99 Problems (But Data Ain’t One): How CustomerGauge makes it simple to input data, and an API update
To paraphrase Mr Jay-Z: “I have encountered nearly 100 difficulties, but loading my data into CustomerGauge cannot be counted among them”. We can help you get your data in shape to measure Net Promoter.
We offer multiple ways you can format the data – starting from a simple spreadsheet to a complex XML feed.
We can take in the data in a variety of ways – from emailing it to us (fine for a small project), loading directly into CustomerGauge, or a full integration using our API.
Details are here, now conveniently in our support section.
API v1.1.7 – now with Workflow
We just updated our API documentation to include methods of extending our firefighting workflow system. This makes our workflow tool very powerful – it allows you to pull out the status of workflow (open/closed/in-progress, plus all the notes and date information), and also to remotely update the workflow.
So if you are using an external issue tracking system like Remedy or RightNow; or CRM system like Salesforce you can do a very neat tie-up with CustomerGauge.
An example might be a transaction-triggered survey in CustomerGauge, then using Remedy to solve the customer issue. All the analytics and reporting are in CustomerGauge, problem is solved in Remedy. Alternatively CustomerGauge can serve as the Net Promoter measurement tool for your helpdesk.
This API can bring Net Promoter measurement into all of your forward facing customer systems – API 1.7.1 details here.
CustomerGauge is now available with a full range of API (Application Programming Interface) methods to connect to enterprise systems, so now it’s simple to connect to ERP, CRM, BI and e-commerce systems and measure Net Promoter® Score. It is the first fully automated Net Promoter Score platform with an enterprise level API.
Using the API, CustomerGauge clients have already been able to integrate service-request systems, IVRs and other enterprise systems to contact customers and measure NPS in real-time, feeding results directly back into corporate systems.
One client uses the API to send customer details to CustomerGauge as soon as an agent hangs up the phone, and within two minutes the same customer receives an email survey to gather a score and a comment. The results of this activity have pushed response above 50%.
Another client is using the API to push customer issues directly into Salesforce.com in order to “Close the loop” with the wider organisation.
And another client is using multiple platforms to survey, including graphically based iPad systems, all based on communicating results to CustomerGauge with our secure API.
These CustomerGauge platform integrations are simple and quick to implement, and mean that NPS can be easily rolled out across organisations by connecting with diverse IT platforms.
CustomerGauge announces integration with Salesforce.com – now you can effectively survey contacts from Salesforce and add survey results and firefighting activities right in your database.
(view our 4 minute video on CustomerGauge to Salesforce.com® integration)
As Salesforce.com users ourselves, we have long wanted to find a way to get Net Promoter® scores and comments from our own CustomerGauge surveys into the Salesforce.com system. Two years ago it seemed a little daunting with their APEX language but with the recent addition of REST to Salesforce we now have an excellent and reliable way of doing this, using their web services interface (SOAP / REST API ).
- Attach a Net Promoter Score and comment from a completed CustomerGauge survey to the right record in Salesforce.com (it adds an Activity – you can see this in the video)
- Create a “Case” containing the relevant customer comment and other information in Salesforce.com so that existing CRM workflow in your system can be used (you can also see this in the video)
- Export from Salesforce.com – Using our survey “Fire-Fighting” functionality we are able to trigger Salesforce.com to export selected records to CustomerGauge automatically (more on that in a future post)
We have added some custom fields in Salesforce to show NPS.
We would be delighted to show you how it works, and help you to try it yourself by using development accounts on Salesforce.com and CustomerGauge.
Getting data into CustomerGauge is simple – we cover major data formats including CSV, TXT, Excel/Google Spreadsheet XLS format or XML. Transport mechanisms inlcude email, FTP, API or in-application upload. This means that we can take data from almost every CRM system, including Salesforce.com, SAP CRM, SugarCRM, Siebel and Microsoft Dynamics. Alternatively, we can take transactional data straight from popular e-commerce systems including DigitalRiver, Magento, automating the upload so it happens in the background every day.
If that doesn’t fit, our development team have almost certainly got a plug-in that can be customised to fit your application.
When you are ready to measure Net Promoter Score we are ready to assist.
Also, see more on the file details in this post: CustomerGauge In: B2C Data Import Formats
This is v1.0 of our standard CustomerGauge XML comments and Net Promoter® Score API (Application Programming Interface). We have made it as simple to use as possible for widest possible use. See also our other feed documentation on our support page.
