CustomerGauge Reviews & Product Details

CustomerGauge Overview

What is CustomerGauge?

CustomerGauge is a B2B customer experience management platform that enables clients to: - Collect customer feedback from multiple stakeholders in an account - Create custom dashboards for displaying real-time results - Set goals and targets for closing the loop with customers - Segment customer insights by region, product, facility, and more. - and align employees CX-related business initiatives CustomerGauge is also the first and only customer experience management solution that automatically combines customer insights with revenue data. This allows CX managers to: - Identify and prioritize the most impactful customer experience improvements - Forecast the impact of future CX improvements across the customer journey - and report on the ROI of valuable customer experience initiatives

CustomerGauge Details
Languages Supported
Afrikaans, Arabic, Bengali, Bulgarian, Czech, Danish, German, English, Estonian, Finnish, French, Irish, Hebrew, Hindi, Croatian, Hungarian, Armenian, Indonesian, Icelandic, Italian, Japanese, Korean, Mongolian, Dutch, Norwegian, Polish, Portuguese, Russian, Albanian, Swedish, Turkish, Vietnamese, Chinese (Simplified), Fijian, Maltese
Product Description

Based on the industry-standard Net Promoter System®, it is a software-as-a-service that automatically measures, understands, and analyses customer sentiment and identifies and grows loyal customers.

How do you position yourself against your competitors?

For years, B2B companies have had to rely on CX tools oriented for B2C experiences, which fall short of the multi-contact and hierarchical complexities that are the reality of B2B relationships.

In a field revolving around B2C CX solutions, CustomerGauge introduced Account Experience™—a B2B approach to CX that enables experience managers to measure and improve the customer experience for each key stakeholder in the account.

CustomerGauge’s Account Experience (AX) solution is purpose-built to support the needs of B2B companies seeking to transform and monetize their customer experience.

With our Monetized Net Promoter® technology and powerful reporting suite, B2B enterprises can automate survey delivery, route powerful insights, prioritize follow-up, predict churn, and monetize their account base.

Learn more about account experience here: https://customergauge.com/account-experience


Seller Details
Seller
CustomerGauge
Company Website
Year Founded
2007
HQ Location
Amsterdam, Netherlands
Twitter
@CustomerGauge
1,764 Twitter followers
LinkedIn® Page
www.linkedin.com
54 employees on LinkedIn®

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Fitness Class Instructor
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Response from Cvetilena Gocheva of CustomerGauge

Thank you for your review, Renan. Your feedback is much appreciated as it helps us serve you better every day. Keep up the great work!

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have made adjustments to our surveys which has helped us to improve our response rate. CustomerGauge is helping us to add knowledge about the Net Promoter System, which is essential to develop the programme Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Customer Success Specialist
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Customergauge is very high price/quality product Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As part of our CX program. We selected CustomerGauge to get real- time feedback that translates customer insights into practical actions for the business. Review collected by and hosted on G2.com.

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Marketing Research and Analytics Specialist
Telecommunications
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Communicate with your Account Manager. They seem to care more than other vendor AMs and seem to work with their engineering team to make the product something better all the time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Firefighting. Right now that is one of the best things we are doing- tracking fire fighting and making sure our customers voices are heard. We use it to track our overall health, too, and to learn what's going right and what isn't but I think the most valuable tool right now is firefighting- but that's an internal thing. When we get on top of pleasing our customers to a higher degree we will be able to see even better insights. Review collected by and hosted on G2.com.

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AF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like the way they handle the NPS driver questions. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We wanted better insight from our NPS driver questions. We're getting more valuable responses now. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Implementing CustomerGauge has allowed us to develop a sophisticated customer feedback program that is easy to manage and report on. The best part of our experience with CustomerGauge has been the ongoing support and collaboration they have provided for helping us to continually improve our program. Easy integration with our CRM and a variety of reporting tools within the platform have also allowed us to customize our process and get important data to the right people within our organization. Review collected by and hosted on G2.com.

What do you dislike?

