Discover. Learn. Grow.

About the Community 1

• About the Community

Community House Rules 1

• Must Read House Rules!

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

Benchmarks 1

• Benchmarks

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 6

• Template Editor
• Piping Data Into the Invite Email
• How to set up a SMS campaign
• Changing the survey link image
• Emails FAQ

See all 6 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

Dashboards 2

• Personal Dashboards
• Dashboard Tabs

By CustomerGauge - Standard Reports 11

• Standard Reports Overview (incl. video)
• NPS Report
• Responses Report
• NPS by Segment
• NPS Evolution

See all 11 articles

Creating & Editing Reports (By Users) 10

• Report Hub - All you need to know (Video)
• Configuring your Landing Dashboard (incl. video)
• Create a New Report (video)
• Creating a Report - Designer Tab
• Creating a Report - Settings Tab

See all 10 articles

Responses Reporting 1

• Responses: Response Rate Target

Tags Reporting 4

• Tags: Table
• Tags: Scatter Chart
• Tags: Tags Summary visualization
• Tags: Sentiment Breakdown

Close the Loop Reporting 8

• Close the Loop: My Cases
• Close the Loop: Close the Loop Summary
• Close the Loop: KPI Summary
• Close the Loop: Close the Loop Rate
• Close the Loop: Assigned Cases Table

See all 8 articles

Data Transport Reporting 5

• Data Transport
• Direct Replies
• Data Transport: Delivery Details
• Data Transport: Delivery Stats
• Data Transport: Delivery over time (Line chart & Table)

Data Sources & Visualizations 7

• Add a Widget - NPS Data Source
• NPS: Combo chart visualization
• Add a Widget - Drivers Data Source
• Drivers: Drivers Value - Bar chart visualization
• Add a Widget - CES, CSAT, RATING, Additional Comments

See all 7 articles

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 6

• NPS (Basic) Reporting Widgets
• Driver Diagnostics Reporting Widgets
• Text Analytics Reporting Widgets
• Close the Loop (Basic) Reporting Widgets
• Close the Loop (Advanced) Reporting Widgets

See all 6 articles

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 Administration 10

• Data Administration: Delete Single Record in CustomerGauge
• Data Administration: Delete File in CustomerGauge
• Data Administration: Update Required Contacts
• System Settings: Managing the Close-the-Loop Experience
• System Settings: Managing the Dashboard Tabs for your users

See all 10 articles

Text Analytics 1

• Text & Sentiment Analytics Introduction

Workflow - Fire Fighting 3

• Workflow — 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 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 4

• Import Data - Transactional Data (incl video)
• Import Data - Contact List
• Import Data FAQ
• Diagnosing "Failed to Deliver" statistics

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 45

• File - GET Revenue
• File - POST Revenue
• PUT Activities
• [DEPRECATED] PUT Accounts
• PUT Contracts

See all 45 articles

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

Embedded Survey 1

• Capturing Net Promoter responses from FreshDesk and other Helpdesk systems

Single Sign On 2

• AWS Cognito SSO Single Sign On IDP Attributes
• Single Sign On (SSO) with SAML 2.0

Zendesk Integration 1

• Zendesk Integration via HTTP Target Guide

Salesforce Integration 1

• Overview

Bazaarvoice Integration 1

• Bazaarvoice Integration

Slack 1

• Slack 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

Microsoft Teams 1

• Microsoft Teams Integration: Email Alerts and Automated Dispatched Reports

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

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 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

Data Security Procedures 0

Release Notes / Maintenance Update 1

• Our Release Notes have found a new home!

Employee Net Promoter (eNPS) Solution 1

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