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.

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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.

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.

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.

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.

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.

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.

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.

The support provided by the CSM is undoubtedly what I appreciated the most. The tool is relatively easy to handle. Being able to share the results on a screen with the entire company is a highly appreciable advantage. Customer satisfaction is everyone's business, not just the CSM's. Review collected by and hosted on G2.com.

The integration with Salesforce remains improvable. Although the carousel feature is appreciated, we would like to have more flexibility in its use. Similarly, it would be desirable to be able to duplicate surveys instead of having to create them from scratch each time. The manual launch of surveys also needs improvement by being able to use keywords in the sender. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.