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Closing the Loop

Closing the loop is a central element of the Net Promoter System®.


Closing the Loop

Closing the loop not only lets customers know that you have heard their feedback, but it also brings the customer’s voice right inside the organization. In this short video, Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, explains why this step is a central element of the Net Promoter System. 

Read the Bain Brief: Closing the loop

Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. 

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The Loyalty Insights Series

Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of Net Promoter System in these short videos.


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