Collecting feedback is the easy part. Closing the loop means customers can see (and feel) that their feedback changed something. This guide gives you a simple workflow and copy‑paste templates you can use today.
A practical customer feedback loop looks like: collect → acknowledge → analyze → act → follow up.
Trigger surveys after meaningful events (purchase, support resolution, onboarding milestone) so responses have context and are easier to act on.
An immediate “thanks—we got this” message reduces the “black hole” feeling and sets expectations for next steps.
Don’t stop at the score—group feedback into themes you can assign and fix (shipping delays, confusing UI, missing feature, etc.).
Pick the few changes that matter, assign an owner, and track progress. “We’ll look into it” isn’t a plan—an owner and due date is.
Close the loop by telling customers what you changed, or why you didn’t change it (yet). This can be 1:1 for urgent issues, or broadcast updates for common themes.
These templates are intentionally short. Personalize the first line, keep the tone human, and be honest about timelines.
Template 1 — Acknowledge feedback (no resolution yet)
Subject: Thanks — we got your feedback Hi [Name], Thanks for taking a minute to share feedback about [topic]. We’ve logged it with our team and we’re reviewing it now. If you’re open to it, what was the most frustrating part of the experience? — Jordan
Purpose: immediate acknowledgement and 1 clarifying question.
Template 2 — Follow up after a fix
Subject: Update: we fixed the issue you reported Hi [Name], You mentioned [their feedback]. Quick update: we made a change to address it — [what changed]. If you have a moment, does the experience feel better now? Thanks again for helping us improve, — Jordan
Purpose: closes the loop and confirms the fix worked.
Template 3 — “Not yet” (when you can’t fix it soon)
Subject: Quick update on your feedback Hi [Name], Thanks again for the note about [topic]. We agree it’s a real pain point. We’re not able to change it immediately because [short reason], but it’s now tracked as [plan / roadmap / process change]. If that timeline changes, we’ll let you know. If you’d like, reply with a screenshot or example — it helps us get it right. — Jordan
Purpose: honesty + expectations beats silence.
Template 4 — Broadcast update (newsletter / changelog)
Subject: You asked — we improved [theme] Over the last month, many customers told us [theme]. Here’s what we changed: • [Change 1] • [Change 2] • [Change 3] Keep the feedback coming — we read every response and use it to prioritize improvements.
Purpose: closes the loop at scale and boosts future response rates.