Purpose
Inner loop actioning resolves issues one customer at a time. Outer loop actioning finds the recurring journey issues behind them and changes the root cause. A score shows a journey is underperforming but not why; clustering open-text feedback by journey supplies the why. It lets you:- Turn scattered responses into named, recurring journey issues
- See which journey stage a problem concentrates in
- Build a pattern register: a shortlist of systemic issues worth a root-cause fix
- Back each pattern with customers’ own words
Formbricks Approach
- An open follow-up question on every rating to capture the reason behind the score
- Topics & Subtopics to cluster open-text Feedback Records into themes
- Feedback Directories to keep clustering scoped to one journey