Closed Loop Customer Feedback Systems
Management information is only as valuable as the results that it enables. First rate customer satisfaction measures are of little value if they do not inspire action. If vital customer information is presented in an obscure or difficult to interpret format, if it never reaches key decision makers, if it fails to prompt an effective response or if customers are not kept “in the loop” then having solid customer data is not much more useful than not having it.
Closed loop systems are fundamental to good quality management and continuously improving processes. They ensure that information is reported concisely and consistently and routed reliably to the responsible decision-makers where they are assessed and evaluated. Where appropriate, remedial actions are defined and authorized and in all cases feedback generated and communicated to front line staff and customers.
Tyche consultants know what works and will assess your entire customer satisfaction management process, identify potential risk areas and prescribe practical solutions. A comprehensive Closed Loop Customer Feedback system will typically include:
- A concise and comprehensive set of reports based upon the Customer Satisfaction Measurement systems.
- A documented process for communicating customer satisfaction measurements and related information to the key decision makers who are empowered to respond to it.
- Required feedback processes through which responses to identified customer satisfaction issues are communicated back to first line staff and customers.
- Accountability for implementation of approved changes, adjustments and fixes to customer-facing activities.
Like any other process, customer satisfaction management needs to be monitored and improved continuously. Closed loop feedback systems provide a proven method for catching issues quickly, responding to them effectively and keeping your management system up to date and effective.
You might once have had to take the effectiveness of your customer satisfaction management process on faith….. but now you know!