All CustomerGauge Reviews
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Renan
Verified reviewer
Electrical/Electronic Manufacturing, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
Great tool for corporate NPS programs
Even before we had committed to use this software, the customer service team have provided great support for the implementation of the program. The tool itself is very easy to work with and we haev not had any major issue in the 3 years of experience.
PROSThis software have many great features like the possibility to standardize survey templates across large organizations, the workflow system which allows the organization to follow-up on customer responses and the great involvement and support provided by the customer service team from CustomerGauge.
CONSThe reporting features are limited to the settings from the tool and suggestions for updates may be subject to a list of other suggestions being recommended by other customers.
Reason for choosing CustomerGauge
Customer support and the main features of CustomerGauge have offset the other tools.
Reasons for switching to CustomerGauge
The other tool have not provided us with the necessary features for implementing a concise corporate program for customer feedback.
Kayla
Health, Wellness and Fitness, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed August 2020
CustomerGauge in Behavioral Healthcare
The reporting features in CustomerGauge as compared to our previous process is phenomenal. We're able to get so many insights into how parents perceive the care we're providing their children and families. The ability that CustomerGauge provides us to quickly and easily follow up with families has also been invaluable at strengthening trust and relationships with those serve.
CONSThe only trouble spot we've faced is the challenge with integration the appropriate information from our electronic record into the platform. Healthcare, behavioral healthcare in particular, is not a "common" industry that utilizes NPS, so there is a bit of a learning curve for us in knowing how to predict how our data should flow into the platform.
Reason for choosing CustomerGauge
We chose CustomerGauge over another product, because of singular focus on NPS, whereas other products had less of a strong focus on NPS despite offering additional features.
Grégory
Consumer Goods, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2020
CustomerGauge global roll out
Help us to roll out a common voice of customer process across countries / regions, provide for the first time internal benchmarking for NPS, CES, response rate just by refreshing a page !
PROSThe product is easy to use, implementation without integration is really fast, the closing the loop feature is really helpful to drive right action plans.
CONSMaybe to soon to tell but.. their is so many possibilities within the tool that we need time (and CG support) to know best how to use it. we have to test Analytics & Monetize features.
Reason for choosing CustomerGauge
For their flexibility, capability to build a partnership to help us to increase our Customer satisfaction (and not only provide a cheap solution).
Amanda
Financial Services, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
Great service & tech
We are getting better results from from our CG surveys than our previous system because of the way they handle key driver questions. Our support team is great! I once down-voted a help article when I couldn't find the answer to my question and I unexpectedly received a response back within 20 minutes with the answer I needed. I didn't even open a case or reach out. I am recreating that same experience in our service model!
PROSKnowledgeable team helps us maximize value from our NPS results. We have regular calls to discuss not just the results of the surveys, but what we are doing with the results to improve our business. The Salesforce integration helps us keep our results & followup process in one location.
CONSI find some of the reports & dashboards a little difficult to work with but our support team helped explain them and get us setup. It would be nice to be able to clone reports & dashboards you've already configured so you don't have to start from scratch.
Reasons for switching to CustomerGauge
We had vetted out CG 2 years ago and really liked the product as well as the training academy which ultimately is what drives the value behind NPS. It was outside our budget at the time and went with a cheaper product. CG reached out again and we were able to negotiate pricing that worked.
Brian
Telecommunications, 51-200 employees
Used less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
Customer Gauge
I have been happy with the support that [SENSITIVE CONTENT HIDDEN] had provided us in the last year and look forward to working with [SENSITIVE CONTENT HIDDEN] as we move forward
PROSI enjoy the ability to drill down into the reports to understand the customers view points in many ways, really limitless if you add the data you can sort by the data. it give more clarity to customer satisfaction by product, support group or even by Sales Representative. I also appreciate the ability to have the system escalate the detractors to our management team so we can follow up and keep a pulse on the success and areas to improve with our customer relationship
CONSI do believe that building campaigns if a bit complex at first. after you get sometime with it and more experience i expect it to become easier
Reasons for switching to CustomerGauge
limited functionality of the previous product it is really an entry level product
Gregory
Telecommunications, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2020
Great product and even better people
They are an exceptional company that works with their customers to continually make a better product. From the CSMs to the product team to senior level staff: everyone is amazing and cares about the issues YOU care about.
PROSI love the firefighting aspect. It allows us to look at customer reviews that need followup and establish KPIs around that followup.
CONSThe widgets and reporting are a bit clunky and take some getting used to.
Vendor Response
Hi Gregory, Thank you for your review. We really appreciate it! I've passed your feedback about the reporting to our Product team to connect with you and understand more. Many thanks, The CustomerGauge Team
Replied July 2020
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2020
Great tool
CustomerGauge has given us great support in the journey we are on, and helped us developing our programme
PROSIt's quite simple to use, as it is easy to introduce new users. Great reports
CONSI cannot think about anything, Anything we may not have liked in the past, has been included in new product updates
Vendor Response
Thank you so much for your review! We are happy to see you are pleased with our relationship and will do everything we can to keep it that way :)
Replied August 2020
Jerome
Renewables & Environment, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2020
Customer focus a race to win
Valuable
PROSEase of use, deployment, auto result reports, alerts, closed loop tool, dashboarding and reports.
CONSLimited closed loop tool functionality becasue only one is opened per survey. We have 5 primary drivers assigned to 5 functional areas of servcie. Each has a dedicated owner(team) supporting the follow up on each. It would be great if a "closed loop tool widget" was opened for each "primary improvement driver" that the customer selects. That way each team is resposible for closing their indicvidual follow up action item in the closed loop tool.
Reason for choosing CustomerGauge
Value and features.
Dan
Verified reviewer
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2017
Insightful, Useful NPS Application
CustomerGauge provides a high level metrics of one's NPS score across the dimensions that you choose - albeit a business unit, store or local geography. At a high level, the solution enables you to slice the data to get real insights as to how your business is perceived by its customers. CustomerGauage also provides a decent array of tools to handle customer feedback with customers and prompt customers to create reviews on third party websites. CustomerGauge is also backed by a great team that really are genuinely passionate about user experience, how to properly measure it and how to make it better.
CONSProcessing times on customer data upload isn't immediate, what they refer to as "data transport" (file upload of customer data) can take a few minutes to be processed.
Philip
Consumer Goods, 10,000+ employees
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2020
Great solution for a fast VoC implementation
The CustomerGauge team was very helpful and knowledgeable; they provided their expertise but took the time to understand and adapt to our particular situation instead of pushing their standard implementation. They helped us go live very quickly.
PROSRelatively simple to use and set up, great functionalities compared to other Customer Survey suppliers
CONSText analytics features, like for other survey suppliers, are not straightforward and require a significant resource investment to have it work properly.
Mike
Telecommunications, 51-200 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
CG gives you immediate Customer Feedback
Realtime reporting of customer experience.
CONSStruggle with setting up new survey's without assistance from CG.
Reasons for switching to CustomerGauge
Ability for real time data and for us to control the surveys and frequency of deployment.