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 Closed-loop Feedback?

Closed-loop feedback is the process of acting on direct or indirect customer input collected from sources such as customer surveys, contact center interactions, and social media comments. Businesses that use closed-loop feedback don’t just analyze customer input, they act on it in order to strengthen customer relationships by improving customer experiences.

A closed-loop feedback process begins with collecting customer input. If an organization uses Voice of the Customer (VOC) feedback from numerous, disparate sources can be consolidated in one system for easier and more effective management. The VOC application can also send out automated alerts about specific feedback that needs closed-loop action. Once an employee has closed the loop, he can indicate that in the system, which will notify relevant users.

Closing the loop on negative feedback is critical to rescuing at-risk customers who might otherwise churn. If a customer uses a survey as an opportunity to describe an issue they are having, a company can damage the relationship if it doesn’t contact the customer and correct the issue. But a closed-loop feedback process isn’t just for highly dissatisfied customers. It’s also beneficial to acknowledge customers who provide exceptionally high praise for the company. These are likely Promoters who can act as brand advocates by promoting a brand on social media and referring friends and colleagues.

Closing the loop on feedback can take many forms. In the case where the customer complained of an issue on a survey, a personalized follow-up in the customer’s channel of choice is likely the best course of action. These personalized interactions also give the organization an opportunity to collect additional feedback. Businesses should tailor their closed-loop feedback process, including the follow-up actions, to suit their customers and their CX goals.

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.

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