Omni Core · Customer Feedback · Module
Closing the loop
Telling the person what happened — the step that costs least, is skipped most, and determines whether anyone answers next time.
The idea
How it works
A customer who raises something and hears nothing concludes that raising things is pointless. The next survey measures that conclusion, and the response rate falls without anyone connecting the two.
Closing the loop includes saying that nothing will change and why. That is received considerably better than silence and takes the same effort.
Working with it
In practice
- 01
Respond individually where the feedback was individual
A specific complaint deserves a specific reply, even a brief one.
- 02
Report changes collectively
What was raised and what changed, published periodically. It is read by more people than raised it.
- 03
Say when nothing will change
With the reason. Silence is read as indifference; an honest no is not.
- 04
Watch the response rate
It is the measure of whether the loop is closing, and it moves before anything else does.
One level in
The components of closing the loop
A component is something that exists afterwards which did not exist before — a deliverable or a mechanism, not an intention.
Saying that nothing will change, with a reason, is received far better than silence and costs the same.
The other modules in customer feedback
Gathering it
How feedback is collected, from whom, and at what moment — designed so that the people who would not otherwise speak are represented.
LearnReading the signal
Separating what recurs from what is loud, and reading content rather than only scores.
LearnRouting
Getting each piece of feedback to whoever can actually change the thing it concerns, which is rarely the function that received it.
Learn