Descriptions give the AI context to better understand aspects of your business to detect Topics more accurately.
For example if ‘Account-related Support' is mentioned in the comment, the description helps the AI understand the exact distinctions between ‘Customer Support’ and ‘Account Management’ at your organization to assign the correct topic(s).
Our pre-launch beta customers have seen a significant improvement in the performance of the Feedback AI when leveraging Descriptions.
New Responses Engagement Metrics
Whether you’re trying to determine if you’re surveying enough customers, receiving qualitative, actionable feedback, or seeing if your second reminders are helping boost your Response Rate,CustomerGauge has expanded our response engagement metrics to drive action!
By introducing 6 new metrics to leverage, we help boost your program to the next level! Here’s what’s new:
Unique Accounts: Are you reaching out to all the businesses you want to survey?
Unique Contacts: Are you reaching out to all your customers you want to survey?
Unique Respondents: Are the same people responding to your surveys, or is there variation?
Response Rate: What percentage of delivered surveys got responded to? (This metric was previously only available in combination with absolute metrics, and is now available as a stand-alone metric for focused reporting.)
Responses with Comments: How many responses were completed with a comment?
Comment Rate: What percentage of responses were completed with a comment?
These metrics are made available to the following widgets:
Responses Trend
Responses Combo
Responses Stacked Column
Responses Table
Responses Map
New Geographical View - Responses Map Reporting Widget
Understanding survey engagement across different regions is essential f or optimizing feedback collection and driving better response rates. That’s why we’re expanding our Geographical View Suite with the new Responses Map—a powerful visualization tool to track survey participation at a glance.
Ideal for Regional Heads and Program Owners, with the Responses Map, organizations can quickly identify areas with strong engagement and pinpoint regions where additional outreach may be needed. Hover over countries to reveal key response metrics, including:
Response Rate
Unique Respondents
Unique Accounts
Unique Contacts
Comment Rate
And more!
Like the NPS Map and Close-the-Loop Map, you can drill down into specific countries to analyze individual responses and trends. To ensure accurate mapping, please use ISO-3166 country codes in your survey data.
Enterprise User Access Management
For organizations leveraging Single Sign-On (SSO) and would want their users to have SSO only access, CustomerGauge has launched the capability to easily revoke direct access of ‘Direct Access & SSO’ users.
‘Revoking Direct Access’ is available in the Users section of the system and can be done either one user at a time, or in bulk up to 500 users in one go.
4 Feature Improvements
Reporting and Accessibility
The Reminder Delivered and Reminder Responses metrics now include Second Reminder Delivered and Second Reminder Responses.
Report Hub, including widget names and their descriptions, now comes translated in all the system languages.
The colors in the NPS Lifecycle reporting widget have been optimized and made more accessible, including making the ‘Grey Zone’ and ‘Unknown’ categories look more distinct from each other.
System Admin
The Duplication Rule can now be modified to any number of days. Previously, you could only select from a limited number of options.
3 Feature Fixes
Reporting
Solved an issue where NPS got rounded incorrectly in ‘grouped by’ reporting widgets, compared to non-grouped reporting widgets. There was a slight deviation between these widgets on how the 4th decimal got rounded. This was only noticeable in certain edge case reporting scenarios, depending on the exact reporting widgets and decimals involved at a given moment in time.
Solved an issue where the preview image for the Close the Loop Table widget was not being displayed.
User Management
Solved an issue where Admins were unable to edit certain particularly old user profiles.
Product Team
10 New Features
Feedback AI - Topic Management
We are enhancing our Feedback AI capability to provide more control to System Administrators to increase the accuracy of topic detection.
CustomerGauge has introduced the ability to add ‘Descriptions’ to Topics in your system.
Descriptions give the AI context to better understand aspects of your business to detect Topics more accurately.
For example if ‘Account-related Support' is mentioned in the comment, the description helps the AI understand the exact distinctions between ‘Customer Support’ and ‘Account Management’ at your organization to assign the correct topic(s).
Our pre-launch beta customers have seen a significant improvement in the performance of the Feedback AI when leveraging Descriptions.
New Responses Engagement Metrics
Whether you’re trying to determine if you’re surveying enough customers, receiving qualitative, actionable feedback, or seeing if your second reminders are helping boost your Response Rate,CustomerGauge has expanded our response engagement metrics to drive action!
By introducing 6 new metrics to leverage, we help boost your program to the next level! Here’s what’s new:
Unique Accounts: Are you reaching out to all the businesses you want to survey?
Unique Contacts: Are you reaching out to all your customers you want to survey?
Unique Respondents: Are the same people responding to your surveys, or is there variation?
Response Rate: What percentage of delivered surveys got responded to? (This metric was previously only available in combination with absolute metrics, and is now available as a stand-alone metric for focused reporting.)
Responses with Comments: How many responses were completed with a comment?
Comment Rate: What percentage of responses were completed with a comment?
These metrics are made available to the following widgets:
Responses Trend
Responses Combo
Responses Stacked Column
Responses Table
Responses Map
New Geographical View - Responses Map Reporting Widget
Understanding survey engagement across different regions is essential f or optimizing feedback collection and driving better response rates. That’s why we’re expanding our Geographical View Suite with the new Responses Map—a powerful visualization tool to track survey participation at a glance.
Ideal for Regional Heads and Program Owners, with the Responses Map, organizations can quickly identify areas with strong engagement and pinpoint regions where additional outreach may be needed. Hover over countries to reveal key response metrics, including:
Response Rate
Unique Respondents
Unique Accounts
Unique Contacts
Comment Rate
And more!
Like the NPS Map and Close-the-Loop Map, you can drill down into specific countries to analyze individual responses and trends. To ensure accurate mapping, please use ISO-3166 country codes in your survey data.
Enterprise User Access Management
For organizations leveraging Single Sign-On (SSO) and would want their users to have SSO only access, CustomerGauge has launched the capability to easily revoke direct access of ‘Direct Access & SSO’ users.
‘Revoking Direct Access’ is available in the Users section of the system and can be done either one user at a time, or in bulk up to 500 users in one go.
4 Feature Improvements
Reporting and Accessibility
The Reminder Delivered and Reminder Responses metrics now include Second Reminder Delivered and Second Reminder Responses.
Report Hub, including widget names and their descriptions, now comes translated in all the system languages.
The colors in the NPS Lifecycle reporting widget have been optimized and made more accessible, including making the ‘Grey Zone’ and ‘Unknown’ categories look more distinct from each other.
System Admin
The Duplication Rule can now be modified to any number of days. Previously, you could only select from a limited number of options.
3 Feature Fixes
Reporting
Solved an issue where NPS got rounded incorrectly in ‘grouped by’ reporting widgets, compared to non-grouped reporting widgets. There was a slight deviation between these widgets on how the 4th decimal got rounded. This was only noticeable in certain edge case reporting scenarios, depending on the exact reporting widgets and decimals involved at a given moment in time.
Solved an issue where the preview image for the Close the Loop Table widget was not being displayed.
User Management
Solved an issue where Admins were unable to edit certain particularly old user profiles.
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