The goal of closing the loop is to provide a positive customer experience, whether that means resolving a problem effectively, acknowledging praise or suggestions, or answering a customer’s questions. Instead of just collecting feedback, you’re acting on it.
Rather than just treating feedback as useful data, companies who practice closed-loop feedback see it as the start of a conversation with the customer that can yield further benefits for both sides. Put simply, “closed-loop” customer experience is when you are able to respond directly to customer feedback.Ĭlosed-loop feedback, or closing the loop, is the practice of following up with customers who have fed back to you.
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