CustomerGauge

CustomerGauge is a software-as-a-service (SaaS) platform specializing in customer experience management, particularly for B2B enterprises. The platform focuses on leveraging the Net Promoter System (NPS) to help businesses measure customer loyalty, reduce churn, and drive revenue growth by integrating customer feedback with revenue metrics. CustomerGauge operates globally, serving clients across various industries such as consumer electronics, fashion, financial services, medical, and chemical sectors.

CustomerGauge was founded in 2007 by Adam Dorrell and Camilla Scholten, both of whom have backgrounds in marketing, IT, and consumer electronics. The company started from a kitchen table and has since grown to have a global presence with offices in Amsterdam, Boston, and a growing business in the Asia-Pacific region. Over the years, CustomerGauge has continuously developed its platform, releasing multiple versions and expanding its features to meet the evolving needs of its clients.

CustomerGauge has raised a total of $2.5 million over two funding rounds. The first round was a Series A in December 2015, and the latest round was an unattributed funding round in January 2020. Investors include Riverside Acceleration Capital and Newion Partners. As of the latest available data, the company's valuation was estimated between $10 million and $15 million in 2015.

CustomerGauge offers a comprehensive suite of tools designed to improve customer experience and loyalty. Key features include:

• Net Promoter Score (NPS) Surveys: To measure customer loyalty and satisfaction.
• Customer Feedback Management: Collects and organizes customer feedback.
• Closed Loop Feedback: Ensures customer issues are addressed promptly.
• Customer Journey Mapping: Visualizes the customer journey to identify pain points.
• Churn Prediction: Predicts and mitigates potential customer churn.
• Revenue Tracking: Integrates customer feedback with revenue data to highlight growth opportunities.
• Customizable Dashboards and Reporting: Provides real-time, customizable reports for different business needs.

CustomerGauge has not publicly disclosed any acquisitions. However, the company has significantly expanded its product offerings over the years. In 2023 alone, CustomerGauge introduced over 200 new product features, including the Frontline Suite, which aids frontline teams in incorporating customer feedback into their daily routines. This suite includes innovative tools like the Geocoding Map for visualizing customer engagement and loyalty, and Gaugie-AI, an AI-powered assistant for automating customer feedback responses.

Recent new features include:

• Frontline Suite: Designed to help frontline teams manage customer feedback more effectively.
• Geocoding Map: Visualizes customer engagement geographically.
• Gaugie-AI: An AI-powered assistant for automating responses to customer feedback.
• Next-Generation Survey Builder: Equipped with live editing and multi-language support for over 190 locales.

CustomerGauge promotes a culture of honesty, accountability, and transparency. The company values diversity and is committed to creating long-term relationships with its customers. Employees are expected to be business-focused, technically adept, and fanatically customer-obsessed. This culture is reflected in the company's approach to customer service and product development, emphasizing the importance of customer retention and satisfaction.

CustomerGauge serves a diverse range of clients, from small businesses to large enterprises, across multiple industries. The platform is particularly popular among B2B companies looking to improve customer retention and loyalty. CustomerGauge has a strong community of users who benefit from its comprehensive support and continuous product enhancements. The company also hosts events like Monetize! to engage with its user base and share insights on customer experience management.