The QBR Hub

What’s in this article?

• Six steps to close the feedback loop: capture → triage → assign → act → verify → communicate
• What to show in your Business Reviews
• The metrics that matter to your customers

Why feedback loops fail

Feedback loops fall apart when information sits in silos, the ownership of actions is unclear, and progress is invisible to customers - meaning stakeholders assume nothing has happened. Discussions at reviews can often get caught in the details, rather than proactive planning of actions and presenting successful outcomes.

The closed-loop model, in six steps

1. Capture: regularly collect feedback like NPS and CSAT scores, as well as written comments (find out why you should combine your QBRs with NPS and CSAT scores)
2. Triage: define your top-three priorities for each account
3. Assign: the account owner is most likely to be responsible for completing any actions, but make sure to include any other stakeholders
4. Act: take meaningful steps to act on feedback
5. Verify: prove and evidence the steps taken with before-and-after data or customer confirmation
6. Communicate: give simple progress updates as you go and, once the feedback has been acted on, summarise any next steps clearly

What to show in your Business Reviews

Step 6 brings you back to your Business Review meeting and starts the loop again. Bring together your keys points of progress into a few slides to bring everyone onto the same page and include:

• Feedback at a glance: key metrics that prove success or progress so far
• What changed: a before and after of the top items closed since the last review
• What’s next: any remaining priority actions, any blockers you may be facing and any information/support you need from the customer

Remember: keep an accurate log of these discussions and track your actions using a tool like Clientshare Pulse so everyone understands what is expected of them.

Metrics that matter

These are a few of the metrics you can share to evidence your value:

• Time-to-acknowledge and time-to-plan: Shows how responsive you’ve been to feedback
• Time-to-close: Sets expectations for your reliability
• Changes to sentiment scores (CSAT & NPS): Indicates how stakeholders are feeling about your relationship over time

Final thoughts

Closing the loop isn’t about collecting more feedback, it’s about proving that feedback leads to visible change. By following a clear, repeatable process – and, importantly, showing your work at every Business Review – you build trust, demonstrate reliability and make your value unmistakable. Use this article’s steps and advice to create a Business Review process that is transparent, auditable, and centred on outcomes.

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