CustomerGauge unleashes revolution in Customer Feedback Management (press release)

CustomerGauge Everywhere to give entire organisations Net Promoter® customer feedback in real time

May 02, Amsterdam: CustomerGauge, a software company that brings Net Promoter® Score and customer feedback into the heart of businesses, has announced the release of CustomerGauge Everywhere – a revolutionary upgrade to the CustomerGauge platform.

The key innovation of CustomerGauge Everywhere is that it gives organisations open rolling access to customer feedback and Net Promoter® Scores to anyone in the organisation in real time, via an intuitive, user-friendly homepage that features a Twitter-like news feed of customer feedback. The page can be viewed across desktop or  iOS and Android  mobile devices.

By placing customer service at the heart of the organisation, CustomerGauge Everywhere will empower staff across organisations to solve customer service issues fast – regardless of whether they are dedicated customer service professionals or involved in other areas of the business. This innovation has significant potential to improve the customer experience and lower costs in marketing, sales and related areas.

“In the past, the big problem with customer feedback, even structured, proactively collected feedback, is that only a few people in any given organisation generally had access to this goldmine of data,” said Adam Dorrell, CEO, CustomerGauge. “But CustomerGauge Everywhere has changed that forever. We believe this could be as much of a change agent to enterprises as Facebook and LinkedIn have been to personal and business relationships.”

In addition to real time access to customer feedback and Net Promoter Scores, CustomerGauge Everywhere was created with a new architecture for delivering super-fast performance (one million records graphed in one second) and is available in English, German and Italian, with other languages soon to follow.  There are also a number of new options to drill into the data with advanced filters and date functions, and for the first time targets can be easily set and distributed by administration users. Other distribution options include real-time digital signage and integrations using the CustomerGauge API to any other system including Sharepoint or Salesforce.com.

For further details and a demonstration on CustomerGauge Everywhere, please see this short  webinar (15 mins).

About CustomerGauge

CustomerGauge is a cloud-based software solution from Amsterdam-based Directness BV, a fast-growing privately held software company founded in 2007.  CustomerGauge is designed to be the most comprehensive and cost-effective platform for enterprises to measure Net Promoter Score (NPS) and show ROI from marketing investments. The software platform has won clients all around the world, with global clients including Philips,  Electrolux, Vodafone,, and Tommy Hilfiger

Contact: adam.dorrell@cdirectness,net

Details

New Headquarters for CustomerGauge/Directness

We are pleased to announce that due to further expansion CustomerGauge/Directness has today moved to a new larger headquarters. We are now based in the Y-tech complex in Amsterdam, a short walk from the Central Station. Our new address is:

Van Diemenstraat 182B
Amsterdam 1013CP
The Netherlands
Telephone: +31 208 20 21 60

Map / Directions

We hope to welcome you to our new offices soon.

Case Study: Lights, Camera, Feedback! How Bavaria Film Implemented Net Promoter Score

How one of Europe’s largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result.

One year ago Bavaria Film started to implement Net Promoter® Score (NPS) with the help of CustomerGauge.

Bavaria Film is one of the biggest film production companies in Europe. The head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“.

Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation.

In this short video, Dr Lackner shares his thoughts on their journey to implement Net Promoter.

You can also read more detail in the two page case study that explains how they overcame issues of what data to use, internal resistance to roll-out, and turned the project into a success.

Since the project started, CustomerGauge is now in use in several Bavaria Film divisions, and is being rolled out to more this year.

 

Lights, Camera, Feedback! Bavaria Film Net Promoter Score Case Study

CustomerGauge enters Australian market with Genroe partnership

Today, a new alliance between loyalty specialist Genroe and Directness brings CustomerGauge to Australia and New Zealand.

Genroe and Directness Partnership Announcement.

CustomerGauge are pleased to announce an exclusive partnership with Genroe to sell, deliver and support customers in the region.

Genroe, is a Sydney, Australia based specialist customer experience management consultancy that helps clients take real-time scores and customer comments to drive a deeper customer focus into their organisation.

Melbourne based iSelect, Australia’s leading comparison service provider, (http://www.iselect.com.au/) has been using a CustomerGauge system implemented by Genroe since November 2010. Ms. Joanna Thomas, General Manager – Sales and Operations, commented, “Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”

The announcement combines the world class CustomerGauge software as a services (SaaS) Net Promoter Score collection and analysis platform with practical customer experience management consulting services. This will enable Australian and New Zealand companies to truly leverage the power of the Net Promoter Score methodology.

