Customer Feedback · Closing the loop · Component
The individual response
What the person who raised it hears back — the cheapest thing in this object and the one most often skipped.
The deliverable
What it is
A person who takes the time to explain a problem and hears nothing concludes that it was not worth doing. The conclusion is correct and it is permanent.
The response does not have to promise anything. Acknowledgement, an explanation and honesty about what will happen are enough and take two minutes.
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.
The timing
How quickly they hear back.
3 attributes: Time to reply · Acknowledged first · Replied to
LearnThe honest no
What is said when nothing will change.
3 attributes: What was said · Reason · Reaction
Learn
Most people accept a reasoned no. Almost nobody accepts being ignored.
The other components in closing the loop
The collective report
What was raised and what changed, published to everyone — read by more people than raised it.
LearnThe response rate
Whether people keep answering — the loop’s real measure, and it moves before anything else does.
Learn