Case Study: Verafin achieves real-time, Salesforce-integrated NPS reporting and actionable customer insights with CustomerGauge

Applying Forensic Skills to Customer Feedback

Verafin, a leader in cloud-based fraud detection and anti-money-laundering software serving over 1,500 financial institutions, wanted a more systematic way to measure customer sentiment than sporadic 10–20 question surveys with low response and time-consuming manual analysis. The company needed automated NPS calculation, Salesforce integration, real-time and trend reporting, and a solution that could scale beyond ad hoc surveys without adding administrative burden.

Verafin chose CustomerGauge to implement Net Promoter–based surveys, upload historical data, and link feedback directly into Salesforce; features like respondent self‑selecting of issue category and automated, real‑time reports replaced manual sorting and subjective categorization. The result: time savings, broader internal use of insights, the ability to add transactional surveys without overwhelming staff, and actionable analytics delivered to decision makers — positioning Verafin to improve scores and customer experience.

Verafin

Amanda Dunn

Customer Relationship Manager