Closing the Loop.
January 28, 2026
written by Maingi
In 2026, silence is the most dangerous sound in business. If a customer is unhappy and stays silent, they simply leave. If they are happy and stay silent, you miss the chance to turn them into an advocate. The difference between a "good" business and a "great" one is how quickly they close the feedback loop.
At Focus Mobile Ltd, we’ve automated the process of "asking, listening, and acting" using the power of SMSLeopard and ChatSasa.
1. The "Golden Window": Instant Post-Purchase Surveys The best time to ask a customer for feedback is within 10 minutes of their experience—not three days later via a forgotten email. The SMSLeopard Solution: Automatically trigger an SMS 30 minutes after a delivery is completed: "Hi [Name]! How was your order today? Reply with a score from 1-10."
The Result: Response rates for SMS surveys in 2026 are 7x higher than traditional email surveys.
2. Turning "1s" into "5s" with Real-Time Recovery A negative feedback score shouldn't just be a data point in a report; it should be an alarm.
With ChatSasa, you can set a trigger: If a customer replies to your SMS survey with a score of 3 or lower, an urgent ticket is opened in your Unified Inbox. A human agent can immediately jump in via WhatsApp: "Hi [Name], we saw you weren't happy with your delivery. I'm here to make it right immediately. How can I help?"
This is how you turn a hater into a lifelong fan.
3. Incentivizing the "5-Star" Shoutout When a customer gives you a 10/10, don't just say thank you. Use that momentum!
Automated Reply: "We're so glad you loved it! Would you mind sharing that on our Google page? Here is the link: [Link]. As a thanks, here’s 5% off your next order!"
This turns your happy customers into your most effective marketing department.
4. Listening to the "Keywords" Beyond just scores, ChatSasa’s AI can analyze the words your customers use most. Are they mentioning "slow delivery" or "expensive shipping"? This allows you to fix systemic problems before they affect your bottom line.
The Bottom Line: Feedback is a Gift In 2026, your customers are willing to tell you exactly how to beat your competitors. All you have to do is make it easy for them to talk and ensure they know you are listening.
Is your feedback loop open or closed? Let’s automate your customer listening today.