About CustomerSure

Do you strive for world class satisfaction scores? Outstanding retention? And true customer excellence?

As Head of Customer Services at one of the UK’s largest firms, I saw first-hand that traditional satisfaction surveys weren’t driving change.

After a light-bulb moment, we redesigned our feedback process, listening to customers, acting fast and proving results. Retention soared, adding over £1 million in recurring revenue.

That success sparked CustomerSure. a company built to help others achieve the same.

Fifteen years on, our wonderful team has helped hundreds of businesses implement best-in-class Voice of Customer programmes that turn feedback into measurable growth.

The best part? Seeing our clients become more successful because their customers are happier.

Guy

Guy Letts
Founder & CEO

And a little background

Founded in 2010 and proudly based in Newcastle upon Tyne, we’re a privately owned company with no outside investors, so free to focus entirely on what matters – our customers, our people and our community.

Growing year after year, we’ve delivered hundreds of successful implementations for organisations around the world. Along the way, we’ve earned multiple Software Satisfaction Awards and become a fully licensed Net Promoter Score (NPS) vendor. Proof that we don’t just measure satisfaction, we live by it.

Values that drive us

Customer Obsessed

We are customer obsessed and we love working with like-minded companies. We listen and act in our client’s best interest and we don’t let people down.

Simple & Transparent

We make everything clear and uncomplicated, from pricing and contracts to how the platform works. No lock-ins, no hidden costs, no complexity. Everything we do is built around making your experience straightforward and stress-free

Driving Change for Client Success

We believe feedback only matters when it leads to change. Every insight should spark action, helping you improve experiences, strengthen relationships, and deliver results that last.

Committed to Partnership

We measure our success by yours. We work side by side with every client, offering honest advice and practical guidance to help you build a best-in-class Voice of the Customer programme that delivers real ROI.

Why choose CustomerSure

Trusted by regulated, service-driven organisations

From financial services & housing to healthcare & utilities, we’re trusted where compliance, customer outcomes & reputation matter most. Our platform & expertise deliver results boards & regulators can stand behind

Enterprise outcomes without the enterprise overhead

Lean, fast & proven. We help organisations deploy quickly, drive adoption across teams & start delivering measurable impact in weeks, not months

Simplicity that drives action & adoption

Built for humans, not IT projects. Clear dashboards, intuitive workflows & real-time alerts cut bottlenecks so insight turns into action, fast

Compliance made simple

From FCA Consumer Duty to Ofwat & TSM, compliance is built in. Evidence, audit trails & outcome reporting make assurance effortless

Expertise built in. Not billed extra

You get much more than just software. Our experts help to design, optimise & review your VoC programme. All included. Fast to respond, easy to work with & focused on outcomes

Proven impact on retention & growth

By identifying at-risk customers early & acting fast, we help to reduce churn, increase renewals & build long-term loyalty. All measurable & board-ready

Our Leadership Team

Guy Letts

Chief Executive Officer

Founder and CEO of CustomerSure, helping organisations build loyalty through genuine customer understanding. Former R&D Director & Head of Customer Services at Sage, where I drove growth, improved quality & built teams that delivered at scale. An engineer at heart, obsessed with creating products that make customers happier & companies stronger.

Luke Brown

Chief Product Officer

Co-founder of CustomerSure & creator of software that turns feedback into real improvement. Since 2010 we’ve grown from idea to profitability by keeping things simple, listening to users & helping hundreds of companies worldwide focus on what truly drives customer satisfaction. Passionate about building products that work hard, stay honest & make a difference

Chris Stainthorpe

Chief Technical Officer

Co-founder of CustomerSure, growing it from an idea into a trusted partner for customer experience teams worldwide. I believe in involving customers early, keeping things simple & cutting through noise to focus on what actually improves outcomes. A hands-on technologist who spends as much time with customers as in the code, making sure the product helps them achieve real results

Darren Wake

Head of Customer Success

Customer experience specialist with over 15 years helping organisations understand, measure & improve satisfaction & loyalty. I work with companies worldwide, to make feedback practical & actionable through our award-winning platform, used across financial services, healthcare, housing, technology and B2B, to deliver measurable improvement where it matters most.

Smart simplicity. Human partnerships.
Bold outcomes.

Do you strive for world class satisfaction scores? Outstanding retention? And true customer excellence?

And a little background