# Close the loop

URL: /workflows/processes/customer-research/close-the-loop · Id: `workflow:close-the-loop`

> Close the loop tells each Customer whose Evidence a merged Issue addresses that it shipped, then grades whether they used it.

Close the loop tells each [Customer](/business/nouns/customer) whose [Evidence](/business/nouns/evidence) a merged [Issue](/business/nouns/issue) addresses that it shipped, then grades whether they used it.

## Trigger
Runs on [`Change.merged`](/business/events/Change.merged). Part of [Customer research](/workflows/processes/customer-research), run by the [Product Team](/agents/product).

## Steps
1. Find the Issues the merged Change resolves and the Problems they address.
2. Message each outside Customer whose Evidence sits on those Problems, in their existing Thread.
3. After 14 days, record whether each one called the new or changed Verb, as Behavior-grade Evidence.
4. Lower the Problem’s rank when most requesters did not use it.

## Outputs
- [Message](/business/nouns/message)
- [Evidence](/business/nouns/evidence)

## Example
Twelve [Customers](/business/nouns/customer) of a timesheet app asked for CSV export. When the export [Change](/business/nouns/change) merges, each gets a message in their existing [Thread](/business/nouns/thread); after 14 days, 9 have exported, recorded as Behavior-grade [Evidence](/business/nouns/evidence).