The largest area for improvement for CustomerGauge from our perspective would be the speed with which improvement requests are developed or implemented. As we use the platform, new ideas for managing our process or interpreting our response data come up in discussions, and it would be great to realize the benefits from these ideas at a faster rate. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use CustomerGauge to manage a customer feedback surveying program in order to identify opportunities for improving customer experience. The platform has allowed us to develop an automated process for surveying customers that is integrated with our CRM. Review collected by and hosted on G2.com.

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EF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The interaction and level of expertise from Andrew. He is fast and supportive of our needs as an organization. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes the reporting can be a bit challenging but I need to spend more time in there playing around. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Working with Customer Gauge has been a life-changer for a business trying to measure their client experience but also for performance management on all levels of the business. There is more than just a NPS; there is content and so many opportunities to improve the business partnership both internally and externally. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Client retention! Understanding the contentious points and using it as feedback to the business to find solutions. We also use this tool to measure employee and office performance. Additionally, we are improving the client experience as a result. Review collected by and hosted on G2.com.

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AT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Friendliness of staff, easiness to build small report, real-time reporting on surveys Review collected by and hosted on G2.com.

What do you dislike?

not robust in the data management, the company wants to be looking at Accounts for "their" customers but most of their reporting on accounts is not customizable which is annoying. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

real time customer feedback, more transparency on customer feedback in the whole organization Review collected by and hosted on G2.com.

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AH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I really enjoy the analytics and ability to communicate results as they happen to my team. Review collected by and hosted on G2.com.

What do you dislike?

I wish daily reports were sent out earlier in the day rather than at 9, but that's the only thing. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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AF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The easy use and flow of Customer Gauge a great tool. Review collected by and hosted on G2.com.

What do you dislike?

Not being able to be able to find my reports I have created quicker. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It’s helps recover our guests quickly and efficiently. Review collected by and hosted on G2.com.

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Customer Engagement & Retention Strategist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Developing drivers custom to your line of business allows for a survey worthy of a great customer experience, while still getting the level of information we need to make customer-driven decisions. Review collected by and hosted on G2.com.

What do you dislike?

Dark blind-spots and proprietary portal. If customers consistently add "Other" as their sole driver, we have limited insight to what is truly driving their feedback. Often "Other" is seen as a quick-finish & to-the-point option for our customers.

The proprietary portal & dashboards are nice, but limit the overall versatility of our data. With BI platform adoption growing in market share, I'd rather log into Power BI/Tableau/Qlik and get everything I need at-a-glance. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Don't let the brevity of the product (survey) deter you. It's a win-win. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Giving our customers a voice is the main focus of CustomerGauge, but, it has also allowed us to make decisions on the front lines to better accommodate customer needs. As an example, we found that compliance drivers are top focal-points of our most loyal customers-- we used that information to invest more into our face-to-face touch points. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thank you for your review! Your feedback helps us become better at serving you every day!

Director of Training and Guest Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The support we receive from CustomerGauge is more like a strong business partner, rather than that of a customer and business. From the first call all the way through today, we are consistently asked questions in order to provided solutions based on our needs. In addition to great service, the product solution offers the same level of customization and flexibility that the CustomerGauge team does. For 2 years now, since switching from another company, we have seen the financial impact on our business by improving the level of insight to our Net Promoter Process, the actual voice of our guest, and the ability to communicate it throughout the entire organization.

Review collected by and hosted on G2.com.

What do you dislike?

There is very little to almost nothing that we dislike. Every time we have a need or the product does not deliver a solution to one of our needs, the CustomerGauge team is quick to make our request important. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the first step to talk with the CustomerGauge team. They will be determining if you are a good fit for them also. We valued this when we began our journey with them. In addition, CustomerGauge has the best group of customers in the industry. They are not only as strong as the solutions they provide, but made stronger by the customers they service. Ask to speak to their customers and see how great CustomerGauge can be. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The CustomerGauge platform allows us to quickly attain information from thousands of Guests each day. By measuring NPS and loyalty, we are able to identify Operational success and opportunities. We are also able to clearly map out what particular parts of the business are succeeding and which ones are hurting our bottom line allowing us to best invest our resources where they are needed. All of this is captured in a matter of seconds from each Guest and delivered to every level of our organization in seconds, because in a fast pace industry like our, seconds can cost us thousands of dollars. We have been able to recover the guest and make Operational adjustments in hours, instead of days and weeks with our previous provider. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thank you Cary!

