CustomerGauge Recognized as a Representative Vendor in Gartner Market Guide for Voice-of the-Customer Solutions

Dec 12th, Boston: CustomerGauge, the leading provider of Monetized Net Promoter® software, announced today it has been recognized for its Reporting, Analytics and Professional Services capabilities as a Representative Vendor in Gartner’s 2018 Market Guide for Voice-of-the-Customer Solutions report. Gartner’s report examines the VoC capabilities of vendors in the market.

According to Gartner, “For a solution to be considered as a multichannel VoC platform, it must have two important criteria: 1. Provide tools that convert customer feedback into actionable insight, such as dashboards, alerts, customer journey maps, workflow for service recovery and capabilities to drive actions, 2. Collect and analyze all three types of VoC data: direct feedback, indirect feedback and inferred feedback.

CustomerGauge is thrilled to be included in Gartner's report for its VoC technology for a second consecutive year.

Out of the 1,000 VoC vendors who help capture and analyze customer feedback, Gartner included 26 VoC providers. The report noted that, “In the long term, Gartner expects differentiation within the VoC market to stem from four key perspectives: Reporting and Analytics, Automated Action, Customer Journeys, and Professional Services.

For example, a VoC vendor’s Reporting & Analytics capabilities would undergo the following levels:

●    Level 1: Support for role-based reports and dashboards. Guidance on statistical

validity of feedback

●    Level 2: Ability to analyze unstructured text and voice feedback from channels such as email, social media and phone calls

●    Level 3: Support for data mining as well as predictive and prescriptive analytics

For Professional Services, the levels of solution depth are as follows:

●    Level 1: Basic deployment and ongoing support of VoC technology

●    Level 2: Support for a variety of additional services on an “as needed” basis, ranging from survey design to data analysis and action planning

●    Level 3: Fully managed service to run and operate the VoC application as well as support strategic CX consulting

Based on the report, CustomerGauge’s Reporting and Analytics, as well as Professional Services tools have are listed as having a Level 3 capability.

“This is an exciting milestone for CustomerGauge, and we believe our recognition by Gartner in this guide stems from our relentless commitment to innovation, agile execution, and a visionary roadmap to deliver profitable growth to customers in a constantly changing market.” - Adam Dorrell, CEO and Co-Founder of CustomerGauge

If you’re a Gartner client, you can read what Gartner has to say about CustomerGauge’s VoC solution, as well as examine the vendors capabilities.

*Gartner, “Market Guide for Voice-of-the-Customer Solutions,” Jim Davies, Ed Thompson, 6 November 2018.

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