Case Study: ICON Communications achieves a 100% response rate with CustomerGauge Account Experience

How ICON Communications Gets a 100% Response Rate With Account Experience

ICON Communications, a Prague-based contact center specializing in inside sales and account management solutions for B2B brands, wanted to strengthen its customer experience and improve referral-driven growth. Using CustomerGauge’s Account Experience program, the company focused on gathering honest NPS feedback and understanding what clients truly thought about its service.

CustomerGauge helped ICON Communications build a closed-loop feedback process where frontline teams listened, acted on insights, and showed customers visible results. This approach led to a 100% response rate for its customer feedback program and supported a business model in which 80% of revenue comes from referrals, with NPS at the heart of the company’s growth strategy.

ICON Communications

Helen Hickin

CEO and Founder