Closed Loop Feedback.

Listen.

Alerts are triggered based on customer feedback. This can be a combination of:

  • Low scores – either at a single key metric or across a series of measures

  • Comments in open ended questions

The alerts are sent to the right colleagues across your business so they can respond quickly and effectively. We use business hierarchies and customer information to make sure that the alerts reach the people best placed to follow up.

SLAs can be included to send reminders and escalate feedback, if it is not reviewed within a set timeframe or requires senior attention.

Learn.

All the Closed Loop Feedback activity and outcomes are logged, building management information to understand the impact of the resolutions and identify trends in the data.

For instance, 50% of alerts in the last quarter related to a lack of knowledge on policy terms and significantly impact NPS. Tactical solution: arrange further training sessions for individuals scoring poorly in relation to this subject. Strategic solution: update staff onboarding programme to increase focus on policy terms and schedule regular refresher sessions.

Excellence alerts can also be flagged, enabling users to easily identify best practice and share it with colleagues. We want clients to share best working practices, latest thinking and innovative solutions to responding to customers. Whether it is a success or failure, it’s crucial users can learn from one another to support continuous performance improvement.

Leverage.

Leveraging feedback is also a key component of our Closed Loop Feedback module.

  • We encourage clients to self-manage their system offering a module that allows Performance Improvement Plans (PIP) to be designed. This module can integrate with calendars to schedule follow-ups and importantly gives users the ability to set targets and monitor progress.

  • We provide a secure space where stakeholders and colleagues in your business can communicate to discuss pain points, best working practice and also feedback on the dashboard and Voice of the Customer programme itself, shaping its evolution.