Definition
A customer feedback loop is the cycle of hearing feedback, acting on it, and telling people what changed.
A loop has four steps. Collect what people say. Analyze it to find the main themes. Act on the most important one. Then close the loop by telling the people who raised it.
That last step is easy to skip, but it matters. It shows customers that their words led to a change. It also gives them a reason to share feedback again.
Ways to close the loop
Reply to the App Store review that reported the bug. Email the users who asked for a feature when it ships. Mention fixes in your release notes, in plain words. Then watch whether the theme shrinks.
Example
Twelve users email about a confusing export screen. You redesign it, then email all twelve: "You asked, we fixed it. Here's the new export." Next month, you check that the complaints have stopped.
Related terms
- Voice of the customer (VoC) Voice of the customer (VoC) means gathering what customers say, in their own words, and using it to guide your choices.
- Feature request A feature request is a message from a user asking for something your product can't do yet.
- Churn rate Churn rate is the percent of customers who stop paying or stop using a product during a set time, such as a month.
- Developer response A developer response is the public reply an app maker posts under a user's App Store review.
Learn more
Updated by the Synthiya team. See all terms.