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.

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

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.

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.

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.

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.

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.

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

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.

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

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.

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

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

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.

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.