CustomerGauge Features

CustomerGauge net promoter score software features

CustomerGauge allows you to measure loyalty, understand what drives it and respond in real-time to your customers. It is a powerful web-based, Net Promoter Score aware feedback tool in three main parts that allows you to implement your Net Promoter Score® process in the shortest time.

1. Surveying and Survey Control

CustomerGauge is a fully Net Promoter Score aware multi-channel survey delivery and data collection platform.

  • Net Promoter Score aware: This ensures that you can fast-track measurement implementation.
  • Custom branding: Supports customised look and feel for the survey to adhere to your organisation branding needs.
  • Multi-lingual: Has built in multi-lingual support to deliver surveys in multiple languages from the same platform, at the same time. Extended character sets are supported allowing surveying in Asian languages.
  • Multi-channel: Surveys are web hosted and respondents can be invited via SMS, email, mobile handset, in-store kiosk, or filled in by telephone agents.
  • Mobile support: Surveys are compatible with most mobile platforms including iPhone.
  • CRM/e-commerce system integration: Automated data exchange with your CRM, or e-commerce system geneates a continual stream of automated customer feedback invitations.
  • Full email management functionality: Email invitations are sent automatically from the survey control system. De-duplication and unsubscribe features are included as standard. Options include: automated reminder and “thank you” messages; mobile messaging (SMS).

Advanced features: other optional features include survey conditional branching and customer self-select reasons.

2. Reporting and Analysis

Data collection without analysis is a wasted effort.

CustomerGauge integrates NPS aware reporting and root cause analysis tools deeply into the system. With the one tool you can survey, report and analyse your customer feedback stream.

Who are your most loyal customers? CustomerGauge shines when it comes to instant, real-time reporting of Net Promoter and Voice of Customer. A comprehensive dashboard showing recent results is provided as standard. Net Promoter reporting is made simple and easy to understand at all levels of your organisation.

Reporting and analysis options include:

  • Segment based reporting: Net Promoter Score by multiple segments, time period, geography, division, size of customer, product, service, agent, value of order or any other segment on which you can provide data. CustomerGauge will help you to quickly spot trends and areas for improvement that may have lain hidden for years.
  • Company aware: If you operate in a Business to Business market, CustomerGauge helps you analyse enterprise customers by reporitng and analysing Net Promoter Score for individuals, groups and companies.
  • Voice of the Customer: Reporting Voice of Customer is a standard feature of CustomerGauge. Each customer comment can be instantly tagged at multiple levels to drive Root Cause Analysis.
  • Real-time translation: Translation functions give real-time translation of comments to help you understand customer feedback worldwide. Identify common issues and provide examples of real customer comments, then show how issues change over time.
  • Search: A comprehensive search function allows any data or word combination to be easily extracted.
  • Automated reporting: Daily, Weekly and Monthly reporting is automatic, and sent to the key people in your organisation that need to see customer feedback.
  • Data export: Full export facilities are available to extract data 24×7.

Other optional features include: Pareto segmentation, testimonial publisher, repeating customer reporting, digital signage.

3. Workflow and special features

Service recovery is an immensely powerful way to drive deep customer loyalty in your organisation. “No one got back to me…” is always one of the top customer issues.

CustomerGauge helps you keep promises to customers by immediately alerting internal resources to negative customer feedback.

Using the built-in workflow system, you can see at a glance how many issues have been closed, and the number still open.

Call centre agents can access a subset of CustomerGauge features to allow them to action and report on issues. Integration with your organisations systems means CustomerGauge can become an extension of your CRM or support systems.

The optional CustomerGauge “Marketing Robot” helps you identify customers who may need to be “rescued”, or who will respond to additional offers for cross-sell or upsell. The system can automatically send trackable HTML emails to drive increased sales, and ROI.

Request Live Demonstration

If you would like a live demonstration of the CustomerGauge software just let us know below.

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Client Testimonials

Hear from clients who have used our services.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

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