Using the XML API
You could use this to:
- display comments on intranet or external sites
- update internal systems and dashboards
- update CRM systems with score and comment using customer number as lookup
We provide in the feed as standard:
- Net Promoter Score (0 – 10)
- Customer Comment
- Translated Comment
- Customer Reference Number
- Various segments (country, store, channel)
- Date of comment/Score
- Product SKU (if available)
- Useful plain-english description of feed source if re-used in other places
- Date of feed
- Link to comment detail page in CustomerGauge
It is available in secure mode (default) or open (no security). We are able to simply configure it depending on frequency of update and security needs.
Standard feed is secured with User Name and Password, using CURL in PHP or similar.
URL example: http://www.c1-gauge.com/sites/RSS/xxxFeedSecure.xml
Using the API – PHP example
Example using PHP:
$ch = curl_init();
$user = ‘Acme’;
$password = ‘Acme1FeedExample’;
curl_setopt($ch, CURLOPT_URL, “http://www.c1-gauge.com/sites/RSS/AcmeFeedSecure2.xml”);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, true);
curl_setopt($ch, CURLOPT_USERPWD, “$user:$password”);
curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_ANY);
$output = curl_exec($ch);
$info = curl_getinfo($ch);
Once configured, you can test it using a testing page:
Testing page: https://www.cg-express.com/test/CurlPassword.php
<?xml version=”1.0″ encoding=”UTF-8″ ?>
<title>CustomerGauge Comment API</title>
<description>The whole experience buying was easy & stress free. My headphones arrived swiftly & are comfortable to use. I am a great fan of Acme as I am still using the iron I was given as a wedding present in 1971. It has been in use daily & despite needing a couple of new flexes over the years has never once let me down. Well done Acme!</description>
<store>Acme Online Shop</store>
<source>Testimony for customer ID 145XXXXXXX from Acme Online Shop, powered by CustomerGauge</source>
Please contact us for details on help with setting it up and configuring.
We provide several ways to take data out of CustomerGauge and display in Real-Time.
- RSS XML feed (described below)
- Twitter Feed
- XML API (documentation coming soon)
- Real Time Display board in browser
RSS XML Feed
The RSS feed is ideal for a simple feed of customer comments for a testimonial feed, external website or intranet application. In this format only comment, score and date is given, so it can be reasonably widely published. No customer attributable data is published (unless revealed in comment box).
For more flexible feeds we recommend our XML API feed (documentation available soon).
The RSS feed file is generated each hour. It always shows 10 comments (the last 10 comments left, sorted by most recent). The number of comments can be adjusted on request.
Feed shows NPS Score, Comment, Date Comment Left
NPS score: <title>10</title>
Comment: <description>Great service. Thanks</description>
Date comment left: <pubDate>2010-04-13 08:04:26</pubDate>
Standard feed is secured with User Name and Password. You can put in a user name/password on most readers. For automated applications (intranet feeds etc) you would use CURL at your feed reader to access.
<title>CustomerGauge Comment Feed</title>
<description>Intranet Comment Feed</description>
<description>Great service. Thanks</description>
<source>Comment for customer ID xxxx from xxxxxxxxx Online Shop, powered by CustomerGauge</source>
Please send comments to API@directness.net
How to format data for import into CustomerGauge b2c
You can format data in several ways for CustomerGauge. For the b2c application, it is expected that there will be an automatic upload each day or week.
- FTP (you automate sending of file to our Secure FTP site) - preferred
- Email (we supply a special email address for you to send the file to)
- Manual import (from within the CustomerGauge application you can upload a file)
- API – one transaction at a time (used for checkout or similar) or multiple record upload (coming soon)
- XML – preferred (DOWNLOAD example CustomerGaugeImportTemplateJune2010xml.txt) – updated 22 June 2010 with multiple ITEMs per RECORD
- CSV or TXT (see XLS download)
- XLS (DOWNLOAD CustomerGaugeImportTemplate22Mar2010.xls)
- within API (coming soon)
Typically the data file used is from an e-commerce system. Records are sometimes formatted as multiple lines per sales order (if more than one item per line). We can adjust the import template to account for that. CustomerGauge “de-duplicates” data, so you need not worry about sending a file twice.
We can accept just a few fields if available. Mandatory fields are:
However, most clients send a very rich feed. If you can supply, we can accept around different 20 segment fields (and report on them).
We already have pre-built connectors for many systems including SAP, DigitalRiver, Magento etc. Please enquire on how we can help you.