In our recent blog, Improving Satisfaction by Closing the Feedback Loop, we discussed loops to improve the overall customer experience. There are three ways your customer satisfaction measurement program can support a closed feedback loop:
- First, identify your moments of truth and integrate measurement across them.
- Second, automate the process from start to finish.
- Third, act on the information to improve customer satisfaction.
Many companies become unhappy with their customer satisfaction programs because they don't get information that leads to improvement. Using the closed feedback loop approach avoids this situation and helps to build a customer-focused approach to continuous improvement.