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CustomerGauge

Customer experience management platform for B2B companies

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CustomerGauge Pricing, Features, Reviews and Alternatives

CustomerGauge product overview

What is CustomerGauge?

CustomerGauge is an end-to-end, fully integrated, feedback and loyalty management platform built on the Net Promoter® System. A "four-in-one" platform, its in-application capabilities include Communications (email), Feedback Collection (surveys), Action (Closing the Loop on Customer Issues), and Analytics. The system's powerful API means it can be integrated with external CRMs such as Salesforce and ecommerce platforms such as Magento.

Key benefits of using CustomerGauge

Communication
As a direct line of contact with customers, email is much more than only surveys. It can be used to send program introductions, reminders to increase response rates, and thank you notes to survey respondents.

Firefighting
The CustomerGauge platform has a specialised Firefighting tool to manage workflow and enable organisations to track and close the loop on issues as they happen.

Analytics
CustomerGauge Reports are comprehensive. Our best-in-class Net Promoter analytics enable users to drill deep into trends and identify the root cause of issues with ease. Reports update in real time.

Using Feedback to Drive Organisational Change
Building on closing the loop on customer issues, and making incremental improvements to products and services, customer feedback can be of enormous benefits to the organisation.

External feedback sharing is an exciting opportunity to create word-of-mouth buzz and drive referrals. Internal feedback sharing presents an exceptional opportunity to align your entire organisation along the voice of the customer.

CustomerGauge tools ensure organisations are able to share feedback with maximum customisation and minimum effort.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Email/Help Desk
Chat
FAQs/Forum
Phone Support

Training options

Webinars
In Person
Videos
Live Online

CustomerGauge features

Functionality

4.6

/5

11
Total Features35 7 categories

Most valued features by users

Reporting/Analytics
API
Activity Dashboard
Surveys & Feedback
Call Reporting
Survey/Poll Management
360 Degree Feedback
Churn Management

Functionality contenders

CustomerGauge users reviews

Overall rating

4.8

/5

11

Positive reviews

100%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.45/10
Rating distribution

5

4

3

2

1

9

2

0

0

0

Pros
I also appreciate the ability to have the system escalate the detractors to our management team so we can follow up and keep a pulse on the success and areas to improve with our customer relationship.

BH

Brian H.

The ability that CustomerGauge provides us to quickly and easily follow up with families has also been invaluable at strengthening trust and relationships with those serve.

KE

Kayla E.

Our support team is great. I once down-voted a help article when I couldn't find the answer to my question and I unexpectedly received a response back within 20 minutes with the answer I needed.

AS

Amanda S.

Cons
Struggle with setting up new survey's without assistance from CG.

ME

Mike E.

The only trouble spot we've faced is the challenge with integration the appropriate information from our electronic record into the platform.

KE

Kayla E.

Limited closed loop tool functionality becasue only one is opened per survey. We have 5 primary drivers assigned to 5 functional areas of servcie.

JS

Jerome S.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great tool for corporate NPS programs

Reviewed a year ago

Even before we had committed to use this software, the customer service team have provided great support for the implementation of the program. The tool itself is very easy to work with and we haev not had any major issue in the 3 years of experience.

Pros

This software have many great features like the possibility to standardize survey templates across large organizations, the workflow system which allows the organization to follow-up on customer responses and the great involvement and support provided by the customer service team from CustomerGauge.

Cons

The reporting features are limited to the settings from the tool and suggestions for updates may be subject to a list of other suggestions being recommended by other customers.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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CustomerGauge in Behavioral Healthcare

Reviewed a year ago
Pros

The reporting features in CustomerGauge as compared to our previous process is phenomenal. We're able to get so many insights into how parents perceive the care we're providing their children and families. The ability that CustomerGauge provides us to quickly and easily follow up with families has also been invaluable at strengthening trust and relationships with those serve.

Cons

The only trouble spot we've faced is the challenge with integration the appropriate information from our electronic record into the platform. Healthcare, behavioral healthcare in particular, is not a "common" industry that utilizes NPS, so there is a bit of a learning curve for us in knowing how to predict how our data should flow into the platform.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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CustomerGauge global roll out

Reviewed a year ago

Help us to roll out a common voice of customer process across countries / regions, provide for the first time internal benchmarking for NPS, CES, response rate just by refreshing a page !

Pros

The product is easy to use, implementation without integration is really fast, the closing the loop feature is really helpful to drive right action plans.

Cons

Maybe to soon to tell but.. their is so many possibilities within the tool that we need time (and CG support) to know best how to use it. we have to test Analytics & Monetize features.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great service & tech

Reviewed a year ago

We are getting better results from from our CG surveys than our previous system because of the way they handle key driver questions. Our support team is great! I once down-voted a help article when I couldn't find the answer to my question and I unexpectedly received a response back within 20 minutes with the answer I needed. I didn't even open a case or reach out. I am recreating that same experience in our service model!

Pros

Knowledgeable team helps us maximize value from our NPS results. We have regular calls to discuss not just the results of the surveys, but what we are doing with the results to improve our business. The Salesforce integration helps us keep our results & followup process in one location.

Cons

I find some of the reports & dashboards a little difficult to work with but our support team helped explain them and get us setup. It would be nice to be able to clone reports & dashboards you've already configured so you don't have to start from scratch.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Customer Gauge

Reviewed a year ago

I have been happy with the support that [SENSITIVE CONTENT HIDDEN] had provided us in the last year and look forward to working with [SENSITIVE CONTENT HIDDEN] as we move forward

Pros

I enjoy the ability to drill down into the reports to understand the customers view points in many ways, really limitless if you add the data you can sort by the data. it give more clarity to customer satisfaction by product, support group or even by Sales Representative. I also appreciate the ability to have the system escalate the detractors to our management team so we can follow up and keep a pulse on the success and areas to improve with our customer relationship

Cons

I do believe that building campaigns if a bit complex at first. after you get sometime with it and more experience i expect it to become easier

CustomerGauge FAQs and common questions

CustomerGauge has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


CustomerGauge supports the following languages:
Dutch, English, Italian, German, Spanish, Portuguese, Chinese (Simplified), French


Yes, CustomerGauge has an API available for use.


CustomerGauge integrates with the following applications:
Pipedrive, NetSuite, Freshdesk, Salesforce Sales Cloud, SugarCRM, Close, Oracle CPQ Cloud, Keap, Autotask, HubSpot CRM, Zendesk


CustomerGauge offers the following support options:
Knowledge Base, Email/Help Desk, Chat, FAQs/Forum, Phone Support

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