Closed-loop Feedback: A Comprehensive Guide

By Author: SurveySensum
Total Articles: 4
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I recently bought a very expensive pair of Colorblind Glasses from Pilestone. But they didn’t work! I requested a refund but the app somehow created a replacement request.

The glasses were picked up. But I didn’t receive any replacement or the money!

I reached out to customer care which I heard was very good. They asked me to wait for a week. After a week, they referred me to some other department. And a week after that, they said that the refund has been processed but it’s the bank’s fault!

I received the money after one call to the bank. But, I am NEVER going to buy from the Pilestone again.

Why?

I was unhappy with the way my case was handled.
I hate explaining the issue to multiple agents again and again.
The agents were untrained. They had no clue what they were supposed to do.
No one even made the effort to understand the root cause.
It seemed like I was talking to multiple teams from different companies. They kept on dodging my case.
And most importantly, they kept asking me for feedback after every call but no one really wanted to solve the problem!

This ...
... is what is wrong with most companies.

I am sure this must have happened with you as well!

They

Either don’t really want to take the feedback.
Or don’t do anything with the feedback.
That’s where CLOSED-LOOP FEEDBACK comes in!

Further Reading: https://www.surveysensum.com/blog/closed-loop-feedback-guide/