Customer Feedback · Closing the loop · Component
The collective report
What was raised and what changed, published to everyone — read by more people than raised it.
The deliverable
What it is
A periodic account of what customers raised and what changed does two things: it credits the people who raised it and it tells everyone else that raising things works.
Including what was declined is what makes it credible. A report of only successes is recognised as marketing.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
A report of only successes is recognised as marketing. Including what was declined is what makes it credible.
The other components in closing the loop
The individual response
What the person who raised it hears back — the cheapest thing in this object and the one most often skipped.
LearnThe response rate
Whether people keep answering — the loop’s real measure, and it moves before anything else does.
Learn