CustomerGauge Reviews

“Focuses on providing the best experience to customers

Pros

CustomerGauge is user friendly and easy to set up. It automatically generates reports, sends alerts and has a closed loop system. additionally, the dashboard and reporting features are also excellent making it simple for us to track and analyze data.

Cons

The closed-loop tool functionality is somewhat limited as only one can be opened per survey. We have five primary drivers assigned to five functional service areas each with a dedicated team responsible for following up. it would be helpful if a closed-loop tool widget was available for each primary improvement driver that a customer selects, this would allow each team to manage and close their own action items within the tool.

“Really loving the experience

Pros

I love how I can dive deep into the reports to gain insights into customer viewpoints from various perspectives. It is also really flexible if you filter the data in different ways. And it provides clear visibility into customer satisfaction whether by product, support team or sales representative. I also value the system's ability to automatically escalate negative feedback to our management team which allows us to follow up and stay on top of our customer relationship successes and areas that need improvement.

Cons

Building campaigns can be a bit complex initially. However with more experience I expect it to become easier over time.

“Commendable service and great technology

Pros

The team's expertise has been key in helping us get the most out of our NPS results. We have regular calls to review the survey results and discuss the actions we are taking to improve our business based on those insights. The Salesforce integration is a big plus as it keeps our results and follow-up process in one place making everything easier to manage for our team.

Cons

Some of the reports and dashboards are a little tricky to work with but our support team was very helpful in explaining them and getting us set up. Id also recommend that it would be great if we could clone reports and dashboards we have already configured so we don't have to start from scratch.

“Perfect tool for quick VoC implementation

Pros

It is relatively easy to use and set up and I noticed it offers excellent features compared to other customer survey providers.

Cons

The text analytics features like with other survey tools are not very user friendly and I feel like they require a significant investment of resources to get them working properly.

“Easy to implement and use

Pros

This software is so easy to use and implementation without integration is quick. Also the closing the loop feature is really proven really helpful for us in driving the right action plans.

Cons

It may be too early to tell but the tool offers so many possibilities that we need more time and support from CG to figure out the best way to use it, and we need to test the Analytics and Monetize features more thoroughly.

“Better than most, offers great features!

Pros

Honestly, the reporting capabilities in this software are far better than our previous process. We are able to gain so many insights into how parents view the care we provide to their children and families. On top of it the ability to easily follow up with families has been invaluable in building trust and strengthening our relationships with those we serve.

Cons

Well the main issue we have come across is integrating the right data from our electronic records into the platform. Healthcare especially behavioral healthcare is not a common industry for NPS so its been tough for us in learning and understanding how our data should flow into the system.

“provides instant feedback

Pros

I have to mention that real time reporting of customer experience is particularly helpful as it allows us to quickly understand how our customers feel and make immediate improvements when needed.

Cons

I find setting up new surveys is challenging without assistance from CG.

“Works well for corporate NPS initiatives

Pros

This software comes with some great features like the ability to standardize survey templates across large organizations, a workflow system to track customer responses and outstanding support from the CustomerGauge team. These features really help us in streamlining all of our processes.

Cons

If you ask me I feel like the reporting features are somewhat limited. Plus any suggestions for updates might need to compete with other customer recommendations which could delay improvements. And while it is a good tool I think there is room for more flexibility in the reporting options.

“Really good tool

Pros

It is very simple to use and introducing it to new users is pretty easy too. I really like the reports as well as they are so clear and effective.

Cons

I cannot think of anything. As luckily any issues we had in the past have been addressed in recent product updates