Case Study: Effortless Office improves customer experience visibility with CustomerGauge

What Effortless Office Learned When They Went From CSAT to Account Experience

Effortless Office, a customer experience-focused office services company, was losing accounts without warning and realized its transactional CSAT surveys were only measuring how well service agents solved individual tickets, not the customer’s overall relationship with the company. With no clear signs of churn and a misleadingly high CSAT of 98.4, the team needed a better way to identify at-risk customers.

CustomerGauge helped Effortless Office launch a relational NPS program in just 4 days, enabling the company to move from anecdotal feedback to data-driven account experience insights. The result was an initial NPS score of 44 and, within four months and two surveys, a clearer view of which customers needed attention so the team could prioritize action more effectively.

Effortless Office

Leif Cederblom

Effortless Office