{"id":1015215,"date":"2025-03-11T09:57:00","date_gmt":"2025-03-11T16:57:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1015215"},"modified":"2025-03-11T10:08:18","modified_gmt":"2025-03-11T17:08:18","slug":"true-closure-in-customer-experience-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/true-closure-in-customer-experience-tuesday-cx-thoughts\/","title":{"rendered":"True Closure In Customer Experience | Tuesday CX Thoughts"},"content":{"rendered":"\n

Tuesday CX Thoughts is a space where Ken Peterson<\/a>, QuestionPro\u2019s Director of CX, shares insights on the industry with real-life examples and practical recommendations. His reflections can help shape how you serve your customers, regardless of your industry or service.<\/em><\/p>\n\n\n\n

In today\u2019s edition, we\u2019ll discuss the culture of feedback and the importance of closing the loop with your consumers.<\/em><\/p>\n\n\n\n

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I recall a terrible experience that I had at a restaurant. <\/p>\n\n\n\n

It was normally a standard experience, never outstanding\u2014good or bad\u2014and I had been there several times without incident. Then there was that one time\u2014it seemed everything went poorly. It was slow to get an order and slow to receive it, several items were probably not prepared, and a manager said, \u201cNot my problem,\u201d when I asked her what went wrong.<\/p>\n\n\n\n

I did get a survey, and I gave my honest opinion. When I submitted the survey, I received a note from the regional manager just a few hours later. Probably the most surprising part about that note is that it arrived exactly three hours after I submitted the survey\u2014arriving at the very late hours of the night\u2014or the morning, depending on when you wake up.<\/p>\n\n\n\n

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It had a message that I could respond to the email or call. I waited until the next morning to place a call and give context so they could improve. Instead, when I reached the number, I had to leave a voice message. A few hours later, the call was returned, and the regional manager on the line wondered who I was and why I called.  <\/p>\n\n\n\n

I filled in the details and mentioned that I got an email from him that I should reach out to him. The response: \u201cThat is an automated email.\u201d<\/strong>  Even more surprising, when he checked the ticketing system, the ticket was listed as \u201cresolved.\u201d<\/strong> This even s<\/span>urprised him. Apparently, that email was supposed to be a follow-up after the ticket was closed to leave the impression of an open dialog being available.<\/p>\n\n\n\n

However, after I mentioned what I did for a living, he brought up the idea that the store was trying to close out the closed-loop tickets<\/a>, as they are measured on resolution time. He acknowledged that it resulted in many cases being closed without ever contacting the customer\u2014not exactly closing the loop.<\/p>\n\n\n\n

Here\u2019s a short video explaining how you can easily and effectively implement a feedback system \nto close the loop efficiently.<\/pre>\n\n\n\n
Why should you close the loop?<\/h2>\n\n\n\n
There are some key benefits to genuinely closing the loop. Those include:<\/p>\n\n\n\n