Close the loop

Turn customer feedback into action

Customer feedback is only valuable when your team can act on it.

With nps.today Close the Loop, you can follow up on customer feedback, document what happened and keep track of every action — from the first contact to resolution.

Give your team a simple, structured way to make sure important feedback is seen, followed up and acted on.

From feedback to follow-up - at scale

What does “Close the Loop” really mean?

Collecting an NPS, CSAT or CES response is only the first step. The next step is making sure the right person sees the feedback, follows up with the customer and records what happened.

A closed-loop customer feedback process helps your team:

Respond to customer feedback while the experience is still fresh
Make sure important responses reach the right people
Record customer contact and actions taken
Track whether a follow-up is open, contacted, closed or reopened
Keep a complete history of what happened
Turn individual feedback into insights that can improve the customer experience

Without a structured follow-up process, customer feedback can easily become another data point in a dashboard.

Close the Loop turns feedback into something your team can act on.

How it works

From customer feedback to follow-up

1. Collect feedback
Customers respond through your NPS, CSAT, CES or other surveys.

2. Identify what needs attention
Use ratings, comments, rules and notifications to identify feedback that requires follow-up.

3. Contact the customer
Give the right employee access to the response and customer feedback so they can follow up while the experience is still fresh.

4. Document the action
Add notes and record what happened directly on the response.

5. Close or reopen the follow-up
Mark the follow-up as Contacted, Closed or Reopened depending on the current status.

6. Learn from the feedback
Use the accumulated feedback and follow-up history to identify patterns, root causes and opportunities for improvement.

From manual work to smart decisions

Close the loop where your team already works

Following up on customer feedback should not require a separate workflow.

With nps.today, your team can access and follow up on feedback from the tools and channels they already use.

nps.today

Review customer responses, follow-up activity and history directly in the nps.today platform.

Email notifications

Receive notifications when feedback requires attention and open the response directly from the notification.

Feedback App

Give employees access to customer feedback and follow-up from the Feedback App.

Power BI

Bring customer feedback and follow-up data into your existing reporting and BI workflows.

The result: customer feedback becomes part of everyday work instead of something your team only reviews when looking at a CX dashboard.

Close the Loop inside your CRM and business systems

Get feedback to the right people

Not every customer response needs the same follow-up. Make sure important feedback reaches the people who can act on it.

Automatically notify the right colleagues based on ratings, segments or rules
Escalate critical feedback quickly
Give employees the context they need to follow up
Make ownership clear across teams
Reduce the risk of important feedback being overlooked

One platform. One method. Endless use cases.

Turn customer follow-up into CX insights

Closing the loop is not only about resolving individual customer issues. The follow-up data can also help your organization understand what is happening across the customer experience.

With nps.today, you can combine customer feedback, follow-up activity and CX analytics to:

Identify recurring issues and root causes
Discover trends across customers, teams and touchpoints
Explore feedback with the AI Feedback Assistant
Analyze customer feedback in interactive dashboards
Identify opportunities for operational improvements

This connects individual customer conversations with the bigger picture — helping your organization move from reacting to feedback to continuously improving the customer experience.

Close the Loop with customer feedback

Make sure every important response leads to action

Customer feedback should not end in a dashboard. See how nps.today helps your team close the loop with real-time notifications, follow-up tasks, CRM activation and AI-powered insights — so feedback becomes part of daily work across sales, service, onboarding and retention.