority: Indicates the operational urgency and severity of the issue, which directly dictates the attached Service-Level Agreement (SLA) response/resolution countdown timer.

Ticket Status: Tracks the sequential lifecycle stage of an issue or grievance from intake to formal closure, ensuring visibility into active workflows.

Root Cause Categories: Standardized taxonomy tags assigned to operational issues or survey low scores (e.g., Cleanliness, Staff Conduct, Food Quality) to isolate recurring operational bottlenecks.

Resolution Codes: Standardized outcome tags assigned to tickets upon closure (e.g., Substantiated - Corrective Action Taken, Retraining Applied, Care Plan Clarified) to guide recovery efforts, evaluate resolution effectiveness, and support compliance reporting.

Service Level Agreements: Service Level Agreement (SLAs) countdown timers attached to operational tickets that track response and resolution times against configured company benchmarks. SLAs include Reminders for reminding users and Escalations for reassignment of tickets.

SLA Reminder: An automated notification alert triggered as an assigned ticket approaches its target Service-Level Agreement (SLA) response or resolution deadline. SLA Reminders notify the assigned frontline staff member, team lead, or department manager via in-platform alerts, SMS, or email, prompting immediate intervention before a service-level breach occurs.

SLA Escalation: An automated governance rule that executes when an active ticket breaches (or fails to be acknowledged within) its assigned Service-Level Agreement (SLA) countdown timer. Upon breach, the platform automatically escalates the ticket by reassigning it to higher-level management (such as Location Managers or Regional Directors), elevating its Priority level, and dispatching urgent notification alerts to ensure immediate recovery.

Channel: The specific medium or transit path used to capture feedback or conduct two-way communications with customers or employees. Supported platform channels include:

Device: The physical computing hardware or display terminal deployed on-site to collect high-volume feedback, run survey applications, or display live scoreboard metrics.

Loop Kiosk Hardware Solutions: Benbria's purpose-built hardware kiosk configurations for in-location feedback collection:

Location: Physical or operational sites configured within the platform (e.g., Downtown Store #102, Dining Hall A) that anchor feedback routing, device configuration, user access, and reporting filters.

Location Type: Structural category definitions (e.g., Region, Property, Department, Unit) used to establish standardized, multi-tiered site hierarchies across physical operations.

Location Group: Aggregated collections of physical Locations grouped logically (e.g., West Region, Airport Terminals) for regional reporting, bulk configuration, and permission management.

Tag: Standardized taxonomy labels (e.g., Cleanliness/Maintenance, Food Quality, Staff Conduct, or CMS-F585) attached to conversations, tickets, or survey submissions to classify operational themes and root causes.

Keyword: Specific words, phrases, or slang expressions (e.g., "dirty", "cold food", "rude", "plumbing leak") configured within a tag's dictionary that trigger automatic label assignment upon message receipt or survey submission.

Auto-Tagging: An automated workflow uses real-time keyword-matching algorithms to analyze unstructured text comments in incoming survey responses or Unified Inbox messages. When matching terms from predefined keyword dictionaries are detected, the system instantly attaches the corresponding taxonomy tags, routes the item to designated operational queues, and can trigger automated service recovery actions.

Project: The primary operational entities in Loop, categorized into Survey Projects (feedback collection), Dashboard Projects (visual reporting) and Scoreboard Projects (frontline signage).

Folder: Organizational containers used within the workspace to group related Survey, Dashboard, and Scoreboard Projects while governing user access rights through role-based permissions.

Contact: The directory module used to track submitter profile metadata, interaction histories, communication preferences, and segment tags (e.g., Resident, Family Member, Staff).

User: Individual account profiles created within Admin / Settings for internal staff, managers, or administrators who log in to operate the platform.

User Role: System governance profiles (e.g., Account Admin, Location Manager, Frontline Staff) assigned to users to define their baseline access scopes across products and settings.

User Permission: Granular administrative rules that dictate what platform actions a user can execute, such as editing surveys, exporting reports, or resolving tickets.

User Group: Logical groupings of user accounts configured to streamline bulk permission assignments, ticket routing, and folder access controls across teams.

Customer Effort Score (CES): An operational metric measuring how easy or difficult it was for a customer or resident to complete a task or resolve an issue, typically scored on a 1-to-5 or 1-to-7 agreement scale.

Customer Satisfaction (CSAT): A touchpoint-specific metric measuring immediate satisfaction with a product, interaction, or service using percentage scales, 5-Star ratings, or Smiley scales.

Employee Net Promoter Score (eNPS): An internal employee retention metric adapted from NPS that measures how likely employees are to recommend their workplace as a good place to work.

Employee Satisfaction (ESAT): An internal satisfaction metric used in Loop EXM to measure staff sentiment across shift handoffs, workplace environment, and management interactions.

Net Promoter Score (NPS): A standardized loyalty metric measuring brand advocacy based on a 0–10 scale question ("How likely are you to recommend us?"). Respondents are categorized into Promoters (9–10), Passives (7–8), and Detractors (0–6).