Developing a plan
Set your closed loop process up for success by first spending time to develop a solid framework. Establishing expectations for your team members, investing in a bit of training, and determining how you'll be sharing feedback are all steps that will ensure your customer follow-up program is completely seamless and effective.
- Developing the frontline: Who will be notified of responses? Who should be following up?
- Leveraging your support stack: What tools will you be using for the closed loop process?
- Expanding to the macro: How often should you share feedback with the rest of the team?
- Help Desks: Using a help desk like Zendesk or Help Scout? If so, consider using either integrations or alerts to automatically notify your frontline support team when Detractor comments are received. Routing feedback to your existing help desk will keep all your communication centralized, while also making it super easy for your team to act on critical customer feedback
- CRMs: Using a platform like Salesforce to manage all your customer details and relationships? Consider reviewing our integrations, either those offered by Delighted directly or via Zapier, to sync NPS feedback to your customers’ records. In terms of the closed loop process, having all customer detail in one place(including their NPS) ensures you can have more robust context to inform any subsequent conversation
- Data Visualization / Reporting: Export your data at any time via the UI or API. If you’re using any analytic-based tools for business intelligence, such as Looker or Tableau, you might consider running regular exports of Delighted data. Delighted provides exports in CSV format, so you can quickly and easily plug that data into your business intelligence tools. By running more in-depth reporting, you can surface key insights regarding trends in customer feedback- driving more and more macro-level change across your organization
- Daily (Frontline team): Set-up alerts/integration notifications to pull frontline staff into the closed loop process as soon as a customer response is received
- Weekly (Key team members): Hold a frequent meeting, ideally weekly, to chat through the previous week’s feedback and any noted trends. Involve team members that can more readily enact change based on this feedback, such as engineering, marketing, and account managers. Use Delighted’s weekly digest to automatically deliver a summary of feedback you can chat about during your meeting
- Monthly or Quarterly (Company-wide): Getting the whole team organized takes a lot more effort to combat scheduling conflicts. Aim for a monthly or quarterly cadence to give teams time to clear out their schedule. This company-wide meeting can focus on the larger topics and trends gathered by frontline employees and key team members running the NPS program and managing the closed loop process. Keeping a monthly/quarterly cadence ensures that the entire company remains customer-centric and involves current feedback in their decision-making processes