Design a Closed-Loop SLA
Create a closed-loop SLA that routes feedback by urgency and ownership.
Create follow-up rules for: NPS 0 with "unsafe" in text; CSAT 2 no comment; NPS 10 praising a named onboarding practice; repeated billing confusion across 12 responses. Route by severity, score, text, and owner; completion means customer update or root-cause action, not merely review. The trap is using score threshold alone. Text severity can outrank the number, and repeated moderate pain can outrank one vague low score. Before First-in, first-out spreadsheet review with inconsistent follow-up. After Severity-first closed-loop SLA with inner-loop and outer-loop completion criteria. Step 1 Safety text + NPS 0 = immediate escalation to Risk and CX, same-day…
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