Summary
The Loop Experience Platform by Benbria enables organizations to gather, analyze, and act on real-time internal staff feedback across operational workflows. By capturing frontline employee sentiment during shift routines and onboarding milestones, the Loop Experience Platform helps operations intercept workplace burnout early, drive staff retention, automate internal issue resolution, and boost workplace satisfaction analytics. This overview applies to Platform Administrators, HR Leads, Location Managers, Department Heads, and Benbria Internal Staff.
Prerequisites & Permissions
Primary Audience: Platform Administrators, HR Leads, Location Managers, Department Heads, 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 employee engagement surveys, eNPS metrics, automated HR action plans, ticket escalation rules, and enterprise-wide EX dashboards.
Location Admins: Permissions to manage localized internal tickets, monitor live pulse sentiment feeds, and review scoreboard or dashboard analytics for assigned sites.
Key Solution Pillars
1. Omni-Channel Internal Feedback Capture
Loop EXM provides continuous, frictionless feedback loops designed for operational and deskless employees across physical and digital channels:
In-Location Hardware & QR Codes: Deploy employee feedback channels via dedicated kiosk hardware or dynamic QR codes placed in breakrooms and staff check-in areas.
Digital Outreach: Capture pulse responses and eNPS checks via mobile SMS, app links, and automated email distributions.
2. Frontline Staff Voice & Retention
Intercept workplace burnout and improve staff retention by embedding micro-feedback into daily routines:
Routine Pulse Checks: Collect anonymous or identified feedback during shift handoffs, end-of-shift check-outs, and periodic pulse checks.
Milestone Evaluations: Automatically deliver sentiment surveys at key milestone intervals, such as 30-60-90 day onboarding phases or annual reviews.
3. Core EX Methodology Support
The solution natively supports industry-standard employee experience frameworks out of the box:
Employee Net Promoter Score (eNPS): Evaluates overall employee advocacy and workplace recommendation levels.
Employee Satisfaction (ESAT): Measures touchpoint-specific satisfaction regarding shift conditions, management support, and tool availability.
Pulse Sentiment Tracking: Tracks ongoing operational morale using smiley rating scales, 5-point scales, and sentiment indicators.
4. Operational Scoreboards & Engagement
Drive team alignment and recognize frontline excellence using dynamic physical displays:
Scoreboard Projects: Stream live performance metrics, shift benchmarks, and employee recognition indicators directly onto physical screens or tablets on-site.
Shift Alignment: Keeps frontline staff informed on key daily operational goals (such as cleanliness, speed, and service scores) in real time.
5. Closed-Loop HR & Internal Action Plans
Convert internal feedback into actionable operational improvements:
Automated Ticket Escalation: Configure Survey Actions to automatically generate internal tickets in Ticket Management upon receiving low pulse ratings or employee grievances.
Action Plans & SLAs: Assign structured remediation tasks to HR or department leads with SLA timers to ensure timely corrective action and follow-up.
6. Real-Time EX Analytics & Reporting
Aggregate staff sentiment into clear operational dashboards:
Survey Insights: In-depth, question-level response distributions and eNPS breakdowns for specific employee pulse projects.
Dashboard Projects: Customized visual panels and heat maps that cross-reference employee sentiment against shifts, departments, and location groups.
Scheduled Digests: Automatically deliver recurring email reports to keep leadership and HR teams aligned.
💡 TIP: Link Scoreboard Projects in breakrooms with real-time Survey Insights to visibly demonstrate how management acts on frontline staff feedback.
⚠️ NOTE: Anonymity settings configured in Survey Settings govern employee profile visibility. If an EX survey is set to full anonymity, submitter contact details are withheld while aggregated scores remain visible in analytics.
Related Benbria Products & Modules
Survey Projects: Design, deploy, and configure automated actions for pulse checks and eNPS surveys. Use Survey Actions to Automate ticket creation, start conversations, alert triggers, and system notifications based on response scores. Action Plans allow you to manage long-term operational improvement plans and corrective steps.
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 internal sentiment, shift trends, and ESAT scores into customized executive views. 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 internal employee surveys.
Scoreboard Projects Overview – Learn how to stream live performance metrics onto physical screens.
See How to Configure Action Plans – Guide on creating step-by-step resolution workflows for operational goals.
Understanding Ticket Management & SLAs – Detailed guide on setting up automated resolution workflows and target response 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.