We very much value your feedback and recommendations to others considering the CustomerGauge product.

Always pleasure working with you and your amazing team!

Best,

Cvetilena and the CustomerGauge team

Customer Education and Advocacy Specialist
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Customer Gauge has given us the tools to create tangible value to the rest of our organization, specifically by helping us communicate the dollar value of each customer. They have a great team that is passionate about customer engagement and loyalty which makes working with them that much easier. Review collected by and hosted on G2.com.

What do you dislike?

The reporting is not as intuitive as I would like it to be. There are times when it takes me 2-3 tries to get the right report because the UI needs some tweaking. I've given them my feedback and they have told me that they are looking for ways to improve that experience already. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

They have helped us categorize clients that we can use as references for other potential clients. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Hey Drew,

Thank you for your great review. We really appreciate it! Always great to hear from customers about the achieved ROI of their CX & NPS program.

I've passed your feedback about the reporting to our Product team to connect with you and understand more.

Many thanks,

The CustomerGauge Team

Director of Digital Customer Experience
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Great people with the right skill set and attitude to help us improve our business. Tapping into their domain knowledge is important. I also like their approach to challenging the NPS industry with new concepts. Review collected by and hosted on G2.com.

What do you dislike?

I have a couple of important things on my wishlist. Happy to see some of these things now entering their backlog for product development. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting customer feedback in a more systematic approach is vital. Looking at the drivers for what is important for our customer's success and for our own growth. Our ability to spot problems, and to fix them fast has improved. We also use NPS to help us prioritise direction of development of our services and products. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thank you for the valuable feedback and nice words, Hans!

Always great to hear about the impact we're making in our customers' businesses. Keep up the great work and stay amazing!

Best,

The CustomerGauge Team

EC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Definitely the analytics: One of the reasons we chose Customer Gauge is that we are getting a pretty full set of analytics which we can customize by geography/area, type of customers etc. It is a great 'out of the box' solution with a ton of customization capabilities. Secondly, we are a firm believer in getting customer feedback to our organization and then responding to it which then translates into improvements in Retention. Customer Gauge has by far the best tool to tie relational NPS to retention and proving that improving NPS drives also business results.

Lastly, we have a fantastic CSM and if I can infer from him, the support team is just awesome, very customer focused. Review collected by and hosted on G2.com.

What do you dislike?

There are still some minor issues with product features such as others mentioned here: Filtering beyond 'equals', Text analyzer (albeit they did now include a sentiment analysis which is really great) and lastly, there are some issue with using Customer Gauge for in product feedback (the tNPS will pop up in a separate tab). All in all, I believe Customer Gauge will continue to drive product innovation and Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are leveraging Customer Gauge to establish a clear way for our customers to provide feedback for any touchpoint across the life cycle. We believe that we can use the relational NPS to inform our product roadmap, our customer support , Marketing and Sales. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

L'accompagnement effectué par le CSM est sans aucun doute ce que j'ai le plus apprécié. La prise en main de l'outil est relativement facile. Le fait de pouvoir partager les résultats sur un écran à l'ensemble de la société est un plus fort appréciable. La satisfaction des clients est l'affaire de tous et non juste des CSM. Review collected by and hosted on G2.com.

What do you dislike?

L'intégration avec Salesforce reste perfectible. Bien que la fonctionnalité de carrousel est apprécié, nous aimerions avoir plus de souplesse dans son utilisation. Dans le même principe, il serait appréciable de pouvoir dupliquer des enquêtes et non de devoir la créer de A à Z à chaque fois. Le lancement manuel des enquêtes est aussi à améliorer en pouvant utiliser les mots clés dans le sender Review collected by and hosted on G2.com.

