CustomerGauge Reviews & Product Details

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. Review collected by and hosted on G2.com.

The only thing I could pinpoint is I wish it was more information about diversity. Review collected by and hosted on G2.com.

How easy it is to use the available tools + how helpful is the team overall. Review collected by and hosted on G2.com.

The lack of flexibility to freely use other metrics then NPS and the somewhat cumbersome user management. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Excellent working relationship with Customer Gauge - always so helpful and significant updates on monthly call Review collected by and hosted on G2.com.

NOTHING!!! All is amazing with customer gauge Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

We are getting great support developing the programme Review collected by and hosted on G2.com.

I cannot really think of any downsides working with CustomerGauge. Review collected by and hosted on G2.com.

The implementation, the interface and ability to get real time information. Also the customer support is excellent! Review collected by and hosted on G2.com.

Have not discovered any dislike's of the platform or the Company. Review collected by and hosted on G2.com.

In 2015, Colt Data Centre Services (DCS) established itself as a standalone business and having a highly differentiated CX became a top priority. We selected CustomerGauge to get real- time feedback that translates customer insights into practical actions for the business.

Using CustomerGauge, we quickly rolled out their Net Promoter® program to start collecting customer feedback at many transactional touch points across the customer journey, as well as with periodic relationship and product surveys. We optimized our CX program adding multi-language NPS surveys, which allowed us to tap into a wider audience and increase the amount of valuable customer feedback.

Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.

We increased our NPS from +17 to +54 in four years across all customer segments. Review collected by and hosted on G2.com.

CustomerGauge is a thought leader on Account Experience and monetization. The downside I see is the integration (focus) with other tools to pull out for example the financial data. On the other side, the prediction takes in account current customer feedback data and most of the time customer sentiment changes after follow-up. Moreover, there are other account health indicators for contract renewals that are left out of the tool. Review collected by and hosted on G2.com.

The account support is astounding. Brian is a pro and makes sure we are taken care of. I like the ability for everyone to have a personalized look, and to share reporting inside the platform. We are able to reach out to customers near instantly so long as our employees are monitoring. That's been proven to us to impact CX as we have conducted follow-up interviews where a customer indicated this as their major point for higher satisfaction. Review collected by and hosted on G2.com.

Going to reports is always annoying because it's clunky and won't take me where I want to go. In fact, navigating a lot of the platform is kind of tiresome at times and not as intuitive as one would think given how great the end product and account support are. Also I loathe the machine learning/text analytics. We need the ability to help it learn and that's just not happening. I also really want the assigned cases and the incoming cases to talk to eachother. Seems like a no-brainer, but it's one issue that hasn't been touched so far as I am aware. Review collected by and hosted on G2.com.