Case Study: Wajax achieves 2X greater customer value with CustomerGauge

How Wajax Discovered Promoters Are Worth 2X More Than Detractors

Wajax, Canada’s long-standing industrial products and services provider, needed a way to build a customer experience program from scratch and prove its value across a complex, multi-branch business. It partnered with CustomerGauge to launch an account experience and NPS program, using CustomerGauge’s platform and revenue integration to understand customer sentiment, interaction points, and revenue impact.

With CustomerGauge, Wajax found that promoters were worth 2x more than detractors, creating strong internal buy-in for CX investment. The company also achieved a 100% follow-up rate on detractors and passives, while its NPS has continued to grow year over year since onboarding CustomerGauge.

Wajax

Justin Warren

Senior Vice President of Industrial Parts