Ipsos Encyclopedia - Closed Loop Feedback

Closed Loop Feedback or 'Closing the Loop' is when organisations enable their staff to contact a customer following a critical incident and take appropriate action.

Ipsos Encyclopedia - Closed Loop Feedback

Definition

Closed Loop Feedback or 'Closing the Loop' is when organisations enable their staff to contact a customer following a critical incident and take appropriate action.

By leveraging triggers and alerts, you can immediately be notified when customer feedback comes in that requires you to take action (this could be a negative response, key word mentioned, or high-end customer you want to follow up with a thanks) so that you can follow up in a timely manner. Note that closed loop feedback whilst most commonly used as a result of dissatisfied customers can also be used as a great example of thanking and wowing positive customer experiences.

To make an action be impactful you need to have the right information go to the right person at the right time. Before you reach out to your customer you want to know what the customer has said in the past, what your colleagues have been able to do or promised to do, to be informed and have a more relevant conversation.

We know that if you can remedy a problem that was identified through a negative response it can actually improve their experience to the point that they leave with a better impression of you, than if they had never experienced a problem to begin with.

Customer Experience