Managing Director of CustomerGauge, Adam Dorrell noted that “It’s one thing to have a comprehensive tool to collect and analyse customer feedback but many companies struggle to convert this information into action. Genroe’s customer experience management skills allow CustomerGauge clients to drive real change and customer focus into their business”.

Adam Ramshaw Director Genroe stated: “We searched the world for the best solution to implementing Net Promoter Score data collection and reporting. When we contacted Directness regarding CustomerGauge they delivered on every one of our, and our client’s requirements, including value for money.”

“We look forward to sharing CustomerGauge with our clients and helping them to drive increased revenue and profits for their business”.

Full press release available here. Announcement on Genroe site here.

About Genroe

Genroe is an Australian based, specialist customer experience management consultancy that helps its clients to drive increased customer focus for their organisation. Genroe enable businesses to increase revenue and profits through increasing customer retention, generating additional cross-sell and improving customer management.

Adam Ramshaw writes an excellent blog “Genroe-1to1” which covers all matters loyalty and Net Promoter. Recommend: Introduction to Net Promoter Score: A free download that provides a comprehensive introduction to Net Promoter Score: http://www.genroe.com/whitepapers/net-promoter-score-nps-an-introduction

“Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”

Ms. Joanna Thomas, General Manager – Sales and Operations, iSelect

Genroe: Contact Adam Ramshaw
Telephone +61 (0) 2 8821 6844.

Directness: Contact Camilla Scholten

CustomerGauge introduces new b2b survey tool for Net Promoter Score with publishable Document of Record

CustomerGauge announce new Net Promoter® Score tool for small and medium enterprises. The online system makes b2b surveys quick and inexpensive, includes many high-end features, and features Net Promoter Document of Record for publishing online.

Amsterdam, 1 Feb 2010 – Press Release:

CustomerGauge, provider of a hosted software solution for automatically surveying customers and calculating Net Promoter® Score,  announces a new tool designed for small and medium enterprises. The new tool, “CustomerGauge b2b Edition”, allows companies to survey their customers or channel partners using the enterprise-standard Net Promoter Score, quickly, easily and at a breakthrough cost.

In response to the recent trend of companies announcing a Net Promoter Score without  qualifications, the new CustomerGauge tool features a Net Promoter Score “Document of Record” listing the relevant information. This document acts as a certificate, and can be published internally within the organisation, or displayed online publicly to support press releases and act as a benchmark.

“We have been collecting company scores on press releases for our Net Promoter News site for over a year,” says Adam Dorrell, Managing Director, CustomerGauge “and we have seen a wide variety of reporting methodology, using different scales or with no sample size detail. To help the growing Net Promoter community, we have developed a Document of Record, which lists the relevant information in a certificate format. Using this certificate will allow companies to establish a new credibility with their Net Promoter Score reporting”.

View our AcmeB2B demo site certificate online here

CustomerGauge b2b Edition also features HTML branded emailing with reminders, surveying in multiple languages, a real-time dashboard, advanced reporting showing scores for customer companies and individuals, segmented scoring and classification of “voice of the customer” comments. It also includes many features found on high-end systems – for example, results for separate divisions can be rolled up on to a single dashboard for internal comparison.

CustomerGauge b2b Edition is available immediately. Clients can be surveying within a few days, with results usually with 24 hours. System pricing starts at €3900 (approx US $5490), including three month subscription.

http://www.customergauge.com

For product details and online demo, please contact info@customergauge.com.

About CustomerGauge

CustomerGauge measures loyalty and collects feedback to help companies to understand customer sentiment, centered around the Net Promoter Score standard. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance. Customers include Philips, Canon and CMC Markets. The company is based in Amsterdam, NL.

About the Net Promoter Score:

Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in businesses. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld’s book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Details: www.netpromoter.com *Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

OLD Headquarters for CustomerGauge/Directness

UPDATE – 28 Feb 2012, we moved to Van Diemenstraat 182B

 

We are pleased to announce that due to expansion CustomerGauge/Directness has today moved to a new larger headquarters. We are now based in the architecturally famous Silodam complex in Amsterdam, a short walk from the Central Station. Our new address is:

Silodam 253
Amsterdam 1013 AS
Netherlands

Map / Directions

We hope to welcome you to our new offices soon.

CustomerGauge adds new ways to visualize Net Promoter Score

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.

About CustomerGauge

CustomerGauge is a hosted software solution from Amsterdam-based Directness BV designed to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement. It can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance.

