Close the Feedback Loop: How to Turn Frontline Questions Into Better FAQs (and Fewer Service Delays)
By SimplifyIT | Published
The Same Questions Keep Coming Up
Ask any frontline employee at a bank or credit union: they get asked the same questions by members and customers over and over again. And when the answer isn't clear? They end up sending emails, waiting on a subject-matter expert, or calling another branch to find out what to do.
Those delays create frustration for everyone involved. Customers and members wait. Staff feel unproductive. And leaders wonder why their carefully written procedures and FAQs aren't being used.
The Real Problem: No Easy Way to Capture Questions
In most institutions, frontline staff have no clear place to submit questions that aren't already addressed in the official procedures. They ask around. They send an email to a manager. They might even write the answer on a sticky note and hope to remember it next time.
The result? The same questions get asked repeatedly. And when the answer does exist, it's often inconsistent - because nobody owns the process of capturing and updating it.
The Fix: Close the Feedback Loop
Instead of letting questions float around in email threads or group chats, use your intranet to close the loop. With SimplifyIT, frontline staff can post questions on a customized corkboard, and subject-matter experts (SMEs) can:
- Review questions in one central location.
- Vet and approve the correct answers.
- Update the official FAQ library so everyone has the same information going forward.
The corkboard indicator also alerts staff when a new question or answer is posted - so they don't miss updates that could affect members and customers in real time.
Why This Matters
When you close the feedback loop on FAQs, you:
- Eliminate duplicate questions and wasted time for staff.
- Give members and customers faster, more consistent answers.
- Build a single source of truth for procedures and policies.
- Create an audit-friendly trail of how information is collected and updated.
This isn't about adding another layer of complexity. It's about making your intranet work harder - so staff aren't scrambling for answers every time a member calls with a question.