CustomerGauge, the leading B2B Account Experience® platform, today announced new AI-powered capability based on 10 years of data moves NPS® beyond snap-shot scores, identifying emerging account risk, successful customer recoveries and revenue impact of intervention.
Customer Flight Paths is based on 10 years of research from longitudinal NPS data. Using AI it analyzes the feedback history of every account and contact to identify the trajectory of the relationship - categorizing into one of six flight paths, revealing which customers are stable, improving, declining, suddenly at risk, disengaging or recovering. Then it visualizes it as accounts and contact, showing their paths over time.
Instead of another customer health score, Flight Paths gives B2B teams something they have historically lacked: direction.
Most NPS programs operate as a series of snapshots. A customer responds, receives a score and is classified as a promoter, passive or detractor. When the customer responds again, that score is typically treated as another isolated measurement. However, customer relationships do not happen in snapshots - instead, they move.
Promoters, detractors, and passives tell you who is happy right now. CustomerGauge Flight Paths tell you where the relationship is headed...a first in the CX industry.Adam Dorrell, CEO & Co-Founder
The Myth of the Silent B2B Customer: CustomerGauge’s launch is grounded in a finding that upends a common assumption about B2B feedback. Roughly 40 percent of respondents across CustomerGauge's client base are repeat responders - the same individuals answering year after year - and they account for 60 to 70 percent of all responses collected. Individual contacts at larger accounts gave up to 12 responses over three years. This shows that B2B customers want to be heard over time. Until now, no CX platform was able to track this.
The Six Flight Paths: Analyzed longitudinally, every repeat responder's history forms one of six recognizable shapes: Level Flight (steady loyalty), Climber (improving), Descending (gradual decline), Free Fall (a sudden promoter to detractor drop), Off Radar (previously engaged contacts gone silent for two years), and the most commercially significant of all, the Pull Up, where a declining account is rescued and recovers to a score higher than where it started.
What Breaks Loyalty, and What Fixes It: The research reveals a consistent pattern across the flight paths. The decline side is almost always operational: delays, friction, process failures. The recovery side is almost always human. When rescued customers explain why they came back, they name a person. The “Pull Up” flight path is the one that grows businesses. Daniel Kahneman’s Peak-End Rule suggests that people remember an experience largely by its most intense moment and how it ends. That helps explain why customers often remember your response to a problem more than the problem itself. In our data, customers who experience an effective recovery frequently move from detractors or passives to promoters, creating the upward “Pull Up” flight path.
Rescue Rate: Because CustomerGauge ties every account to revenue, Flight Paths introduces a metric CX teams have never been able to report: Rescue Rate, the revenue saved by pulling declining accounts back to promoter status. The aim is for CX practitioners to bring to their board and show immediately the value of the program. Apart from CustomerGauge, no CX platform can put a dollar figure on a rescued relationship. In CustomerGauge, account managers see it where they work. Every account and contact page now shows the flight path, so no one need to walk into a business review and be QBR blindsided. Successful rescues become playbooks that scale across the entire customer base.
Availability: Customer Flight Paths is live today for all CustomerGauge customers on every account and contact page at no additional cost. Deeper analysis, including root cause breakdowns, segmentation, and a dedicated flight path analysis skill, is available through Gaige, CustomerGauge's AI analyst. Flight path alerts are coming to workflow rules.