*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld

The Recommendation Score of Things

In 2005 an influential report by a UN body predicted “The Internet of Things” – a ubiquitous wireless network linking household objects and appliances, all talking to each other. The Internet of objects may encode and track up to 100,000 billion objects. Every human being is surrounded by between 1,000 to 5,000 objects.

No more lost keys, no running out of milk, waste is a thing of the past, and so on…

In our industry that means that “things” will report back to home base on their operation: “Running out of disk space – help!”. For CustomerGauge of the future, it may mean that systems have their own built-in survey mechanism that gathers feedback at the most appropriate moment. And, yes – we are working on that.

In the meantime, I can report that CustomerGauge has a small part of this future available from the November release.

We call this new report “Recommendation Score of Products” – or more snappily: “Score by SKU“, to help show customer satisfaction of each product. The results are compatible with the Net Promoter Score®, (jointly developed by SatMetrix and Fred Reicheld, also known as NPS®), and come from the question  “Would you recommend this product to a friend?”

Until now, manufacturers have struggled to keep track of what customers thought of individual products (or stock-keeping units), and at best have relied on omnibus surveys taken once or twice a year. Results can be poor due to lengthy time lag, and low response rates (which mean that similar products can show markedly differing results).

CustomerGauge can be used to survey ALL transactions of a manufacturers online shop, or ALL product registrations. Automatically. And in a volume that gives reliable scores.

Results are shown in real time, and feedback can go straight to Product Managers.

We have already been piloting “Recommendation Score by SKU” with some of our clients over the last 90 days. One organisation has been using the report to sort their 2000 products by ranking into “Top 20 Best” and “Top 20 Worst” products, and examining the related voice-of-customer feedback.  They distributed customer comments to product managers, de-listed many of the poor performers immediately, and changed instruction manuals on several others to help usability.  On the best performers, some actions taken included more prominent marketing, re-pricing, and including some customer testimonials on web pages. The results have been impressive, with overall Recommendation Score (compatible with NPS®) increasing by several points.

Another organisation is taking the product feedback and recommendation scores from the direct sales division and distributing to product managers in the entire organisation. Although the direct division represents only small percentage of overall sales, the results give an excellent representation of total sales, and are available within 15 days of product purchase. This contrasts with 90 days or more from channel sales, and the results are unfiltered by store managers and account managers.

It’s one of the many new features on the ever-growing CustomerGauge platform that is already helping major organisations understand and measure customer sentiment. So until your products start to phone home with the latest user gossip, please let us know if we can arrange a demonstration for your organisation.

Avanquest picks CustomerGauge for Loyalty and Voice of Customer Measurement

France-based Avanquest Software has purchased CustomerGauge software to help measure customer loyalty, understand experiences through online purchases, and with products after installation. Customers are surveyed automatically with the Amsterdam-based CustomerGauge hosted solution to measure their loyalty and gain feedback. Results are fully compatible with Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement.

CustomerGauge has been integrated with the Avanquest Software online store to improve customer experience in the Online Shop by measuring every single transaction, surveying customers in the US and Europe in five languages. CustomerGauge allows Avanquest to quantify and classify comments, convert free text comments into statistical data, and summarize the “Voice of the Customer” to executives.

“CustomerGauge allows us to monitor customer feedback to the question ‘how did we do?‘ ” says Bob McNinch, Managing Director, Web Division, Avanquest. “We have found that through the use of this structured process we have received great feedback from our customers, and this has helped our marketing team to improve communications and provide ideas for our developers for future products. We have already identified some customer service items to enhance.”

Adam Dorrell, Managing Director of Directness says: “We are delighted to work with Avanquest as part of their commitment to customer experience, and help them to measure customer loyalty”.

Amsterdam 7 July 2008.

About Avanquest Software

Avanquest Software is one of the world’s leading software publishers, marketing up to 1,500 software titles developed in-house or by developer partners via multiple sales channels on three continents – North America, Europe and Asia. Avanquest Software addresses the general public through its Retail, Online and Direct-to-Consumer channels; businesses through the Corporate channel; and key players in mobile telephony and IT through OEM (Original Equipment Manufacturers) licenses.

With 650 employees and approximately 200 engineers in Research and Development distributed between France, China and the United States, the company is committed to constant innovation. Listed on Euronext (ISIN FR0004026714) since December 1996, Avanquest Software is part of Eurolist, SBF index 250. Additional information is available at http://www.avanquest.com or http://about.avanquest.com .

About CustomerGauge

CustomerGauge measures loyalty and collects feedback to help companies to understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance.

A flash-based tour and self-guided demonstration is available on www.customergauge.com.

Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.

