CustomerGauge Reviews

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.

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.

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.

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.

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.

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.

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.

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.

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

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

I love the firefighting aspect. It allows us to look at customer reviews that need followup and establish KPIs around that followup.

The widgets and reporting are a bit clunky and take some getting used to.

Hi Gregory, Thank you for your review. We really appreciate it! I've passed your feedback about the reporting to our Product team to connect with you and understand more. Many thanks, The CustomerGauge Team

It's quite simple to use, as it is easy to introduce new users. Great reports

I cannot think about anything, Anything we may not have liked in the past, has been included in new product updates

Thank you so much for your review! We are happy to see you are pleased with our relationship and will do everything we can to keep it that way :)

Ease of use, deployment, auto result reports, alerts, closed loop tool, dashboarding and reports.

Limited closed loop tool functionality becasue only one is opened per survey. We have 5 primary drivers assigned to 5 functional areas of servcie. Each has a dedicated owner(team) supporting the follow up on each. It would be great if a "closed loop tool widget" was opened for each "primary improvement driver" that the customer selects. That way each team is resposible for closing their indicvidual follow up action item in the closed loop tool.

CustomerGauge provides a high level metrics of one's NPS score across the dimensions that you choose - albeit a business unit, store or local geography. At a high level, the solution enables you to slice the data to get real insights as to how your business is perceived by its customers. CustomerGauage also provides a decent array of tools to handle customer feedback with customers and prompt customers to create reviews on third party websites. CustomerGauge is also backed by a great team that really are genuinely passionate about user experience, how to properly measure it and how to make it better.

Processing times on customer data upload isn't immediate, what they refer to as "data transport" (file upload of customer data) can take a few minutes to be processed.

Relatively simple to use and set up, great functionalities compared to other Customer Survey suppliers

Text analytics features, like for other survey suppliers, are not straightforward and require a significant resource investment to have it work properly.

Realtime reporting of customer experience.

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