Discover. Learn. Grow.

The Basics 1

• How is NPS calculated?

Search Functionality 3

• Search
• Search - Responses
• Search - Non Responses

Best Practice Guides 3

• Best practice for invitation emails
• Optimal surveying: our standard questions
• Defining your drivers

System Requirements 1

• Supported Browsers

Campaigns 11

• Delivery Manager (Introduction)
• Automated Campaigns
• Manual Campaigns
• Anonymous Campaigns
• SMS FAQ

See all 11 articles

Rules and Filters 4

• Recipient Filters
• Sending Analytics
• Duplication Rules
• Use Gmail for Testing when Duplicate Checking is On.

Template Editor 8

• Template Editor
• Piping Data Into the Invite Email
• How to set up a SMS campaign
• Changing the survey link image
• Editing logos on Templates and Surveys

See all 8 articles

Survey Builder 14

• Editing a Survey
• Uploading a Survey Logo
• Customise your survey layout with CSS
• Unsubscribe Page
• Widget List - Survey Builder

See all 14 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

Other Survey Vectors 3

• Collecting feedback via Generic Survey Links
• Generic Link Surveys for unknown contacts in Relationship Survey "Share" option
• Distributing CustomerGauge Unique Survey Links via your own Delivery Mechanism (e.g. WeChat/WhatsApp)

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

Employee Net Promoter (eNPS) Solution 1

• How can I be sure that my survey response is REALLY confidential?

Close the Loop 3

• Closing the Loop in CustomerGauge
• Cases Overview
• Cases Tracking

Escalation Emails 3

• Escalation Options
• Customizing Escalation Email Content
• One-Touch Firefighting

Workflow Rules 3

• What is Workflow Rules?
• New Email Bounces Alerts / Notifications
• Lack of Response Alerts

Dashboards 2

• Personal Dashboards
• Favorite Reports

By CustomerGauge - Standard Reports 11

• Benchmarks
• Data Transport
• NPS Report
• Responses Report
• NPS by Segment

See all 11 articles

Creating & Editing Reports 4

• Creating a Report - Designer Tab
• Creating a Report - Settings Tab
• Creating a Report - Sharing Tab
• Report Hub FAQ

Responses Reporting 5

• Responses: Contact Response Rate
• Responses: Response Rate Target
• Responses: Responses Table
• Responses: Non Responses Widget
• Responses: Responses Trend

NPS Reporting 6

• NPS: NPS Score
• NPS: NPS Target
• NPS: NPS Summary
• NPS: NPS Trend
• NPS: NPS Table

See all 6 articles

Drivers Reporting 2

• Add a Widget - Drivers Data Source
• Drivers: Drivers Value - Bar chart visualization

Tags Reporting 7

• Text & Sentiment Analytics Introduction
• Tags Feature
• Tags, Text Analytics, & Sentiment Analysis Visualizations
• Tags: Table
• Tags: Scatter Chart

See all 7 articles

Close the Loop Reporting 10

• 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 10 articles

Data Transport Reporting 3

• Data Transport: Delivery Details
• Data Transport: Delivery Stats
• Data Transport: Delivery Trend (Line chart & Table)

CES, CSAT, Reviews and Misc Reporting 4

• Add a Widget - CES, CSAT, RATING, Additional Comments
• Add Widget: CES
• Reviews Data Source
• Add a widget - Misc

Overall Settings 3

• On-the-fly Settings
• Schedule Email Dispatch & Email Report Preference
• Hierarchy Filter

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

Imports 7

• Import Data - Transactional Data (incl video)
• Import Data - Contact List
• Revenue Upload
• Imports - Uploading Accounts, Account Aliases, and Contacts
• Import Configurations

See all 7 articles

Data Import - General 6

• Which survey data should I upload?
• Data File Requirements For Success
• Country Codes
• Language codes
• Diagnosing "Failed to Deliver" statistics

See all 6 articles

Exports 3

• Export Engine
• Export Responses List
• Exporting Account Details (revenue, response, etc)

SFTP 3

• SFTP File Upload System
• Windows SFTP Support
• How to connect to the SFTP server

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 44

• File - GET Revenue
• File - POST Revenue
• PUT Activities
• PUT Contracts
• File - GET Transactional

See all 44 articles

Integration (In-App Business User Version) 13

• List of Available Integrations
• Integration: Before you start
• Integration: Authentication
• Integration: Fields to pull
• Integration: Pull criteria

See all 13 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

SugarCRM Integration 8

• The Principle of SugarCRM Integrations
• Getting Started with SugarCRM
• Navigating the Integrations Page
• Authenticating to SugarCRM
• Setting up an Account Sync SugarCRM Integration

See all 8 articles

Webhooks 13

• 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
• Outgoing Webhooks

See all 13 articles

Slack 1

• Slack Integration: Email Alerts and Automated Dispatched Reports

Microsoft Teams 1

• Microsoft Teams: 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

Users & Login 9

• User Roles
• Logging into your CustomerGauge System
• How to Unblock a User
• Common Login Issues and their Resolution
• Changing your password

See all 9 articles

Data Access Restriction 2

• Hierarchy
• Data Access Restriction

System Admin 13

• Data Administration: Manage Accounts
• Data Administration: Delete Single Record in CustomerGauge
• Data Administration: Delete File
• Data Administration: Update Required Contacts
• Data Administration: Delete Activities

See all 13 articles

Reviews 2

• CustomerGauge Reviews
• Review Manager

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

Choosing an Account Experience System 2

• 50 Common Questions in Account Experience RFPs
• CustomerGauge AccountExperience Awards for 2020

AX Pilot Deliverables 2

• AX Pilot Program: Preparing your Company Logo
• AX Pilot Program: Preparing your Data

Release Notes / Maintenance Update 3

• Our Release Notes have found a new home!
• Service provider update (Amazon SES) for your DPA records:
• New CustomerGauge Look and Menu Navigation is LIVE!