Summary
The Loop Experience Platform by Benbria enables location-based operations to capture, analyze, and act on real-time customer feedback across multi-channel touchpoints. By combining omni-channel survey deployment with automated service recovery, out-of-the-box CX methodologies, and real-time analytics, the Loop Experience Platform helps organizations intercept operational issues before they escalate, protect brand reputation, and drive long-term customer loyalty. This overview applies to Platform Administrators, Location Managers, Department Leads, and Benbria Internal Staff.
Prerequisites & Permissions
Primary Audience: Platform Administrators, Location Managers, Department Leads, and Benbria Internal Staff.
Permissions Required: Access and feature visibility depend on user roles configured in Admin / Settings:
Platform Owners: Full permissions to configure global CX metrics, survey actions, ticket routing rules, and enterprise-wide dashboard projects.
Location Admins: Permissions to manage localized tickets, review real-time response feeds, and view dashboard analytics for assigned sites.
Key Solution Pillars
1. Omni-Channel Feedback Capture
Loop CXM allows organizations to gather structured and unstructured feedback directly from customers across physical and digital touchpoints in their "moment of truth."
Physical Touchpoints: Deploy interactive feedback kiosks (such as Loop Blissful, Elegant, Nugget, or Walley) and dynamic QR codes on-site.
Digital Touchpoints: Capture feedback via web chat, SMS, and post-interaction email surveys.
2. Core CX Methodology Support
The solution natively supports industry-standard CX frameworks to measure satisfaction and loyalty out of the box:
Net Promoter Score (NPS): Evaluates long-term brand advocacy on a 0–10 scale.
Customer Satisfaction (CSAT): Tracks immediate, touchpoint-specific satisfaction across star ratings, smiley scales, and numeric options.
Customer Effort Score (CES): Measures interaction friction to identify broken operational processes before they lead to churn.
3. Closed-Loop Service Recovery & Automated Ticketing
Loop CXM turns real-time feedback into immediate frontline action:
Automated Survey Actions: Configure rules that automatically generate root-cause tickets in Ticket Management when a customer submits a low feedback score.
SLA Timers & Real-Time Alerts: Initiate response timers to enforce target resolution times and instantly notify department leads via SMS or email.
Closed-Loop Interception: Resolves customer grievances on-site, preventing negative public reviews and formal complaints.
4. Real-Time Analytics & Reporting
Aggregate field data into clear, actionable operational insights:
Survey Insights: In-depth, question-level analytics and response distributions for individual survey projects.
Dashboard Projects: Customized visual panels—including heat maps, trendlines, and scorecards—that cross-reference CX metrics across locations and shifts.
Automated Digests: Schedule recurring daily, weekly, or monthly email reports to keep executive leadership and operational teams aligned.
💡 TIP: Combine Survey Actions with Ticket Management to automatically route low CSAT or CES scores directly to on-duty department leads for instant service recovery.
⚠️ NOTE: Visual reporting panels and ticket access are governed by location permissions set in Admin / Settings. Users will only see feedback and tickets for their assigned locations or groups.
Related Benbria Modules
Survey Projects: Build, design, and deploy omni-channel feedback forms and configure survey actions. Use Survey Actions to Automate ticket creation, start conversations, alert triggers, and system notifications based on response scores. Action Plans allow you to turn customer and employee survey insights into structured, trackable improvements across your organization.
Unified Inbox: Core module for communicating with customers on multiple channels of engagement. This includes Email, SMS and WhatsApp.
Ticket Management: Monitor open issues, enforce SLAs, and categorize root causes. Use Service-Level Agreements to enforce response and resolution targets. Capture Root Causes to conduct Root Cause Analysis.
Dashboard Projects: Aggregate CX metrics, visual panels, and heat maps across locations. Use drill downs to surface relevant insights. Automate reporting with dashboard subscriptions while exporting into common formats such as PDF and PNG.
Next Steps & Further Reading
Survey Projects Overview – Learn how to build, design, and distribute feedback surveys.
Dashboard Projects Overview – Learn how to aggregate experience metrics into customized reporting dashboards.
How to Configure Dedicated CX Metric Panels – Step-by-step guide to adding NPS, CSAT, and CES scorecards to your dashboard canvas.
Understanding Ticket Management & SLAs – Detailed guide on setting up automated resolution workflows and target resolution timers.
Request a Demo
Interested in seeing how the Loop Experience Platform can transform your customer and employee experience workflows?
Request a Demo today to connect with a Benbria Product Specialist for a personalized walkthrough tailored to your operational goals.