CustomerGauge Features

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CustomerGauge allows organisations to measure loyalty, understand and respond to customers. It is a powerful web-based survey tool in three main parts that allow you get to Net Promoter Score® in the shortest time:

Surveying (and Survey Control)
Reporting and Analysis
Workflow and special features

Below is an overview of each part:

Surveying (and Survey Control)

Survey flexibility: The CustomerGauge survey system is Net Promoter Score based to help you fast-track your measurement need. It allows for extensive customised surveys in your organisation house style. Using multiple languages (including Chinese and Japanese) you can survey globally. Surveys are web hosted or can be provided for telephone agents. Reflecting the growth of mobile internet the surveys are compatible with most mobile platforms including iPhone.

Email invitations are sent automatically from the survey control system. In most installations, CustomerGauge is connected to the organisations CRM, support or e-commerce systems to provide a continual stream of transactional data. De-duplication and unsubscribe features are included as standard. Options include: automated reminder and “thank you” messages; mobile messaging (SMS).

Other optional features include: Survey conditional branching and customer self-select reasons.

Reporting and Analysis

Who are your most loyal customers? CustomerGauge shines when it comes to instant, real-time reporting of Net Promoter and Voice of Customer. A comprehensive dashboard showing most recent results is provided as standard.The aim is to make Net Promoter reporting simple and easy to understand by all levels in your organisation.

Analyse Net Promoter Score by multiple segments: Time period, geography, division, size of customer, product, service, agent, value of order or any other segment you can provide data on. Show trends to spot areas of improvements. Report on frequency of scores to review “0″ and “10″s. In the b2b edition, CustomerGauge helps you analyse enterprise customers by showing Net Promoter Score for individuals in various levels in the company (and comparing them to the norm).

Reporting Voice of Customer is a standard feature of CustomerGauge. Each customer comment can be instantly tagged at multiple levels to aid Root Cause Analysis. Translation functions help global organisations understand customer feedback worldwide. Identify common issues and provide examples of real customer comments, then show how issues change over time. A comprehensive search function allows any data or word combination to be easily extracted.

Daily, Weekly and Monthly reporting is automatic, and sent to the key people in your organisation that need to see customer feedback.

More details in recent news: Loyalty Spectrum Analyzer, CustomerGauge adds new ways to visualize Net Promoter Score, Reasons to be Cheerful, CG and The Recommendation Score of Things

Other optional features include: Pareto segmentation, testimonial publisher, repeating customer reporting, digital signage.

Workflow and special features

“No one got back to me…” is always one of the top customer issues. CustomerGauge helps you keep promises to customers by providing simple ways of alerting internal resources to negative customer feedback. Using the built-in workflow system, you can see at a glance how many issues have been closed, and the number still open. Call centre agents can access a limited subset of CustomerGauge features to allow them to action (and report on) issues. Integration with your organisations systems means CustomerGauge can become an extension of your CRM or support systems.

Also built-in are pre-filled email templates which allow you to give a personalised answer to issues in seconds.

Full export facilities are available to extract data 24×7.

Optional features: The CustomerGauge “Marketing Robot” helps you identify customers who may need to be “rescued”, or who will respond to additional offers for cross-sell or upsell. The system can automatically send trackable HTML emails that may result in increased sales, and show real ROI from this activity.

Customer Survey Portal: Available to add to your website: Product registration and survey tools.

Resources

Learn more about using CustomerGauge can benefit your organisation. Also see a full version of features: CustomerGauge Project Deliverables Document (Typical reports etc) (May 2009) – pdf 5Mb