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Set up

Closed-loop feedback

Closing the loop means every piece of feedback that needs a response gets one, and the causes behind repeated issues get fixed. We design two loops. The fast one deals with individual customers and the slower one with systemic problems. Your teams do the follow-up. We design how it works, help set up the alerts, cases and forums behind it and help you keep it going.

Request a discovery call How we do it
Closed loopLow score alertTodayCase assignedOwnerCustomer contactedCallResolvedClosed

When it helps

Signs you need this.

  • Unhappy customers are identified and nobody contacts them.
  • Alerts fire and are ignored.
  • Frontline staff don't know what they're allowed to offer.
  • The same root causes come up again and again.
  • Complaints and survey feedback are handled in separate systems.

How we do it

How we close the loop.

  1. Triggers

    We define which responses need follow-up and how quickly.

  2. Routing

    We agree who receives each case, and what happens when they're away or it isn't resolved.

  3. Playbook

    We write what a good follow-up looks like, including what staff may offer and how outcomes are recorded.

  4. Root cause

    We help you set up the forum where your teams review patterns, assign owners and track fixes through to completion.

  5. Build and measure

    Alerts and case management are configured, by us on Qualtrics or by your team, with reporting on follow-up rate, time to close and repeat issues.

What you get

What you have at the end.

  • Alert rules and routing logic
  • A follow-up playbook for frontline teams
  • A configured case workflow
  • A root-cause forum with agenda, attendees and backlog
  • Measures for the loop itself

From our principal consultant's work at Qualtrics

Designed the complaints management solution for an automotive group, as part of its group-wide CX programme.

Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experience

What we need from you.

  • The teams that will receive and resolve cases
  • Current complaint and follow-up processes
  • Rules on what frontline staff may offer
  • A senior owner for the root-cause forum

Questions

Questions you may have.

Do we need to contact every unhappy customer?

Not always. We set thresholds based on the capacity you have and the value at stake, and say plainly what will go unanswered.

Can this include complaints?

Yes. Complaint handling and survey follow-up work best as one process with one view of the customer.

Which tool handles the cases?

We can set up case management in Qualtrics. If your teams already work in a CRM or service desk, we design the hand-off so cases appear where they work.

Related

Related services.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com