CustomerSure vs GovMetric CaseTracker
CustomerSure
customersure.com
GovMetric CaseTracker
govmetric.comSide by side
| Figure | CustomerSure | GovMetric CaseTracker |
|---|---|---|
| Price from | £1,999/mo | £1,125/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 3 | 6 |
| Spec score · Complaint Management Software | 8.2 (#3) | 8.2 (#4) |
| AI | AI features analyze feedback text, detect sentiment and risks, classify themes, and generate summaries and recommendations. | The maker says its integrated Octavia agent can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports. |
| API | CustomerSure provides a REST API for integrating feedback data and automating feedback requests. | The API supports secure submission and extraction of customer and case data, an OData interface and third-party feeds, with OpenAPI and PDF documentation plus a sandbox. |
| Compliance | The product page says it is aligned with FCA, Ofwat, Ofgem, TSM and CQC standards. | The product says it is pre-configured for Housing Ombudsman, LGSCO and SPSO complaint handling frameworks, with aligned timers, workflows and reports. |
| Founded | 2010 | 2006 |
| Headquarters | Newcastle upon Tyne, United Kingdom | Oakham, Rutland, UK |
| Integrations | The product page names Salesforce, Zendesk and Power BI as examples of CRM, service and BI integrations. | CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. |
| Purpose | CustomerSure is a Voice of Customer platform that helps organisations collect feedback and turn it into action. | CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services. |
| Reporting | The platform offers exportable regulator-ready reports and automatically logged audit trails. | It provides regulator reports, dashboards and trend analysis, and case data can be exported or accessed through an API for BI tools such as Power BI and Tableau. |
| Security | CustomerSure states that it is GDPR-compliant, UK-hosted, and uses access controls and encryption. | The product page states that CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption, multi-factor authentication, and built-in business continuity and disaster recovery. |
| Support | Every licence includes ongoing support, best-practice guidance and expert help. | After launch, clients receive dedicated account management, service desk support, training refreshers and ongoing system updates. |
Plans
CustomerSure
- CX Starter£1,999 a month
- CX PlatinumPriced on request
- CX ProPrice not published
GovMetric CaseTracker
- Band A — 1 case type setup£8,750, paid once
- Band B — 1 case type setup£10,500, paid once
- Band A — 1 case type annual licence£13,500 a year
- Band B — 1 case type annual licence£17,500 a year
- Band C — 1 case type setup£19,750, paid once
- Band C — 1 case type annual licence£24,000 a year
In their own words
CustomerSure
CustomerSure is a Voice of Customer platform for organisations collecting feedback and turning responses into tracked action. It supports branded surveys for NPS, CSAT, CES and custom metrics, delivered by email or SMS. Analytics follow performance and surface satisfaction drivers, themes and topics. AI features analyze feedback text for sentiment and risks, classify themes, and generate summaries and recommendations. Teams can create real-time alerts, assign responses and monitor them through resolution. The platform names Salesforce, Zendesk and Power BI among its integrations, and provides a REST API for feedback data and automated requests. Reports can be exported for regulatory use, with audit trails logged automatically. CustomerSure says it is GDPR-compliant and UK-hosted, uses access controls and encryption, and is aligned with FCA, Ofwat, Ofgem, TSM and CQC standards. Each licence includes ongoing support, guidance and expert help. CX Starter costs £1,999 per month. SMS is billed separately by volume, and prices exclude VAT where applicable. A risk-free pilot usually lasts around one month and focuses on one area of a business.
GovMetric CaseTracker
GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.