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Knowledge Base
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Knowledge base
The Basics
The Basics
1
How is NPS calculated?
8 steps to success with CustomerGauge
9
Before you start
Step 1: Set up your campaign
Step 2: Prep your data
Step 3: Rally your team
Step 4: Launch your campaign
See all 9 articles
Best Practice Guides
3
Best practice for invitation emails
Optimal surveying: our standard questions
Defining your self-select reasons (drivers)
System Requirements
1
Browser Supported
Manage your campaigns
Campaigns
7
Delivery Manager (Introduction)
Automated Campaigns
Manual Campaigns
Anonymous Campaigns
SMS FAQ
See all 7 articles
Rules and Filters
4
Recipient Filters
Sending Analytics
Duplication Rules
Use Gmail for Testing when Duplicate Checking is On.
Template Editor
7
Template Editor
Piping Data Into the Invite Email
How to set up a SMS campaign
Changing the survey link image
Emails FAQ
See all 7 articles
In-App/Pop-up Surveys
3
How to work with pop-up surveys and CustomerGauge
Creating a pop-up survey using Wisepops and CustomerGauge generic survey link
Pop-up survey using SatisMeter Integration
Template Inspiration: Touchpoints
7
Pre-invite Email Template
Invite Email Template
Reminder Email Template
Thank You Email Template
Customer Support Email Template
See all 7 articles
Template Inspiration: Employee Experience
3
Candidate Application Email Template
New Hire Onboarding Email Template
eNPS/VoE Email Template
Survey Builder
13
Editing a Survey
Uploading a Survey Logo - New Improvements
Customise your survey layout with CSS
Unsubscribe Page
Widget List - Survey Builder
See all 13 articles
Other Survey Vectors
1
Collecting feedback via Survey Links
Reports
Dashboards
3
Personal Dashboards
Configuring your Landing Dashboard (incl. video)
Dashboard Tabs
By CustomerGauge - Standard Reports
11
Standard Reports Overview (incl. video)
Benchmarks
NPS Report
Responses Report
NPS by Segment
See all 11 articles
Creating & Editing Reports (By Users)
9
Report Hub - All you need to know (Video)
Copy Report (video)
Create a New Report (video)
Creating a Report - Designer Tab
Creating a Report - Settings Tab
See all 9 articles
Responses Reporting
5
Responses: Response Rate
Responses: Response Rate Target
Responses: Responses Table
Responses: Non Responses Widget
Responses: Responses Trend
NPS Reporting
7
Add a Widget - NPS Data Source
NPS: NPS Score
NPS: NPS Target
NPS: NPS Summary
NPS: NPS Trend
See all 7 articles
Drivers Reporting
2
Add a Widget - Drivers Data Source
Drivers: Drivers Value - Bar chart visualization
Tags Reporting
4
Tags: Table
Tags: Scatter Chart
Tags: Tags Summary visualization
Tags: Sentiment Breakdown
Close the Loop Reporting
9
Close the Loop: My Cases
Close the Loop: Close the Loop Score
Close the Loop: Close the Loop Summary
Close the Loop: KPI Summary
Close the Loop: Close the Loop Rate
See all 9 articles
Data Transport Reporting
5
Data Transport
Direct Replies
Data Transport: Delivery Details
Data Transport: Delivery Stats
Data Transport: Delivery Trend (Line chart & Table)
Reviews, Upload and Misc Reporting
3
Add a Widget - CES, CSAT, RATING, Additional Comments
Add a widget - Upload & Misc
Reviews Data Source
Overall Settings
5
On-the-fly Settings
Schedule Email Dispatch & Email Report Preference
Hierarchy Filter
The meaning of SMA on the reports
Drill-Downs on Charts
Reporting Gallery
8
Inspiration: Text Analytics Reports
NPS (Basic) Reporting Widgets
Inspiration: Program Director Suite
Driver Diagnostics Reporting Widgets
Text Analytics Reporting Widgets
See all 8 articles
Features
Export
3
Export Engine
Export Responses List
Exporting Account Details (revenue, response etc)
Search Functionality
1
Search Function
Digital Signage
6
Setting up Digital Signage v3 Video
How-To presentation, CustomerGauge Digital Signage
How to change the colours in DigiSigns
Digital Signage Shows "No Permissions to View This Feature"
Digital Signage FAQ
See all 6 articles
Customer Details Section
1
Tags Feature
Menu
3
Report Hub Sections (video)
Pinning Down the Menu (video)
CustomerGauge v4.0 - User Role Video
System Admin
12
Data Administration: Manage Accounts
Data Administration: Delete Single Record in CustomerGauge
Data Administration: Delete File
Data Administration: Update Required Contacts
System Settings: Managing the Close-the-Loop Experience
See all 12 articles
Text Analytics
1
Text & Sentiment Analytics Introduction
Close the Loop
Close the Loop - Fire Fighting
3
Close the Loop — How to use Fire Fighting
Task Details
Case Tracking Report
Escalation Emails
3
Escalation Options
Customizing Escalation Email Content
One-Touch Firefighting
Workflow Manager (beta)
2
Introduction: What is the Workflow Manager?
