Closed Loop Customer Feedback is a systematic practice of promptly responding to customer needs and sharing the customer’s feedback with appropriate stakeholders in order to identify and make improvements to the customer experience and organizational performance.
What is Closed Loop Customer Feedback, and what are best practices, tools and templates for teams and organizations?
Definition of Closed Loop Customer Feedback
Description of Closed Loop Customer Feedback
The purpose of employing Closed Loop Customer Feedback is to grow customer loyalty. Studies have shown that implementing Closed Loop Customer Feedback is effective for improving an organization’s NPS, or Net Promoter Score, which is a measure of customer loyalty commonly used as an alternative to traditional customer satisfaction surveys.
Closed Loop Customer Feedback helps ensure customers receive the focus and attention necessary to guarantee a positive purchasing experience. Seeking their opinions following a transaction gives them a voice and hopefully yields valuable information on how company performance can improve.
Not all customer issues will stem from systemic challenges. Some will be contained within an individual or team’s performance. Sometimes simply hearing a recording of a phone call with a customer can help employees increase their awareness and hone their communication skills.
Closed Loop Customer Feedback also helps create a culture of continuous improvement by establishing norms and expectations around giving feedback, identifying areas of improvement, prioritizing them, developing effective solutions and implementing them.
Tools & Templates
Closed Loop Customer Feedback is a management tool, the results of which are often communicated within presentations, reports, and other strategic documents.
upBOARD's Online Closed Loop Customer Feedback Tools & Templates
Unlike most traditional Closed Loop Customer Feedback techniques, upBOARD’s online Closed Loop Customer Feedback collaboration tools allow any team or organization to instantly begin working with our web templates and input forms. Our digital platform goes far beyond other software tools by including progress dashboards, data integration from existing documents or other SaaS software, elegant intuitive designs, and full access on any desktop or mobile device.
Learn more about upBOARD’s portfolio of other marketing best practice tools and templates including: Brand Identity Prism, Brand Pyramid, Closed Loop Customer Feedback, Content Marketing, Customer Journey Mapping, Environmental Scanning, Ethnographic Research, Four Ps, Market Sizing, Net Promoter Score, Personas, Positioning, Segmentation, Trend Mapping, Value Propositions