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When discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden. In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]

Is your company spread across continents, countries, divisions or multiple offices? Are you struggling or spending a lot of time trying to get actionable reports out in the face of so much data? If your answer is yes—then hierarchical reporting is the answer for you. Hierarchical reporting enables companies to get more detailed insight into […]

New techniques to get Millenials responding to NPS questions “I would never give a 10 on a survey” says Mingus Donovan, who describes himself as the “Dream Alchemist” of the Boston-based startup, Beacon Hill Knife Sharpening Co-operative. “I don’t care how pimp or fire the service is, there’s no way I’d say I would recommend […]

In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In our recent white paper, Next-Generation […]

Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team. This month I was invited, along with our Customer Success Manager, Andrew […]

Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […]

We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting.  The CustomerGauge KPI Dashboard is a must have for all Program Managers. It will give you and your organization […]

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […]

Co-founders Adam Dorrell and Camilla Scholten, along with our other product team leaders, give us a “behind the scenes” look at how they used Voice of the Customer (VoC) to inform their biggest release to date—CustomerGauge 4.0. Learn more about the all-new Report Hub in our other blog post, or check out the press release […]

I’m sure you’ve heard the phrase “It’s about the journey, not the destination.” Before you say “spare me hippie,” reflect on that statement for a minute. So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Here’s the thing though: your job doesn’t end when the […]

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