Customer Feedback Glossary

    Plain-English definitions of the terms behind collecting customer feedback and closing the loop.

    Customer Feedback Loop

    A customer feedback loop is the end-to-end process of collecting feedback from customers, acting on it, and following up to tell them what changed. It turns one-off input into an ongoing cycle, so customers see their feedback lead to real product or service improvements.

    Closed-Loop Feedback

    Closed-loop feedback is the practice of following up with a customer after they share feedback to tell them what you did about it. "Closing the loop" completes the conversation — the customer learns their input was heard and acted on, rather than disappearing into a backlog.

    Feedback Triage

    Feedback triage is the process of sorting incoming customer feedback by theme, urgency, and impact so teams know what to act on first. Like medical triage, it handles a high volume of input by deduplicating, tagging, and routing each item to the right owner before anything gets prioritized.

    Voice of the Customer (VoC)

    Voice of the Customer (VoC) is the structured capture of customer needs, expectations, and experiences across every channel — surveys, support tickets, reviews, and interviews. A VoC program synthesizes this feedback into insights that guide product, marketing, and service decisions, ensuring the company hears what customers actually want.

    Product Feedback Management

    Product feedback management is the discipline of collecting, organizing, prioritizing, and acting on feedback about a product. It centralizes input from customers, support, and sales into one system so product teams can spot patterns, decide what to build, and close the loop with the people who asked.

    Feature Request Management

    Feature request management is the process of capturing, organizing, and prioritizing customer requests for new functionality. It consolidates duplicate asks, links each request to the customers behind it, and tracks it from submission through to shipped — so teams build what users actually want and can follow up when it launches.