What Is Closed-Loop Feedback? Related Articles How to Provide Closed-Loop Feedback With Employees and Customers 25 Good Customer Feedback Examples 9 Ways to Encourage Customers to Give Feedback 5 Places to Source Great Customer Feedback © aapsky - Adobe Stock - 451547954 211 Filed under - Definitions, Feedback Closed-loop feedback consists of gathering feedback, taking action and following up. Through this process, employees and customers get the sense that their voice is being heard and is valued by the organization. Those who provide feedback are not left to wonder what happened to their feeback. Instead, the loop is closed. However, many contact centres will also categorize feedback after it’s gathered. This helps to provide insights into how widespread the issue is. With this being the case, the closed feedback loop that is generally recommended for contact centres looks something like this: Unfortunately, it’s true that most contact centres will not close the loop with customers at all. This is not recommended, as it subconsciously signals to the customer that their feedback is not important. After all, if you value someone, you respond to them. Author: Rachael Trickey Published On: 1st Sep 2022 Read more about - Definitions, Feedback Recommended Articles How to Provide Closed-Loop Feedback With Employees and Customers 25 Good Customer Feedback Examples 9 Ways to Encourage Customers to Give Feedback 5 Places to Source Great Customer Feedback Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter