CustomerGauge first with full API support for Net Promoter

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.

Developers can start directly with our documentation. To understand more about how CustomerGauge can be integrated with other systems, contact us.

The Ins and Outs of CustomerGauge: Using our API to build out your loyalty platform (webinar)

Introduction to CustomerGauge API

Free webinar: Learn how CustomerGauge can integrate the Net Promoter® Score into your company’s systems

11 October 2011

Tuesday 11 October 2011 – 17:00 Amsterdam / 16:00 London / 10:00 New York (EST) – Register Now

In this short webinar, you will learn how CustomerGauge can be integrated with enterprise systems: CRM, e-commerce, websites, ticketing systems, and social social media using our simple to use Application Programming Interface (API).

We will show you how to get data IN to CustomerGauge using examples from e-commerce and CRM systems to trigger Net Promoter Score surveys, and then show how to get scores, comments and other information automatically OUT.

Using examples of Salesforce.com, Twitter etc we can show you how to build an automated solution using the CustomerGauge platform – we even build a sample application that you can install on your systems afterwards.

The webinar will have enough detail for developers but also technically-minded marketers should find the concepts easy to follow.

Limited places – confirm your place now

CustomerGauge Out: XML Comment and Net Promoter Score API

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

Available Fields

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

Security

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

Username: myfeed

password: mypass

Using the API – PHP example

Example using PHP:

<? 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);

curl_close($ch);

echo $output;

?>

Once configured, you can test it using a testing page:

Testing page: https://www.cg-express.com/test/CurlPassword.php

API Format:

<?xml version=”1.0″ encoding=”UTF-8″ ?>

<channel>
<title>CustomerGauge Comment API</title>
<description>CustomerGauge API</description>
<link>https://www.c1-gauge.com</link>

<item>

<title>10</title>
<link>https://www.c1-gauge.com/sites/categorising.php?RAND=145XXXXXXX/link>
<description>The whole experience buying was easy &amp; stress free.  My headphones arrived swiftly &amp; 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 &amp; despite needing a couple of new flexes over the years has never once let me down.  Well done Acme!</description>
<translatedComment></translatedComment>
<country>UK</country>
<channel>Public</channel>
<store>Acme Online Shop</store>
<commentDate>2010-08-06 </commentDate>
<pubDate>2010-07-20 17:27:13</pubDate>
<category>AcmeSHS390/10;</category>
<source>Testimony for customer ID 145XXXXXXX from Acme Online Shop, powered by CustomerGauge</source>
<guid>https://www.c1-gauge.com/sites/categorising.php?RAND=145XXXXXXX</guid>

</item>

…etc

Please contact us for details on help with setting it up and configuring.

CustomerGauge In: B2C Data Import Formats (XML, XLS, TXT)

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.

Methods:

• 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)

Available formats:

• 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.

Fields

We can accept just a few fields if available. Mandatory fields are:

• Email
• SKU
• order_value
• date_of_order

However, most clients send a very rich feed. If you can supply, we can accept around different 20 segment fields (and report on them).

Pre-Built Connectors

We already have pre-built connectors for many systems including SAP, DigitalRiver, Magento etc. Please enquire on how we can help you.