Boy Scouts of America.

Keeping a 100 year old organization relevant and vibrant well into the next century required adopting a fundamentally different view of how we understand our customers. ~ G. Butler, COO

OnStrategy designs and deploys a systematic process for applying twice-a-year insight from hundreds of thousands of scouts, parents and volunteers.

Our Methodology

Research Design: Construct a survey-based methodology for capturing net promoter, net detractor and drivers impacting customer experience.

Data Collection: Systematic and standardized data collection supported by high response rates. Each quarter, 100,000+ surveys are completed.

Analysis and Interpretation: 5 years of benchmark data is obtained reflecting customer satisfaction, areas of weakness and opportunities for improvement.

Customer Persona Development: Define an emotional portrait reflecting the behavioral characteristics of scouts, volunteers and parents to reinforce customer-centric decision making.

Experience Mapping: Identify actionable decisions by mapping the ideal customer experience for cub scouts, boy scouts and venturers.

Our Results

New Member Acquisition: Reverse declining membership to drive net-new scout acquisition.

Improved Customer Experience: Quantifiable improvements in the scouting experience from the perspective scouts, volunteers and parents.

Organizational Alignment: Clear and focused vision cascaded across departments with clear priorities.

Ownership and Accountability: Inspired ownership and accountability with focused attention on specific actions across teams and individuals to maintain member growth and customer satisfaction.

Convinced? Let’s build something together.


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