For leadership teams
Run the business on what customers say, not on what you hope.
Collect actionable feedback and improve organizational health with Boast. Incorporate customer feedback into leadership processes so you can measure and improve the health of your organization over time.
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Why feedback matters
Benefits of customer feedback for measuring organizational health
Simplify key metrics
Measuring organizational health requires a clear snapshot of performance and trends over time. Metrics like NPS® and CSAT let leadership simplify KPIs and gain actionable insights.
Inform business strategy
When feedback metrics are central for leadership, everyone agrees on what's working, what's not, and how strategy needs to adapt for the business to grow.
Grow your business
Businesses with a customer feedback strategy grow faster and better than those without. Track the right metrics to prevent churn, predict repeat purchases and understand your trajectory.
What to measure
Three ways leadership teams use customer feedback
Net Promoter Score℠ (NPS). NPS is a standard metric for quantifying customer loyalty and predicting business growth. By asking customers “How likely is it that you would recommend our business to a friend or colleague?”, it shows leadership the ratio of loyal customers (Promoters), who are likely to spread the word and generate referrals, to indifferent customers (Passives) and unhappy customers (Detractors). Learn about NPS software →
Customer Satisfaction (CSAT). CSAT is another standard metric, but rather than measuring sentiment across the whole organization, it's typically used around a specific event, feature, product, service, change or interaction. CSAT surveys help leadership pinpoint strengths and weaknesses in specific areas, such as customer support or product performance. Learn about CSAT software →
Customer surveys. Custom surveys let leadership drill into specific questions or areas of concern. They may not produce a single benchmarkable metric, but they provide invaluable qualitative feedback to inform overall business direction. Learn about customer survey software →
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
The plan
Three steps to a customer feedback machine
Set requests to send automatically, let customers respond from any device, and review the trend line at every leadership meeting.
- 1
Ask
Pick one of 18 proven templates, then send the request by email or SMS, share a link, or embed the form on your site. Boast follows up so you don't have to.
See how requests work - 2
Record
Customers tap the link and record from any phone or laptop. No app, no login. Guided prompts tell them what to talk about, so nobody freezes on camera.
Meet Guided Prompts - 3
Share
Approve with one click. Captions are burned in automatically and the testimonial appears on your website, social channels and ads.
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Why Boast
Why leadership teams use Boast
Awesome customer experience
When it's easy to submit feedback, customers do. Boast gives them an intuitive workflow to share how they feel.
Automate customer feedback
Build a feedback machine that requests feedback automatically, so you're constantly collecting data about your organization's health.
Share your praise
Win new business by approving your best feedback to appear on your website or social channels.
Integrate with existing tools
Bring feedback requests into your existing workflow by connecting your CRM or customer support tool through Zapier.
Organize customer feedback
Tag feedback or categorize it by location, staff member and more, so you can spot trends and make adjustments to improve.
Actionable reporting
Built-in reports make sense of the data and surface the trends that affect your bottom line.
Guided Prompts New
When customers record video feedback, on-screen prompts tell them what to cover, so leadership hears complete stories, not fragments.
Auto Captions & editing New
Approved videos get captions burned in automatically. Trim dead space, clean up pauses, and add intros, outros and music once for every video.
What it costs to wait
Without a customer metric on the dashboard, leadership is steering by anecdote.
- Strategy debates without data
Every meeting about customer happiness becomes an argument about the last complaint someone heard.
- Churn that shows up too late
By the time it appears in revenue, the customers who could have told you why are already gone.
- Locations and teams you can't compare
Without tagged feedback, you can't see that one branch is thriving while another is quietly losing customers.
- Growth you can't predict
Businesses with a feedback strategy grow faster. Without one, next year's trajectory is a guess.
FAQ