Close every loop, at scale.

08 —FAQ

Feedback Management — Frequently Asked Questions

It is the systematic capture, analysis and resolution of customer and employee feedback, ensuring every signal reaches an owner who can act and close the loop.

VOC is the broader strategic practice of understanding customer expectations; feedback management is the operational engine that captures, routes and resolves individual feedback at scale.

Closing the loop — telling people their feedback led to action — builds trust and keeps participation high, while unacknowledged feedback dries up.

Yes. We connect customer and employee feedback into one view, since the two are deeply linked.

Feedback management is the systematic process of capturing, routing, analysing and closing the loop on signals from customers and employees. It matters because unresolved feedback erodes trust — people stop sharing when they see nothing change, removing your earliest warning of experience failures.

A survey programme collects data. A closed-loop system assigns every signal to an owner, triggers a resolution action, and notifies the person who gave the feedback. The difference is accountability: data sits in a dashboard; a closed loop drives a visible change.

A basic closed-loop structure — covering ownership, routing rules and a resolution workflow — can be operational in six to ten weeks. Integrating multiple channels and embedding it into existing technology typically adds another four to eight weeks, depending on your stack.

We work with what you have wherever it is fit for purpose. Our role is to design the process and ownership model first, then configure or recommend technology that supports it — not to sell you a platform you don't need.

Most organisations run these as separate programmes and miss the link entirely. We map customer pain points against the employee experience at the same touchpoints, so you can see whether a service failure is a process issue, a capability gap or a culture signal — and act on the right root cause.

That is the most common starting point. Volume without routing is noise. We audit where signals stall — usually at the point of ownership or prioritisation — and redesign the workflow so every piece of feedback reaches someone with the authority and the brief to resolve it.