Recommendations to others considering the product:

CustomerGauge est rééellement un bon outil. Ce qui nous a séduit c'est le modèle économique appliqué. Pas de surprise de cout. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Talentsoft est en forte croissance depuis plusieurs années. Il est de plus en plus impossible de suivre l'ensemble des clients avec la même finesse. CustomerGauge nous permet simplement de questionner l'ensemble des clients et d'agir à bon escient, au bon moment. Review collected by and hosted on G2.com.

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Manager, Marketing Research & Analytics
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The platform is intuitive and the team is constantly working to make improvements. The newly added reporting features provide more in depth insight into drivers of NPS and customer comments.

Additionally, the CustomerGauge team goes above and beyond to ensure that my CustomerGauge instance meets the needs of my business. Review collected by and hosted on G2.com.

What do you dislike?

I do not like the restriction of automated reporting to CustomerGauge users. However, I have gotten around this by created rules in my own inbox to send reports to end users. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

CustomerGauge allows us to have a constant pulse on the voice of the customer. It provides us with constant customer feedback and allows us to make quick pivots when it comes to internal processes and customer communication. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thanks for the amazing review, Krystle! We really appreciate it.

The reason why we have a restriction of automated reporting to CG users is because we want to ensure a better security of the data. I've passed on your feedback to our Product team to look into.

Have a lovely day!

Best,

The CustomerGauge Team

AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Implementing NPS surveys and SaaS solutions to support it demands a good collaboration and partnership with you supplier. If not, you as a company might end up with a system you don´t use or used the wrong way and a NPS program wich is capsized. Working with CustomerGauge, you not only get one of the best platforms on the market to meassure NPS and the driving factors behind. But also a very competent support. Not only during implementation and configuration of the system, but also after go live. E.g. Instant respons on technical problems, quaterly review meetings, best practice and concrete advise on dayly operations. Review collected by and hosted on G2.com.

What do you dislike?

Working in a B2B company, analysing NPS on an account level is more valuable then on individual contact level. I need a setup 100% tailored to the B2B environment - offering the oppertunity to calculate NPS, respons rate, driver impact, etc. on account level instead of a contact level. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

NPS is a fundamental KPI in our organisation used to asses our customers' loyalty. Furthermore we use the insights we get to steer and prioritize initiatives, that will increase our customers experience, and to support a customer centric culture across the entire organisation. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thank you for your great feedback and review.

Keep up the great work you're doing with CX!

Best,

The CustomerGauge team

CC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I have been in partnership with CustomerGauge in driving our CX program since 2012. What is best about CustomerGauge is that they have a responsive and empathic team that will support your CX initiatives. I was also impressed to witness how fast their platform has evolved which made our internal stakeholders more engaged in using CustomerGauge's platform. What differentiates them from other vendors is that they care about your CX program and they want to help you build on that. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing that I dislike in CustomerGauge. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend CustomerGauge to others as I believe it offers what a CX practitioner would need to drive a successful CX program. With the support and implementation team that they have plus the intuitive platform, it is highly recommendable to use CustomerGauge. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are focusing on improving the service experience of our consumers. With the help of our 2 NPS transactional surveys that we are driving in the EMEA region, we can easily identify the performance of our service providers and the top reasons for improvement. As the results are available in real-time and the reports are sent automatically in a regular basis, middle managers can address most of the local issues right away with their team. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Thank you for your honest and great feedback!

Everyone at CustomerGauge appreciates it when customers take the extra mile to write such a great review. We're thrilled and honoured to continue supporting you with your CX program.

Best,

The CustomerGauge team

Principal | Director of Client Experience
Financial Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like the Helpdesk support from CG the most. The responsiveness and ongoing willingness to support me is impressive. Calls and emails are always returned in 24 huors and most are returned the same day within hours. Review collected by and hosted on G2.com.

What do you dislike?

