CustomerGauge June 2009 release adds new features to this simple, cost-effective loyalty measurement system based on Net Promoter Score®*. CustomerGauge is known for its extensive business-to-consumer (b2c) surveying capabilities, particularly for automatically surveying customers after e-commerce transactions.
In this release, it adds specialised reporting for business-business (b2b) applications.
New reporting helps clients view Net Promoter Score by multiple segments and grouped by organisations. Real-time dashboards show scores and comments from individuals inside an organisation by job or function level – to give a top down view of major corporate customers. Compare results with all customers, or by all job categories. Quickly identify promoters and detractors within major accounts.
Other reporting helps show distribution of Net Promoter Scores 0 – 10 by frequency, and the evolution of detractors, promoters by week or month. Drill-downs allow quick analysis of comments in each segment. Another report makes it simple to rank Net Promoter Score in a particular segment (for example by country, or sales revenue cluster). A/B options allow experimentation to find optimum survey design.
Understanding customer sentiment is a key component of CustomerGauge. Reporting has been enhanced to provide multiple level of analysis. Simple graphs showing trends help get to root causes fast and effectively.
CustomerGauge is made for global deployment, with new enterprise-class features for multiple countries/divisions roll-out. But flexibility is also built-in to allow local management, reporting and customisation. A new global dashboard option allows roll-up of Net Promoter Scores from separate divisional instances of CustomerGauge (or even other survey tools).
With this release, CustomerGauge continues to evolve and provide a fast, effective way for enterprises to measure Net Promoter Score, priced from EUR 1500 per month.