Case Study: Eaton achieves standardized global customer experience with CustomerGauge

How Eaton Standardized AX Across a Global Organization

Eaton, a multinational company serving B2B and B2C customers across multiple divisions and regions, needed a better way to understand customer satisfaction and manage feedback from wholesalers, resellers, and end users. With CustomerGauge’s Account Experience Program, Eaton also sought to simplify surveys, standardize processes globally, and improve follow-up across countries with different requirements.

CustomerGauge helped Eaton bring teams into one standardized program with common survey templates, quick two- to three-minute surveys, and easy-to-read dashboards. CustomerGauge’s closed-loop case management enabled Eaton to separate issues into hot and cold loops and act on feedback more effectively, improving internal follow-up and making customers happier with a simpler survey experience.

Eaton

Renan Cardoso

Senior Customer Experience Marketing Analyst