Action Plans allow you to turn customer and employee survey insights into structured, trackable improvements across your organization. By grouping individual actionable tasks under targeted focus areas, teams can systematically resolve feedback trends, assign task owners, set deadlines, and measure operational impact. This feature is available for both Customer Experience Management (Loop CXM) and Employee Experience Management (Loop EXM) survey projects.
Prerequisites & Permissions
Plan Requirement: Action Plans are available exclusively on Professional and Enterprise subscription plans. If you do not see this feature, contact support@benbria.com or reach out to your Account Manager.
User Roles: Account Admins and Location Admins with editing privileges on the target survey project.
Accessing Action Plans
To locate Action Plans within your survey workspace:
Open your desired survey project in Loop CXM or Loop EXM.
Click Action Plans from the top navigation ribbon.
Creating a New Action Plan
Navigate to the Action Plans main page.
Click + Create New Plan in the top right corner of the page.
In the modal that appears:
Enter a clear Title for your plan (e.g., Q3 Front Desk Response Time Improvement).
Select a Focus Area from the drop-down menu. Focus Areas map directly to your survey question metrics or categories (e.g., Check-in Speed, Cleanliness, Staff Friendliness).
Click Save.
You will automatically be redirected to the newly created Action Plan workspace.
Adding Actions to a Plan
Once your Action Plan is created, break it down into individual, actionable tasks assigned to specific team members:
Under the Action Plan title, click + Add Action.
In the configuration window, fill in the required task details:
Title: Concise name of the task.
Owner: Select the user responsible for completing the task.
Due Date: Select a target completion date from the date picker.
Description: Add detailed operational context or specific instructions.
Click Save.
Managing Task & Plan Statuses
Updating Individual Action Statuses
Task owners and plan managers can update task progress directly on the action card:
Locate the action card within the plan.
Click the status button (default is Not Started).
Select the applicable status from the drop-down menu:
Not Started
In Progress
On Hold
Completed
Cancelled
Managing Overall Plan Details
The Plan Details panel on the right side of the screen provides a high-level overview of the entire initiative. Use this panel to:
View the assigned Focus Area.
Set or update the overall Plan Status.
Assign an overall Plan Owner.
Define or adjust the target Due Date for the complete initiative.
⚠️ NOTE: Modifying an individual action status does not automatically update the overall Plan Status in the Plan Details panel. Ensure project leads manually update the top-level Plan Status when key milestones are met.
💡 TIP: Link your Action Plan focus areas directly to low-scoring KPI drivers in your survey reporting dashboards to streamline root-cause analysis and accountability.
Frequently Asked Questions (FAQs)
Why can't I see the Action Plans option in my survey top ribbon?
Action Plans are restricted to Professional and Enterprise subscription plans. If your account is on a Standard plan, or if your user role lacks edit permissions for the project, this tab will not be visible. Contact support@benbria.com to check your plan status.
Can an Action Plan be linked to multiple survey questions?
Each Action Plan is mapped to a single primary Focus Area (metric/question driver) to maintain clear operational scope and focused reporting. If an initiative addresses multiple survey categories, create a dedicated Action Plan for each Focus Area.
Who can update the status of an Action item?
The assigned task Owner and the overall Plan Owner (as well as Account Admins) have full permission to update task statuses, due dates, and details.