{"id":48765,"date":"2020-10-08T14:17:31","date_gmt":"2020-10-08T18:17:31","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48765"},"modified":"2020-10-22T20:09:38","modified_gmt":"2020-10-23T00:09:38","slug":"closed-loop-feedback-management-how-closed-is-your-loop","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/","title":{"rendered":"How Closed Is Your Loop (Really)?"},"content":{"rendered":"<p>If I had a nickel for every time I heard someone mention &#8220;closing the loop&#8221; or having a &#8220;two-way dialogue&#8221; &#8212; well, I&#8217;d have a lot of nickels.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Here&#8217;s the thing: If it&#8217;s not closed, it&#8217;s not much of a loop.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Put another way: If it&#8217;s not two-way, it&#8217;s not much of a dialogue.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48767\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-1024x683.jpg\" alt=\"closed loop feedback\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-931681992-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/div>\n<div class=\"div-spacer\"><\/div>\n<p>You may have noticed that plenty of people are organizations present themselves as open to feedback. From comment cards to open-door policies, everyone seems like they&#8217;re ready to listen. Smart, right? Obviously. Whether you&#8217;ve implemented a closed loop feedback management system or just <a href=\"https:\/\/www.sogolytics.com\/online-survey-tool\/\" target=\"_blank\" rel=\"noopener\">sent out a single survey<\/a>, you probably know that feedback makes a difference.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>Feedback matters to employee experience. One study showed that <a href=\"https:\/\/officevibe.com\/blog\/infographic-employee-feedback\" target=\"_blank\" rel=\"noopener\">43% of highly engaged employees receive feedback at least once a week<\/a>. Probably not a coincidence.<\/li>\n<li>Feedback matters to customer experience: <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/de\/Documents\/WM%20Digitalisierung.pdf\" target=\"_blank\" rel=\"noopener\">Client-centric companies are 60% more profitable<\/a> than those than those that aren&#8217;t.<\/li>\n<\/ul>\n<p>The real question is this: What happens to all of that feedback?<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2><strong>All the Feels: The Impact of Feedback Fails<\/strong><\/h2>\n<p>While simply being open to feedback is great, it&#8217;s just one part of the process. Feel it out:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>First, there&#8217;s the warm and fuzzy feeling you get when someone invites you to share your thoughts and opinions.<\/li>\n<li>Then, there&#8217;s the excited and empowered feeling you get when you actually present your feedback.<\/li>\n<li>Finally, there&#8217;s a feeeling of optimism and hope that your feedback will make a difference.<\/li>\n<\/ul>\n<p>Sadly, if nothing happens with that feedback, the process continues:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>The feeling of anxiety about whether anyone actually understood your feedback in the first place.<\/li>\n<li>The disappointment that nothing has been done about it.<\/li>\n<li>The disillusionment and anger &#8212; feeling fooled, taken advantage of, taken for granted&#8230; not good.<\/li>\n<\/ul>\n<p>Whether you&#8217;re a customer or employee, this track generally leads to you dropping back. You&#8217;re not as likely to be engaged, not as likely to share future feedback, and not as likely to stick around. At worst, if this happens over and over again, you&#8217;re likely to drop out, and you&#8217;re even more likely to share your negative feedback externally, even publicly.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48772\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-1024x683.jpg\" alt=\"feedback management\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163568407-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/div>\n<div class=\"div-spacer\"><\/div>\n<h2><strong>Close-up: A Closed Loop Success Story<\/strong><\/h2>\n<p>The good news is that it doesn&#8217;t have to be that way. Imagine the happier version of that story.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>The feeling of acknowledgement when someone confirms that your feedback has been received.<\/li>\n<li>The rush of excitement when someone shows appreciation for your feedback.<\/li>\n<li>The feeling of collaboration when someone asks follow-up questions for clarification and exploration.<\/li>\n<li>The appreciation you feel when someone takes the time to thoroughly review and respond to your ideas, whether they are implemented.<\/li>\n<li>The rush of pride if your suggestion is implemented.<\/li>\n<\/ul>\n<p>Again, the same is true for both employees and customers: This track brings you closer. You&#8217;re more likely to become or stay engaged, more likely to share future feedback, and more likely to stick around. Even if your suggestion doesn&#8217;t lead to immediate action, just the fact that you&#8217;re involved in the process brings you a greater sense of investment in what&#8217;s next.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Those who feel that their feedback is valued begin to see themselves as part of the team. Whether they are the ultimate decision-makers or not, closing the loop well brings everyone closer together.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Closing the Loop Well: A Deep Subject<\/h2>\n<p>Let&#8217;s take it for granted that you&#8217;re on board &#8212; that you believe closing the loop is important. Welcome aboard.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>From here, there are at least two more possible paths: kinda sorta closing the loop (mostly) and closing the loop well.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><em><strong>Mostly<\/strong> <\/em>closing the loop might look like:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>Logging the feedback in a tracking tool or document.<\/li>\n<li>An automated template email that confirms receipt of a suggestion.