Case Study: Boden achieves unified CX and EX feedback with QuestBack

Boden - Customer Case Study

Boden, the British fashion retailer that grew from a catalogue business into a global online and store-based brand, needed better ways to collect, analyse and act on customer and employee feedback as it expanded. Their customer-obsessed culture demanded a unified, data-driven approach to close the loop on feedback and inform product, CX and HR decisions.

Boden implemented Questback’s enterprise feedback platform to centralise customer, employee and market-research data—supporting a 15,000-member consumer panel, regular customer surveys and quarterly employee pulses. Early results include higher-quality insights, faster action planning, employee engagement tracked as a key business metric, and a flexible platform that can be integrated with transactional systems to link feedback to financial outcomes like customer lifetime value.

Boden

Charlotte Wiggins

Research Efforts