CustomerGauge Reviews

The platform and mission of customergauge is what stood out to me the most! Leveraging the industry since 2007 is amazing. I think their one of the pioneers in the space and cannot wait to see what how they end 2024.

The only thing I could pinpoint is I wish it was more information about diversity.

It's helping tracking real time data that makes it easier to do my everyday task more efficiently.

How easy it is to use the available tools + how helpful is the team overall.

The lack of flexibility to freely use other metrics then NPS and the somewhat cumbersome user management.

Providing feedback on the main areas of improvements for the Partners of JET.

Integration of NPS and client date with the business value they generate

The product is fully features and there are not features that I dislike about it.

Making the leap from survey data collection and analysis to identifying opportunities to improve the business and then linking those opportunities to the business value generated from changes.

We have been on quite a journey with CustomerGauge since relaunching our business in October 2020. As a Customer Experience team, we have regular meetings with their Customer Success Manager, which enables us to get the most out of the software. Being introduced to new widgets and ways of increasing customer engagement has been beneficial. We have also provided feedback to our CustomerGauge account team on ways in which their software can help us in the future; many of these innovations have already come to life.

Honestly, the platform is something that we find helpful but visually basic in its sense of how appealing it is when it comes to reporting and sharing with others. The need to be able to manipulate specific reports is limited.

Changing the domain email address has certainly increased responses, along with adding a survey link to our engineer job sheets upon repairs being completed. A standout initiative was using the platform to send out quarterly updates to our responders and none responders; this certainly captured their attention leading to further engagement.

Excellent working relationship with Customer Gauge - always so helpful and significant updates on monthly call

NOTHING!!! All is amazing with customer gauge

Nothing is a problem, and if we have any issues, these are worked on quickly by the support team.

I enjoy the ability to be able to mark an NPS score in someone else name (aka, distributing to the correct CSM, or bringing an additional person in to support the client) and the ability to mark a case as closed so you can easily monitor where you efforts need to lie when following up in during an NPS ask.

Reporting was also very good via CustomerGuage, though it takes a while to set up the rules behind a sentiment report it was a very powerful tool for quickly analysing any themes and patterns found within the data collected from a client NPS ask. The report were something I could pull together quickly to present to senior members of staff.

I would like email reminders to be a thing when you put a follow up in someone's name. To expland, if a case remained open for a long period with no action, rather than me following the case up by running a report and checking on the status of the case, I'd prefer the CSM got an automated nudge.

We are getting great support developing the programme

I cannot really think of any downsides working with CustomerGauge.

Keep it simple. Stick to the Net Promoter System. Fewer questions helps increasing the response rate. Try to involve as many people within the organisation as possible. Don't "just" make it a Customer Service project

We have made adjustments to our surveys which has helped us to improve our response rate.

The implementation, the interface and ability to get real time information. Also the customer support is excellent!

Have not discovered any dislike's of the platform or the Company.

We had tried two previous attempts to get realtime customer information and finally we have a tool that provides what we need. We have three segments of customers and each have different needs. Having a tool that measures our performance from our customer's view is a requirement to provide superior customer service and to measure ourselves for continuous improvement.

I like the way they handle the NPS driver questions.

I wish they had out of the box reports that I could use as a starting point. It would be nice if they had a preview of report widgets/tiles or a description of what they are used for. I don't like having to add the tile to the report just to see if its what I want.

We wanted better insight from our NPS driver questions. We're getting more valuable responses now.

I really enjoy the analytics and ability to communicate results as they happen to my team.

I wish daily reports were sent out earlier in the day rather than at 9, but that's the only thing.

The system us extremely user-friendly and quite easy to read and understand. Any time I teach a colleague how to use CustomerGauge I only have to show them about 1-3 times before they catch on.

Getting to the root of our internal and external opportunities, the biggest benefit is literally knowing which opportunities we have and which ones to tackle first.