Setting up Notifications for New Email Bounces
Data Input & Output
Data Import - General
8
Overview
Which survey data should I upload?
Data File Requirements For Success
Country Codes
Language codes
See all 8 articles
In-App Upload
7
Import Data - Transactional Data (incl video)
Import Data - Contact List
Import Data FAQ
Diagnosing "Failed to Deliver" statistics
Imports - Uploading Accounts and Account Aliases
See all 7 articles
SFTP
3
SFTP File Upload System
Windows SFTP Support
How to connect to the SFTP server
API
Getting Started with APIs
6
Introduction to API 4.1
Overview of 4.1 APIs
Using API 4.0
Switching API version from 4.0 to 4.1
Authenticating using OAuth2
See all 6 articles
4.1: API Directory
10
File APIs
Stream APIs
Transactions APIs
Reasons APIs
Workflow APIs
See all 10 articles
4.1: Full List of all APIs
45
File - GET Revenue
File - POST Revenue
PUT Activities
[DEPRECATED] PUT Accounts
PUT Contracts
See all 45 articles
Integrations
Integration (In-App Business User Version)
16
List of Available Integrations
Integration: Before you start
Integration: Authentication
Integration: Fields to pull
Integration: Pull criteria
See all 16 articles
Single Sign On
2
AWS Cognito SSO Single Sign On IDP Attributes
Single Sign On (SSO) with SAML 2.0
Salesforce Integration
1
Overview
Webhooks
4
What are Webhooks?
Webhook: Adding Platform/Login Usage Activities from Pendo.io
Webhooks: Adding Support Ticket Activities from Zendesk
Webhook: Adding Support Ticket Activities from Freshdesk
Slack
1
Slack Integration: Email Alerts and Automated Dispatched Reports
Microsoft Teams
1
Microsoft Teams Integration: Email Alerts and Automated Dispatched Reports
Zapier Integration
16
Getting Started with the CustomerGauge Zapier App
Authenticating to CustomerGauge's Zapier App
Using the "Update/Create Activity" Action
Using the "Send Survey Invitation" Action
Using the "Upload Survey Response" Action
See all 16 articles
Embedded Survey
1
Capturing Net Promoter responses from FreshDesk and other Helpdesk systems
Zendesk Integration
1
Zendesk Integration via HTTP Target Guide
Bazaarvoice Integration
0
Admin
User Management
5
User Roles
Logging into your CustomerGauge System
How to Unblock a User
Changing your password
What about CustomerGauge uptime?
Data Access
2
Hierarchy
Data Access Restriction
Security
4
The IP White List
Security: IP-Address Restricted Access to CustomerGauge
Common Login Issues and their Resolution
Wild cards in the IP Addresses
Security & Privacy
Security
5
CustomerGauge Information Security Plan
Privacy Standards and HIPAA Compliance
Process for GDPR/CCPA Data Privacy Request and Deletion Certificate
GDPR: How to anonymize a customer record in CustomerGauge via API
GDPR: How to anonymize a customer record in CustomerGauge via Data Administration
Service Level Agreement (SLA)
1
CustomerGauge Service Level Agreement
News and Updates
Release Notes / Maintenance Update
1
Our Release Notes have found a new home!
Miscellaneous Articles
1
50 Common Questions in Account Experience RFPs
eNPS
Employee Net Promoter (eNPS) Solution
1
How can I be sure that my survey response is REALLY confidential?
Community forums
Showing recent updates
Product Updates
Release Notes
102
CustomerGauge Release Notes v4.83 - Released 24 February 2021
Posted by
Product
,
40 minutes ago
Last Reply
by Product
40 minutes ago
CustomerGauge Release Notes v4.82 - Released 10 February 2021
Posted by
Product
,
14 days ago
Last Reply
by Product
14 days ago
CustomerGauge Release Notes v4.81 - Released 27 January 2021
Posted by
Product
,
28 days ago
Last Reply
by Product
28 days ago
See all 102 topics
Community
Community Updates
1
5 Reasons to Attend Monetize! Amsterdam
Posted by
Freshdesk Admin
,
about 2 years ago
Last Reply
by Freshdesk Admin
about 2 years ago