Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is a Closed-loop Action?

A closed-loop action is a Voice of the Customer (VOC) term that refers to the act of following up with customers who have provided either extremely positive or negative feedback. The goals of closed-loop actions are typically to rescue dissatisfied customers who might churn and acknowledge customers who provided positive input. Closed-loop actions also provide opportunities to gather additional feedback and strengthen relationships.

Closed-loop actions are part of a comprehensive closed-loop process that begins with customer feedback or an event. Customer feedback can come from sources such as customer surveys, social media comments, and customer service interactions. Organizations need to act on the collective feedback as well as contact individual customers who are particularly unhappy or provided glowing input. Not closing the loop with a customer who expressed dissatisfaction can cause further harm to the relationship.

Closed-loop actions can be automated and take several forms including individual or group outreach via phone, email, SMS text, social messaging, etc. Businesses should develop guidelines for employees conducting ad hoc closed-loop actions including scripts for different scenarios and policies about offering discounts or refunds. If the organization uses a VOC platform, these employees would be alerted when action is required, then note that the loop had been closed and input any additional feedback gathered during the interaction so it can be included in analysis.

Closed-loop processes can help organizations meet their business goals. When done right, closing the loop can reduce churn, demonstrate that the business is listening to its customers, and engage Promoters (highly satisfied customers) in referral opportunities. Additionally, closed-loop processes can help organizations understand drivers of loyalty and make better decisions about their approach to customer experience.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

Back to Glossary