Case Study: Alaska Communications achieves customer-centric growth with CustomerGauge

How Alaska Communications uses NPS® to keep the company customer-centric

Alaska Communications, a provider of broadband, IT, data networking, internet connectivity, and voice services, needed a better way to measure customer experience after narrowing its focus to a highly competitive market. It chose CustomerGauge for transactional and relational NPS surveys because the platform was easy for customers to use and made it simple to capture and analyze feedback, including data access through Salesforce.

With CustomerGauge, Alaska Communications expanded to surveying nearly all transactions, giving departments their own NPS scores and helping leaders act on feedback quickly. The company introduced follow-ups for detractors, weekly leader reviews, and digital signage with customer comments, driving company-wide engagement and a 30-point increase in the Contact Center’s NPS. Alaska Communications now receives 400 to 500 transactional responses per month, showing measurable adoption and impact.

Alaska Communications

Nicholas Wagner

Alaska Communications