Philips Online Shop chooses CustomerGauge to measure Loyalty and Voice of Customer

February 11, 2008 (PRLEAP.COM) Technology News
Philips Online Shop has purchased Directness BVís CustomerGauge software to measure customer loyalty and understand customer sentiment. CustomerGauge is a hosted software solution from Directness BV designed to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement.

Directness has been working with Philips in Europe and the US to improve customer experience in the Online Shop, and has supplied CustomerGauge as a tool to measure every transaction. CustomerGauge allows Philips to quantify and classify comments, convert free text comments into statistical data, and summarize the "Voice of the Customer" to executives. Philips is committed to Net Promoter as the company-wide benchmark of Customer Experience.

"Working with Directness has proven very efficient and useful for Philips Online Shop" says Gilles Domartini, VP Online for Philips Consumer Lifestyle. "It really helped us monitor how we are improving customer service through the shop, and push toward best in class NPS"

Adam Dorrell, Managing Director of Directness says: "We have worked closely with Philips in the last year to ensure we could match the needs of the shop, and are delighted that they chose CustomerGauge to provide real-time measurement of customer loyalty and voice of customer"

About Philips Online Shop

The Philips Online Shop is a division of Philips Consumer Products, and was set up in 2005 to provide an excellent customer experience by providing a range of Philips consumer products for direct sale to consumers in Europe, US and the Americas. The product range includes televisions, home entertainment, PC products and personal care devices.

About CustomerGauge

CustomerGauge measures loyalty and collects feedback to help companies to understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance.

A flash-based tour and self-guided demonstration is available on

Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit or call +31 (0)20 3312425.

Note for non-English editors: "Gauge" (pronounced like en-gage) is an instrument for measuring or indicating quantity.

Camilla Scholten
Directness BV
Tel +31 6111 69517

*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.