at Financial Technnology Year
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CustomerGauge Account Experience for Insurance from CustomerGauge
B2B-focused NPS platform ideal for commercial insurance providers. Features include account-level experience measurement, revenue risk analytics, and automated alert systems. Specialized capabilities for tracking broker relationships, premium retention, and claims satisfaction for business clients.
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(9 Yes /9 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
CustomerGauge supports multi-channel survey distribution, including email and web; SMS is supported generally, though phone/IVR is not explicitly documented for insurance use. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Product supports customizable survey/questionnaire templates, as per marketing materials and user interface documentation. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching/skip logic is explicitly highlighted as a feature for customizing survey flows based on previous answers. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback collection is mentioned in CustomerGauge knowledge base. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple response types, including NPS, rating scales, and open text, as per platform documentation. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Survey scheduling/automation is a core function with triggers after client interactions and other system events. | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique link generation for tracking responses per account/recipient is available for account-based feedback. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time data capture and analytics dashboards are a key part of CustomerGauge's value proposition. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture is mentioned as an option for incomplete surveys. | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
Analytics & Reporting
(13 Yes /13 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time analytics dashboard is core to the platform, as highlighted in marketing and demos. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automated NPS calculation and tracking by account or segment is a central feature. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring/calculation is available alongside NPS and other metrics per product documentation. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
AI-driven sentiment analysis for open-text responses is offered. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting by segment/team/timeframe is available and configurable. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis with visualizations over time provided in dashboards. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Response segmentation available by geography, account, broker, and other segments. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Export to Excel/CSV/PDF is a standard feature for CustomerGauge analytics. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts/triggers when low scores/risk are detected is a promoted feature. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Attribution down to agent, product, or broker is supported for linking feedback to relationships. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
No information available | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Filters for date, score, interaction, etc., are part of dashboard functionality. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Automated/scheduled report delivery is available (email or platform notifications). | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analysis and feedback driver analytics are highlighted for identifying systemic issues. |
Integration & Interoperability
(8 Yes /8 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Native integration with Salesforce and other major CRMs is repeatedly mentioned in collateral. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
No information available | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
No information available | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Open APIs for integration with other workflows are documented. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks are supported for event-driven integration as per developer documentation. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO options for enterprise accounts (including SAML, Azure) offered. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export customer data and feedback is supported per documentation. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Integrates with BI tools such as Tableau and Power BI via export or connectors. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email/SMS integrations are standard for survey distribution. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
No information available | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Zapier and other workflow tool integrations available. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(10 Yes /10 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based access controls and permissions management provided. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Comprehensive user activity logging mentioned in compliance section. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication available for administrator and sensitive user accounts. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
SSO support documented in onboarding and security sections. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
API token management for integrations is provided. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Custom notification settings per user/role are supported. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user management via admin dashboard and CSV upload supported. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation and termination documented for compliance. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Password policy enforcement and session timeouts are configurable. | |
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Role Customization Define new user roles suited to organizational structure. |
Role customization for different organizational hierarchies is available. |
Security & Compliance
(9 Yes /9 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data encryption at rest and in transit mentioned in platform security documentation. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
ISO 27001 and SOC 2 Type II compliance listed on website. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance explicitly stated. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom data retention policies supported for regulatory compliance. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management for respondents included as standard feature. | |
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Audit Logging Tracks all system activities for compliance review. |
Audit logging is supported and documented. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
No information available | |
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Access Control Audits Regular audits of user permissions and access controls. |
Periodic access control audits available for compliance reporting. | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability management and annual penetration testing stated under security assurance. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Supports EU/US data residency options for data storage. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(11 Yes /11 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Surveys are mobile responsive by design. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-labeling and custom branding is available for enterprise clients. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual support is included for customer-facing surveys. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators for survey completion are activated by default. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility (WCAG) compliance is claimed for surveys and interface. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization supported using account and customer-level data. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Customizable thank-you and closure pages available. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Length of survey can be configured by the administrator. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Automated reminders for incomplete or abandoned surveys are an available feature. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image/video question support is available as per platform FAQ. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time is shown to respondents. |
Workflow Automation & Case Management
(9 Yes /9 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups (alerts, cases, reminders) based on scores are a featured part of the account experience workflow. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Cases can be created from negative feedback to trigger follow-up or remediation workflows. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine for automated workflow is documented. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment for follow-up agents is supported through the admin dashboard. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking for negative feedback cases is part of the workflow automation. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows can be triggered automatically. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach notifications are supported for time-based escalation. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integrates with service ticketing systems such as Zendesk via connectors/API. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging/categorization for prioritization is available. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
No information available |
User Interface & Usability
(7 Yes /7 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard is regularly cited as intuitive/user-friendly. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder interface is main UI for survey creation. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation is customizable to fit organizational workflows. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk action support exists (e.g., for distributing or closing surveys). | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding and walkthrough guides included for new users. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
No information available | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal available for submitting product suggestions. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
Customizable layouts and views are available for dashboards. |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load balancing is included in platform architecture for scalability. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery plan documented as part of enterprise service agreements. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy and global cloud infrastructure are described in platform overview. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic licensing is available, allowing customers to adjust seats as needed. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring and health analytics are built in for admins. |
Support & Training
(7 Yes /7 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support options available for enterprise customers. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support is available during business hours (24/5); 24/7 for some tiers. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account management is offered for enterprise/insurance clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Extensive documentation and knowledge base is available publicly. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and implementation services are part of packages for new customers. | |
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User Community Forum Peer-to-peer support through online forums. |
User community/forum for peer support mentioned in support section. | |
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Training Webinars Regular group training sessions or webinars. |
No information available | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training materials are available for enterprise implementations. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(7 Yes /7 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing is available for smaller teams and enterprise negotiations. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing is available for high response volumes, as per website. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
No information available | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial is available on request. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
CustomerGauge advertises no hidden fees in pricing overview. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual contracts and volume discounts available. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract lengths (monthly, annual, multi-year) are supported. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Clear feature breakdown per pricing tier is available. |
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