• DELanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Produkte

    Produkte

    • Digital & Selbstbedienung

    • Workforce Engagement Management

    • Routing & Orchestration

    • CX-Analytik

    • Automatisierung

    • Offene Cloud-Platform

  • Lösungen

    Lösungen

    • Konzerne

    • KMU

    • Kundenerlebnis verbessern

  • Serviceleistungen
  • Ressourcen

    Ressourcen

    • Ressourcen-Bibliothek

  • Unternehmen

    Unternehmen

    • Über uns

    • DELanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Kontakt
      • Home
      • Glossar
      • Closed-loop Survey
      View a demo
      Get a quote
      Resource library

      On this page

      • What is a Closed-loop Survey?
      • Common types of metrics measured in closed-loop surveys:
      • Explore Products
      • What can NiCE do for you?

      • SCHEDULE A DEMO

      Möchten Sie mehr erfahren?

      Abonnieren Sie unseren Newsletter

      IN VERBINDUNG BLEIBEN

      © 2025 NICE
      • Terms of Use
      • Privacy Policy
      • Legal

      Stay Connected

      © 2025 NICE

      What is a Closed-loop Survey?

      A closed-loop survey is a device within a closed-loop feedback process that collects customer input. The closed-loop survey helps identify customer experience (CX) strengths and weaknesses and can pinpoint specific customers who need attention. Contacting these customers and “closing the loop” by addressing their issues can strengthen relationships and reduce churn.

      Although closed-loop surveys can provide highly useful data, many CX-focused businesses view them as one point of feedback in a much longer conversation. Closing the loop by talking to customers provides more context and qualitative information. Additionally, closed-loop surveys should include freeform fields that allow customers to explain their survey responses. Without this additional information, survey results can be much less actionable.

      Common types of metrics measured in closed-loop surveys:

    • Net Promoter Score (NPS): NPS surveys are relationship surveys that measure consumer perceptions about a brand. Survey takers are asked to rate the following question on a scale of 0 – 10: "How likely is it that you would recommend [brand] to a friend or colleague?" NPS is an indicator of loyalty and a predictor of future business growth.
    • Customer Satisfaction (CSAT): CSAT surveys are a traditional form of closed-loop surveys that typically measure how people think and feel about a specific transaction, such as an appliance installation or a customer service interaction. CSAT surveys can identify areas to focus on to improve CX.
    • Customer Effort Score (CES): CES surveys indicate if customers think businesses are easy or hard to work with. This type of closed-loop survey can help identify sources of friction along the customer journey.
    • How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

      Back to Glossary

      Contact us

      If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform