TABLE OF CONTENTS






Providing a Report ID (Reporting Assistance)

When requesting reporting assistance in general for a given report or reporting an issue that can be observed in a particular report, it is helpful to provide the Support Team with the Report ID when opening your support case. This helps ensure that we are looking at the exact same report when providing assistance or troubleshooting an issue. 


How to find and provide the Report ID

Option 1

When providing a screenshot of the report you are inquiring about, ensure the browser URL is included within the Report. This contains the Report ID, as shown below:



Option 2 

When opening your support case, mention the Report ID of the report and/or copy-paste the browser URL into your support ticket. The ID & URL can be found by referencing the same location as indicated by the screenshot above. 





Wrong NPS score provided by a respondent / Changing an NPS score

In some rare instances, for example when performing Close-the-Loop actions on a survey response, you may discover a respondent who reports "accidentally submitting the wrong score" (or something similar). Often, this leads to requests coming into the CustomerGauge Support Team along the lines of "Can I change the NPS score for this respondent?"


It is not possible to change an NPS score for a survey response, as once the response data is recorded in the system, it cannot be adjusted. However, you do have the option to clear (delete) the existing survey response record and then resend the survey to the recipient by re-uploading the appropriate data, allowing them to provide their feedback once more by re-taking the survey. 




Resetting MFA or re-activating an account

The CustomerGauge Support team is not authorized to reset Users' MFA or re-activate User accounts due to data access and security protocols. It is best to reach out to one of your organization's internal CustomerGauge program champions who will have the proper access and authorization to perform such tasks. In the event that you don't know who your internal program champion is, our Support team can do our best to try to help guide you to that person.




Issues with setting up MFA

If you are having trouble setting up MFA, we recommend the following steps:

  • Restart the session. Sometimes, a simple hard refresh on the page can do the trick, but restarting your browser or app might be even more effective.
  • Check the date and time on both devices (Phone and PC). It's crucial for your devices to be in sync for proper QR identification. For instance, in the Google Authenticator app, you can manually sync the time and codes by following these steps: 
    • Open your Google Authenticator app.
    • Tap on More (3 dots) > Settings > Time correction for codes > Sync now.
  • Try a different authenticator app. If the issue persists, you can switch to another authenticator app. Popular choices among our customers include Google Authenticator, Microsoft Authenticator, and Authy.