<\/li>\n<li>An automatic call or voicemail that lets the suggester know that the feedback is being considered.<\/li>\n<li>Transferring a call, or letting the originator know that the suggestion has been passed on to another team.<\/li>\n<\/ul>\n<p>Good start. Closing the loop <em><strong>well<\/strong> <\/em>might include:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>Customized automated follow-up emails.<\/li>\n<li>Clear expectations about what will happen next with this feedback.<\/li>\n<li>Asking follow-up questions to clarify understanding.<\/li>\n<li>Scheduling time for a quick call or meeting to share possible solutions.<\/li>\n<li>As seamlessly as possible, bringing in the right people to review the feedback.<\/li>\n<li>Well-considered internal discusison before following up.<\/li>\n<li>Clear logging of all activity related to this feedback to ensure easy follow-up and tracking.<\/li>\n<li>The opportunity for the originator to share feedback on the experience.<\/li>\n<li>The ability to report on the kinds of feedback received over time, the customers&#8217; experience, and the timeliness of responses.<\/li>\n<\/ul>\n<div class=\"div-minispacer\"><\/div>\n<p>The list could go on and on.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48771\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-1024x576.jpg\" alt=\"closed loop feedback management\" width=\"1024\" height=\"576\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-1024x576.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-300x169.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-768x432.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-1000x563.jpg 1000w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/10\/GettyImages-1163705421-50x28.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/div>\n<div class=\"div-spacer\"><\/div>\n<p>Unfortunately, too many individuals and organizations are dealing with un-closed loops (What is that, anyway &#8212; a string?) and less-than-two-way dialogues (If you&#8217;re talking to yourself, that&#8217;s definitely a monologue!). How closed is your loop?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<div class=\"div-spacer\"><\/div>\n<p>Looking for suggestions on how to close your loop? Stay tuned as our series on closed loop feedback management continues, and <a href=\"https:\/\/www.sogolytics.com\/blog\/meet-sogoconnect-the-basics-of-closed-loop-feedback-management\/\" target=\"_blank\" rel=\"noopener\">learn more about SoGoConnect<\/a> &#8212; a solution that helps both you and your stakeholders from talking to yourselves. \ud83d\ude09<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If I had a nickel for every time I heard someone mention &#8220;closing the loop&#8221; or having a &#8220;two-way dialogue&#8221; &#8212; well, I&#8217;d have a lot of nickels. Here&#8217;s the thing: If it&#8217;s not closed, it&#8217;s not much of a loop. Put another way: If it&#8217;s not two-way, it&#8217;s not much of a dialogue. You may have noticed that plenty of people are organizations present themselves as open to feedback. From comment cards to open-door policies, everyone seems like they&#8217;re ready to listen. Smart, right? Obviously. Whether you&#8217;ve implemented a closed loop feedback management system or just sent out a single survey, you probably know that feedback makes a difference. Feedback matters to employee experience. One study showed that 43% of highly engaged employees receive feedback at least once a week. Probably not a coincidence. Feedback matters to customer experience: Client-centric companies are 60% more profitable than those than those that aren&#8217;t. The real question is this: What happens to all of that feedback? All the Feels: The Impact of Feedback Fails While simply being open to feedback is great, it&#8217;s just one part of the process. Feel it out: First, there&#8217;s the warm and fuzzy feeling you get when someone invites you to share your thoughts and opinions. Then, there&#8217;s the excited and empowered feeling you get when you actually present your feedback. Finally, there&#8217;s a feeeling of optimism and hope that your feedback will make a difference. Sadly, if nothing happens with that feedback, the process continues: The [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":5055,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,156,205],"tags":[425,544,543],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Closed Is Your Loop (Really)? - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"A closed loop feedback management system might sound too fancy, but it comes down to this: What are you actually doing with the feedback you get now?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Closed Is Your Loop (Really)? - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"A closed loop feedback management system might sound too fancy, but it comes down to this: What are you actually doing with the feedback you get now?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-08T18:17:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-10-23T00:09:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2018\/12\/ff-4.png\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Melissa Krut\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/\",\"name\":\"How Closed Is Your Loop (Really)? - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2020-10-08T18:17:31+00:00\",\"dateModified\":\"2020-10-23T00:09:38+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07\"},\"description\":\"A closed loop feedback management system might sound too fancy, but it comes down to this: What are you actually doing with the feedback you get now?\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/closed-loop-feedback-management-how-closed-is-your-loop\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"How Closed Is Your Loop (Really)?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07\",\"name\":\"Melissa Krut\",\"description\":\"Melissa seeks balance in all things: the rush of running and the quiet of yoga, what's gained in learning and what's given in teaching, and the pleasures of reading and writing. 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