You’re running NPS or CSAT surveys, but the results sit in a tool that knows nothing about your customers. No revenue context. No order history. No support cases. Your team has to export CSVs and manually connect the dots.
Most feedback tools can’t tell you that a detractor represents $500K in annual revenue. They don’t have access to your financial data. So the alert never fires, and by the time you find out, the customer is already shopping for alternatives.
Detractors have already churned or posted a public review. Promoters who would have happily referred you have gone cold. The gap between collecting feedback and acting on it is where customers slip away.
HB Feedback was built to close that gap, natively inside NetSuite.
Send branded NPS, CSAT, and CES surveys triggered by any NetSuite event: order delivered, case closed, project completed, renewal approaching. Surveys go out automatically via email or SMS. Customers respond in one click. No app downloads, no login required.
Every response maps directly to the customer record in NetSuite. See NPS by customer, product, sales rep, region, or subsidiary. Pre-built dashboards and 25+ report types are ready on day one. No more exporting data to spreadsheets or switching between tools.
When a detractor responds, automatically trigger a support case, alert their account manager, or escalate to leadership. When a promoter responds, request a review or referral. 10+ pre-built workflows ship out of the box so your team can act in minutes, not weeks.
Watch our recorded session where Hairball CEO Diego Terra, walks through how HB Feedback automates the feedback loop inside NetSuite, with a live product demo.
HB Feedback isn’t integrated with NetSuite. It’s built inside NetSuite. No middleware. No syncing. No API failures. Your feedback data lives on the same records as your revenue, support cases, and customer history. One system. One source of truth.
Most feedback platforms charge by the user. That means your CX team gets access, but your sales reps, account managers, and executives are locked out of the data. HB Feedback is available to everyone with a NetSuite login. Every plan includes unlimited users.
Traditional satisfaction surveys get 3–5% response rates. HB Feedback users consistently see 40–60%. The difference comes from automated follow-ups, one-click survey designs optimized for mobile, and smart scheduling that reaches customers at exactly the right moment.
Because feedback data sits alongside your financial data in NetSuite, you can correlate satisfaction scores with lifetime value, churn risk, and revenue impact. Know which accounts need attention, and know exactly what your CX program is worth in dollars.
Measure overall customer loyalty and predict growth. Run relationship NPS on a quarterly or annual cadence, or transactional NPS after key moments like purchases, renewals, or support interactions. Benchmark against your industry and track trends over time.
Measure satisfaction at specific touchpoints: after a purchase, a support call, a delivery, or an onboarding milestone. Pinpoint exactly where the experience breaks down so your team knows where to focus improvement efforts.
Measure how easy it is for customers to do business with you. Identify friction in onboarding, ordering, returns, or support processes. Lower effort scores are one of the strongest predictors of long-term loyalty.
Schedule recurring email and SMS surveys to go out automatically based on your cadence. Set it up once and let HB Feedback do the rest.
25+ pre-built report types and role-based dashboards. Track NPS by sales rep, region, product, department, or any NetSuite field. Export to XLS, CSV, or Tableau.
25+ pre-built report types and role-based dashboards. Track NPS by sales rep, region, product, department, or any NetSuite field. Export to XLS, CSV, or Tableau.
Customizable templates with your logo, brand colors, and fonts. Responsive designs tested across 64+ email clients. One-click responses on mobile.
Built-in controls prevent over-surveying. Set global or per-project rules that stop too many requests from reaching the same customer.
Configure the number and frequency of follow-up reminders sent to customers who haven’t responded. Boost completion rates without manual effort.
Display different thank-you messages and trigger different follow-up actions based on the score a customer gives. Detractors and promoters get different experiences.
Collect feedback via email, SMS, and survey links. Integrate feedback from physical locations and other tools into a single view inside NetSuite.
Slice feedback by product, subscription, sales rep, department, subsidiary, lifetime value, order frequency, or any custom field. Build saved searches, workbooks, and reports without leaving the Suite.
Push feedback data to Slack, trigger workflows in Zapier, analyze themes in Thematic, and sync data through Celigo. NetSuite stays your single source of truth.
Best for teams launching their first NPS, CSAT, or CES program in NetSuite.
Best for teams running multi-channel feedback programs across the business.
Best for large organizations with multiple subsidiaries and complex requirements.
All plans are billed annually. Every plan includes unlimited users. Everyone on your NetSuite team gets access to feedback data.
Most teams are live within 2–4 weeks. HB Feedback installs directly into your NetSuite instance with no middleware or third-party integrations required.
Standalone tools create data silos. HB Feedback puts feedback on the same record as your revenue, orders, and support cases so you can correlate satisfaction with business outcomes and act instantly. And there are no per-user fees, so your whole team gets access.
HB Feedback includes pre-built survey templates, automated workflows, and role-based dashboards ready to use on day one. Our Scale and Enterprise plans include a dedicated Customer Success Manager to help you launch.
Yes. Our Enterprise plan includes historical migration services to bring your existing feedback data into NetSuite so you can track trends from the start.
Yes. Built on the SuiteCloud platform, HB Feedback works across subsidiaries, languages, and regions. Our customers run it in the US, Australia, Canada, and beyond.
You could build basic survey functionality with custom scripts, but you’d miss automated follow-ups, text analytics, response workflows, role-based dashboards, survey throttling, and mobile-optimized templates. HB Feedback delivers all of this out of the box with ongoing updates and support.
Book a 20-minute live demo with a product specialist. We’ll walk through how HB Feedback works with your specific NetSuite setup and show you how teams like yours are using it to collect, analyze, and act on customer feedback.
Start a 30-day free trial and run your first feedback report in minutes. No commitment required.
