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Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […]

Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […]

Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. Among many were their wireless headphones Apple now calls AirPods. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […]

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]

You’ll hear the word “customer-centricity” a lot from companies on the cutting edge of customer experience. And, in case you need reminding that such tactics pay off, look no further than the company Sciformix. This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […]

CustomerGauge is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS® 101 – why HPE Software started using NPS, the challenges it faced, frequency of surveying […]

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your….”,  to promote CX and NPS best practices. This week it’s all about surveys. I’ve seen a lot of companies who have invested in capturing customer […]

CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. His official position is Master Strategist, leading multiple analytical projects, driving strategy and innovation, and providing intelligent business insight. We […]

United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […]

CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]

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