I wish the system would support closed-loop fire fighting through Outlook. I don't have time to train all users in the system and it would be easier if they could respond via email to complete a fire-fighting task. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Customergauge is a solid tool to help you manage customer feedback in a cost-effective and efficient manner. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

CG is helping our business identify segments of clients that require more attention as well as the core drivers of satisfaction and likelihood to refer. The survey tools allow me to also create reports that are meaningful and support strategic and operational decisions. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Hey Mitchell.

Thank you for your review and feedback. These are some impressive results you've achieved. Congrats on the great job!

We do have a functionality that covers your point for closed-loop fire fighting through Outlook. Your CustomerGauge Customer Success Manager will reach out to you to help you with that.

Best wishes,

The CustomerGauge Team

Cofounder and CEO
Food & Beverages
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

CG gives me peace of mind that I have 100% transparency directly from customers. There's no sugar coating or risk of anything being filtered, which allows me and my team to respond quickly and appropriately .and get ahead of issues/concerns to ensure client satisfaction and retention. Review collected by and hosted on G2.com.

What do you dislike?

It would be nice if we could customize the email address that the surveys are sent from so that it is more recognizable by the clients. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our cost of customer acquisition is fairly significant, but easily justified by increasing lifetime value of each customer. This allows us to reach all customers in multiple cities, which was not possible before CG. It also amplifies my team's focus on customer service since all reviews are shared with every employee. It has enhanced our culture of providing the best customer service even more. Review collected by and hosted on G2.com.

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Response from Cvetilena Gocheva of CustomerGauge

Hey Christine,

Thank you for your awesome review and feedback.

With regards to your request to customize the email address surveys are sent from, this can be configured by your Customer Success Manager. I have passed this on to your CSM to get in touch with you.

Keep up the great work!

Best,

Cvetilena

Guest Experience Manager
Hospitality
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The quick and easy format that allows to get the feedback. Easy to navigate and understand questions Review collected by and hosted on G2.com.

What do you dislike?

Would like it to be more secure to keep the integrity of surveys. No scrolling to pick a restaurant.

Getting a detractor score for something that is out of restaurants ability( Prices) to change , and bringing down the NPS score Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Highly , Great feedback results. Reports available are easy to access and to understand . Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Able to understand how our Guests are being treated by our associates. The quality of the food or drink they are receiving. How the Guest feels about line times . , Makes us look at staffing and schedules to better serve the Guests. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Customer Gauge is a simple tool to show our customers loyalty to our brand. It is easy to use for all levels within our organisation. It provides key insights in to areas that we need to focus on by using a variety of different customisable reports. Review collected by and hosted on G2.com.

What do you dislike?

There is some functionality that would be good to have on a "User" profile - that only an Admin user has. For example - creating own reports / dashboards. This is only available for Admin users who need to create a report and share it with the users. Then if changes are required - only the admin user who created the report can amend. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Simple, easy tool to get live information on how your customers are feeling. Actionable data to complete initiatives / projects to increase future customer experience. Ability for complete close loop processes to be completed. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

By completing root cause anlaysis and tagging we are fixing the issues within our organisation that matter most to our customers. By doing this, we are increasing customer satisfaction and customer retention. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

CustomerGauge is intuitive, dynamic, and plays well with others. We use SalesForce as our source of truth. It was easy to connect CustomerGauge to our SalesForce instance for accurate results. It is dynamic in that it allows us to create multiple campaigns to track our customer experience with ease. Review collected by and hosted on G2.com.

What do you dislike?

I cannot think of any areas where CG could improve. The reporting/tracking down of issues did take some time to learn, however. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure that you have scoped out your use of the software, dedicated a team to implementation, and understand the strategic and tactical use of it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With CustomerGauge we are able to track NPS,CSAT, onboarding experience on a regular basis. With the integration with SalesForce we're able to easily juxtapose that data against revenue and risk details each client. This gives our company the ability to assess each client individually, prioritize outreach, and give full transparency and a comprehensive look at customer health. Review collected by and hosted on G2.com.

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