Case Study: Rentokil achieves faster, data-driven customer insights with CustomerGauge

Insights Rentokil has learned switching from CX to AX

Rentokil, a long-time user of customer experience measurement, faced challenges with its traditional NPS program, which relied on phone surveys after technician visits. The approach produced low response rates and limited honest feedback, making it harder for Rentokil to turn customer insights into meaningful action. To improve this, Rentokil partnered with CustomerGauge and shifted from CX to an Account Experience (AX) program.

CustomerGauge helped Rentokil automate surveys by email, making it possible to collect more feedback in less time and share results in real time across the organization. The change significantly sped up analysis and follow-up, and the insights helped Rentokil identify problem areas such as difficulty reaching account managers. With CustomerGauge’s Account Experience software, Rentokil gained actionable data to improve retention, strengthen the customer journey, and drive a more customer-centric experience.

Rentokil

Randolph Carter

Director of Marketing