The CustomerGauge Product and Engineering Team have been hard at work transforming the way our customers leverage customer feedback data.
This quarter, we've focused on delivering powerful features that enhance user management, AI-driven insights, and reporting capabilities.
We’ve reimagined text and sentiment analysis through GaugieAI's Suite of capabilities, introduced geographical decision-making views, and even expanded our platform's global accessibility with support for 14 languages.
And to think we’re just getting started.
Let’s dive in!
CustomerGauge’s New Features & Feature Improvements
Single Sign-On Enhancement
We've introduced new and enhanced features to support a more robust Enterprise User Management system with our Single Sign-On (SSO) capabilities, providing seamless and secure access for your entire organization.
Key improvements include:
Introduction of the concept of “user groups” to help with making it easier to manage high volumes of users and their various data access configurations
Clearer controls for IDP-managed user attributes vs. CustomerGauge-managed user attributes and the ability to keep IDP-managed attributes “in sync” and reflective of any updates made on from the IDP
Ability to create users with “SSO-only” access and ability to revoke direct (non-SSO) access for users who had previously configured it. This gives organizations more control over how their users can gain access to the CustomerGauge system!
Additional user interface and experience improvements for both system admins configuring the SSO set-up, as well as the users being given access to CustomerGauge
Close-the-Loop AI Assistant
Our AI Assistant has undergone a significant transformation, now offering advanced format extraction, where users can receive response recommendations exactly how your team follows up with customers. Whether it's through email or a phone call script, the choice is yours.
Additionally, our AI Assistant now offers intelligent business flow integration, contextual understanding of customer feedback, and automated insight generation and action recommendations.
👉 Want to learn more about GaugieAI’s close-loop capabilities? Head to our Guide!
Feedback AI Assistant
Customer feedback is a goldmine of insights, but making sense of large amounts of unstructured feedback requires more than traditional methods.
That’s why this last year we introduced the Feedback AI Assistant: an AI-powered tool designed to transform raw customer data into revenue-generating actions.
With our all-new enhancements made this quarter, you can take complete control of your feedback ecosystem using the Feedback AI Assistant through:
Granular topic management
Customizable descriptions for optimized topic assignment and understanding
Advanced security and privacy controls
Ad hoc corrections or topic additions for more nuanced comments
💡We cover everything you need to know about the newest Feedback AI Assistant in our Guide here.
Response Engagement Metrics
We've introduced the Response Quality Index (RQI), a breakthrough in understanding the quality of customer feedback depth at a quick glance.
Additionally, we’ve unlocked some previously “hidden” insights by surfacing the Unique Accounts tracking, and granularity on Unique Contact responses as well.
Now, you can take a deeper look at survey driver engagement metrics by understanding the exact percentage of survey responses received with at least one driver selected!
Reporting Evolution
In addition to the metrics above, our reporting suite now offers unprecedented flexibility and insights in the form of some powerful new reporting widgets:
- Loyalty Movement Tracking
Visualize customer sentiment shifts (on both individual contact, account, AND revenue levels)
Identify if your actions are effective in impacting higher loyalty
- Comments Widget
Now, with a dedicated table view as a standalone widget — this is the first of many iterations users can expect!
Drill down into qualitative feedback
Real-time comment analysis
- Side-by-Side Reporting
Consolidate data analysis that previously required multiple widgets to achieve in a more comprehensive view
Benchmark performance easily by comparing against a common, higher-level segment
- Flexible Y-Axis Controls
- Customize visualization parameters
- Adapt charts to your specific analysis needs
Geographical View Tool
Our newest release, the Geographical View Tool, transforms how you visualize customer feedback across different regions.
This view transforms “boring” data tables or bar charts into an intuitive, color-coded visualization organized by key program metrics such as loyalty (Net Promoter Score), response engagement, and close-the-loop rate for executives to grasp performance indicators across their global operations.
Our tool instantly identifies geographical trends, pinpoints areas requiring attention, and makes data-driven decisions based on regional performance metrics—all within an intuitive visual framework that makes complex data immediately actionable.
🌍 Check out Instant Global Insights With CustomerGauge’s Geographical View Tool
Next-Generation Email Reports
CustomerGauge’s latest email reporting system provides personalized insights that prioritize the most relevant information for each stakeholder. And much like our “Side-by-side” reporting widget, it allows for a more consolidated view while still providing as much data – or more – in a single view.
Streamlined PDF and PNG report formatting ensures perfect viewing across all devices, while one-click capabilities let recipients instantly explore areas of interest in more detail if desired.
This release transforms standard email reports into engaging, actionable intelligence tools that drive increased engagement and faster decision-making.
Here’s what you can expect with our next-generation email reports:
- Dynamic, interactive email reporting that allows for custom-created reports to be sent out on a daily, weekly, monthly or quarterly basis to CG users
- Delivery of personalized insights
- More control over report design, with the ability to view reports “exactly as they appear” when seen in the CustomerGauge platform directly
- One-click deep dive capabilities
Localization and User Experience
We're proud to announce full localization support with 14 system languages, creating a truly global platform that speaks your customers' language!
The enhancement goes beyond basic translation to deliver a fully translated interface with locale-specific formatting that honors regional preferences.
The result is a seamless experience across all languages, including our most-recent additions:
Vietnamese
Polish
Greek
…and 11 additional options!
This localization initiative ensures that every user, regardless of location or language preference, enjoys the same powerful, intuitive experience with nothing lost in translation.
See Q1’s Feature Releases Live in Our Platform
Our feature updates are just as significant as our new features, providing extra attention to areas of our platform customers love — head to our release notes to read through the full list of feature updates.
Now that you’re caught up, ready to see them live?
Q1’s feature releases are fuel to continue enabling businesses to make more informed, customer-centric decisions in 2025 and beyond.
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