Customer Feedback · Closing the loop · Component
The response rate
Whether people keep answering — the loop’s real measure, and it moves before anything else does.
The deliverable
What it is
Response rate is the earliest available signal that the feedback process has stopped working. It falls before satisfaction does and before anyone complains about the process.
A falling rate is usually about the loop rather than about the instrument, and the instinct to redesign the survey addresses the wrong half.
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 repeat responders
Whether people who answered before answer again.
3 attributes: Repeat rate · After a reply · Without a reply
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Compare the repeat response rate of people who got a reply with those who did not. That is the loop’s value.
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 collective report
What was raised and what changed, published to everyone — read by more people than raised it.
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