Note for non-English editors: “Gauge” (pronounced like en-gage) is an instrument for measuring or indicating quantity.

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*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

Philips Online Shop chooses CustomerGauge to measure Loyalty and Voice of Customer

(Nederlandse versie onderaan bijgevoegd)

Philips Online Shop has purchased Directness BV’s CustomerGauge software to measure customer loyalty and understand customer sentiment.

Directness has been working with Philips to improve customer experience in the Online Shop, and has supplied CustomerGauge as a tool to measure every transaction. CustomerGauge allows Philips to quantify and classify comments, convert free text comments into statistical data, and summarize the “Voice of the Customer” to executives

CustomerGauge is a straightforward solution to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement. Philips is committed to Net Promoter as the company-wide benchmark of Customer Experience.

Adam Dorrell, Managing Director of Directness says: “We have worked closely with Philips in the last year to ensure we could match the needs of the shop, and are delighted that they chose CustomerGauge to provide real-time measurement of customer loyalty and voice of customer”

About Philips Online Shop

The Philips Online Shop is a division of Philips Consumer Products, and was set up in 2005 to provide an excellent customer experience by providing a range of Philips consumer products for direct sale to consumers in Europe, US and the Americas. The product range includes televisions, home entertainment, PC products and personal care devices.

About CustomerGauge

CustomerGauge (www.customergauge.com) is a hosted software solution from Directness BV designed to measure loyalty and understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance. A flash-based tour and self-guided demonstration is available on www.customergauge.com.

Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.

Note for non-English speakers: “Gauge” (pronounced like en-gage) is an instrument for measuring or indicating quantity.

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Philips Online Shop kiest CustomerGauge om inzicht te krijgen in klant-loyaliteit

Philips Online Shop wil tot een goed inzicht komen in wat de klant ervaren heeft tijdens een aankoop direct van Philips en is daarom gestart met het continu meten van klanttevredenheid met behulp van de software CustomerGauge.

CustomerGauge is een gehost software product van het Amsterdamse bedrijf Directness BV ontworpen om klanten automatisch te benaderen via email om hun ervaring en loyaliteit te meten. De resultaten zijn in lijn met Net Promoter® Score* (NPS), de wereldwijde standaard op het gebied klant-loyaliteit.

Directness BV is in nauwe samenwerking met Philips Europa en de Verenigde Staten om continu de klant-beleving te verbeteren in de Online Shop en heeft CustomerGauge geleverd als middel om elke transactie te meten.

CustomerGauge biedt de mogelijkheid om ervaringen van klanten te kwalificeren en classificeren, en op- en aanmerkingen die in een open tekstveld ingevuld zijn te converteren naar statistische informatie die gemakkelijk kan worden samengevat om bijvoorbeeld directie-leden een goed beeld te geven van wat er leeft bij de eindgebruiker.

Philips heeft zich gecommiteerd aan Net Promoter als de organisatie-wijde benchmark voor klant-ervaringen.

Adam Dorrell, Managing Director van Directness BV zegt: “We hebben het afgelopen jaar nauw samengewerkt met Philips om te verzekeren dat we de behoeftes van de Philips Online Shop op dit gebied goed begrepen en we zijn zeer tevreden met hun keuze voor CustomerGauge om real-time meting te verrichten naar klant-loyaliteit en klant-beleving.

Over Philips Online Shop

De Philips Online Shop is een divisie van Philips Consumer Products, en is in 2005 gestart met als doel de Philips consument in Europa en de VS online een selectie producten te koop aan te bieden en daarmee een goede ervaring.

Over CustomerGauge

CustomerGauge meet loyaliteit met als doel het begrijpen van klant-sentiment. Het is geoptimaliseerd voor gebruik in e-commerce omgevingen en kan snel en organisatiebreed ingezet worden zonder investeringen in CAPEX of IT assistentie.

Een flash-tour en zelf-demonstratie is te bekijken op www.customergauge.com.

Directness BV is een software en adviesburo opgericht in 2006 door oud-directeuren van Sony en Dell en biedt aan grote merken expertise op gebied van marketing en verkoop aan eindgebruikers waarbij de klant central staat. Belangrijk is dan ook het ‘luisteren’ naar klanten. Ga voor meer nieuws, product- en bedrijfsinformatie naar www.directness.net of bel +31 (0)20 3312425.

Notitie voor niet-Engelstalige journalisten: “Gauge” \ˈgāj\ is een instrument voor het meten of aanduiden van hoeveelheden.

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Contact:

Camilla Scholten
Directness BV
Camilla.scholten@directness.net

*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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