Increasing the value of your feedback

With so many different features available in Delighted, it’s easy to overlook some big-impact changes that would be easy to make in your account. We've identified the three most important aspects of successful feedback programs to review every quarter. With a focus on your program goals, review the following pages for a list of features our customers have identified as having the biggest bang for their buck in improving their programs.

The final aspect of your program to consider during your QBR is how you action your feedback.

Your customer experience program will get buy-in across departments when feedback is shared and actioned, allowing you to infuse the voice of the customer into your everyday operations.

In this section, we’ll walk through two strategies for increasing the value of the feedback you receive:

Share feedback where your team works using Integrations

What Integrations are available?

No matter where your team works, Delighted’s out-of-the-box integrations can send your feedback there. Check out our Integrations page for the full list.

How can I use integrations?

If your team checks Slack frequently, sending response notifications to a team channel can engage them in your program. If your team leads always respond to email, then Alerts would be a fantastic way to notify them of relevant feedback.

Where can I learn more?

Check out our Integrations FAQs for more information about Slack, Alerts, and more!

Follow-up with your respondents and close the loop

What is close the loop?

Closing the loop means something different for every company, but the goal is to mobilize your team to take immediate action to resolve concerns, share feedback with the wider team for systemic improvements, and generally improve the customer experience moving forward.

How can I use close the loop?

Say you head the CX program for an on-demand service company. If you receive negative feedback regarding a customer’s experience and reach out to that customer within 24 hours, you have the chance to regain their trust in your company. Even better, you can follow-up with the employee they interacted with to identify training opportunities to reduce the chance of receiving negative feedback in the future.

Where can I learn more?

Head to our Closing the loop guide for more information, including the micro and the macro of this process.

Next section: Expanding your CX program

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