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Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand. As 2017 is fast approaching, understanding which future investments and initiatives will earn you more promoters will come particularly handy, wouldn’t it? […]

Nokia Setting New Customer Experience Standards Unless you’ve been living under a rock, you probably know that over the last 5 years, things have not been great for the Finnish communications company, Nokia. Once the very company that defined the mobile industry, the tech giant’s delayed embrace of the smartphone revolution was one of the […]

So…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame? After you’ve done the foot work, sifting through all that data can feel like a daunting task. This is where text analytics comes into play. Text […]

Slack—Connecting Colleagues through the Fastest Growing Workplace Software At CustomerGauge, we use Slack on a daily basis to connect with our team. And, we’re not the only ones. Slack is one of the fastest growing workplace softwares at the moment—and that’s thanks in large part to a number of factors, include their use of NPS®. […]

“When you have eliminated the impossible, whatever remains, however improbable, must be the truth…”      Sherlock Holmes: The Sign of the Four (Sir Arthur Conan Doyle, 1890)     If you’re a fan of Sherlock Holmes stories, you’ll remember some of the methods that the fictional detective employs to dazzle his companion, Watson. Imagine being able […]

I don’t know about you, but every time I see an article about millennials I cringe. The word millennial just puts a bad taste in my mouth. For the sake of not driving everyone mad, let’s shorten that word up to “mills.”. Can we agree on “mills.”?  Who Are Millennials? According to Pew Research, mills. are the generation […]

In our How to Become an NPS Leader infographic (shown at the bottom of this post as well), we briefly cover the steps to a successful Net Promoter® (NPS) program. In this article, we’ll dig deeper into these “golden rules”, so to speak, for a foolproof NPS program—in the quest to become an NPS guru: Step […]

If you’re an NPS newbie (or just want to see what this title is all about), this guide should serve as a broad overview of NPS 101. It is by no means a detailed review, but it’s a good place to get you started (or at least mildly amuse you). The Part Where I Use […]

Light up a big cigar, and celebrate that your latest survey got 30% response! Well done – you followed all the best practice guidelines: Net Promoter® question, comment question, kept the survey short, sent reminders. It’s even in line with NPS® Benchmarks. Feel proud. For just a moment. Because you are suffering from Fewbris.  The […]

At CustomerGauge, we preach setting targets for metrics like NPS, response rate, close-loop KPIs, etc. As goal-setting is a very widespread practice across many industries, I thought I’d dive a little into my previous life as a teacher and talk about what the world of education calls “SMART” goals. So how do you know if […]

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