Turn feedback into work orders, alerts and resolved issues
PXP Action Hub flags the feedback that needs attention, opens work orders by location, alerts the right person by SMS, email or WhatsApp, escalates when the SLA is at risk, and records every fix - for customer recovery and for the teams that keep your sites running.
- Escalated
#128 Staff canteen · Hot line
Food temperature · 3 red ratings in a row
SLA 15 min · 17 min open
- Assigned
#127 Hotel · Front desk
Check-in wait time · low score
SLA 30 min · 18 min open
- Resolved
#126 Hospital · Ward 4B
Noise at night · verified check-in
Resolved in 9 min
WhatsApp · to the sous chef
Work order #128 - Staff canteen hot line: diners report food served cold. Please check holding temperatures.
11:53 · Read
Recover customers and run operations from the same feedback
Some feedback needs a reply to a customer. Some needs someone to go and fix something. Action Hub handles both, with the same ownership, tracking and reporting.
Customer recovery
Review each customer's feedback history, reply with a personalized message or a saved template, add internal notes, forward to a colleague and mark the case resolved.
Operational work orders
When feedback points to a problem on site - food served cold in the canteen, a slow hotel front desk, a noisy hospital ward - Action Hub opens a work order for that location and drives it to a verified fix.
- Per-location thresholds. Act after a set number of negative ratings in a row, or a missed scheduled service.
- Assignment by location. Each location has an owner and a supervisor, so every work order has a name on it.
- SMS, email and WhatsApp alerts. Notifications go out instantly, with delivery status tracked per message.
- SLA escalation. Open work orders escalate to a supervisor when the response target passes.
- Verified resolution. Staff confirm the fix with an on-site check-in and optional photo.
From feedback signal to verified resolution
- 01
Detect
Low scores, negative comments and per-location thresholds flag what needs action.
- 02
Route
The issue becomes a work order, assigned to the person or team that owns that location.
- 03
Notify
The owner is alerted by SMS, email or WhatsApp, with delivery tracked.
- 04
Escalate
If the SLA passes without a fix, a supervisor is alerted automatically.
- 05
Resolve
The fix is confirmed - by a reply to the customer or a verified on-site check-in.
- 06
Report
Resolution times, SLA results and repeat issues roll up by location and team.
Set the rules once per location - Action Hub runs them every day
A packed lunch service shouldn't wait as long as a quiet afternoon lobby. Every location gets its own alert thresholds, its own owner and supervisor, its own SLA targets and its own channels - so the response matches the place.
Thresholds can count consecutive negative or neutral ratings, catch a scheduled check that was missed, and - with a people counter - react to how busy a space has become.
- Location
- Staff canteen · Hot line
- Red alert threshold
- 3 negative ratings in a row
- Amber alert threshold
- 5 neutral ratings in a row
- Missed check
- Work order after 15 min grace
- Assigned to
- Sous chef · Lunch service
- Escalates to
- Catering manager
- SLA target
- On track ≤ 10 min · Breach > 15 min
- Notify by
- SMSEmailWhatsApp
Alerts on SMS, email and WhatsApp - with proof they arrived
An alert that isn't received doesn't fix anything. Action Hub tracks the delivery status of every message, so supervisors know who was told, when, and on which channel.
SMS
Reaches any mobile phone - the dependable default for frontline staff.
Alerts on the app many teams already check all day, sent from your business profile.
Full detail for supervisors and managers, with a record of every escalation.
Collecting feedback by message too? SMS & WhatsApp feedback uses the same channels to invite customers to rate their visit.
Nothing stays open without someone knowing
Every work order carries an SLA clock. If the owner hasn't resolved it in time, the supervisor is alerted automatically - and the open time, escalation and resolution time are all on record for reporting and client reviews.
Using response data as SLA evidence12:18
Threshold reached
Third red rating in a row at the staff canteen hot line, reason “food temperature”.
12:18
Work order #128 opened
Assigned to the sous chef on the lunch service, with the reason and comments attached.
12:19
Sous chef alerted by WhatsApp
Delivered and read. SMS is used where WhatsApp isn't set up.
12:33
SLA passes - catering manager alerted
The work order is still open at 15 minutes, so the catering manager gets SMS and email.
12:36
Resolved and verified
Holding temperatures corrected; the sous chef checks in with a photo. Resolution time: 18 minutes.
Prove the fix - then see the pattern
Operational work orders close with an on-site check-in by the person who did the work, with an optional photo. Every result rolls up into reporting by location, team and period.
42
Work orders this week
93%
Resolved within SLA
11 min
Average time to resolve
3
Locations with repeat issues
Figures are illustrative.
Feedback moments that need follow-up
Action Hub in real use cases
Corporate & campus catering
Alert the kitchen when a dish or service slips - during the same meal.
Hospitals & clinics
Route patient and visitor issues to nursing, EVS or clinic operations.
Hotels & hospitality
Fix guest issues during the stay, not after the review.
Retail stores
Recover customers before they leave, store by store.
Facility services
SLA-grade response evidence at every client site.
Smart restroom management
Usage-based service and verified check-ins for every restroom.
Connect follow-up action to the rest of PXP
Dashboard
See trends and performance before deciding where action is needed.
Text Analytics
Themes and sentiment surface the comments that need follow-up.
SMS & WhatsApp
Collect feedback by message - and alert staff on the same channels.
People Counter
Add traffic context and usage-based triggers to every location.
Feedback App for tablets
Feedback, service display and staff check-ins on one device.
Integration
Sync work orders and actions with your existing systems.
Action Hub questions, answered
What is closed-loop feedback?
Closed-loop feedback is the process of not just collecting customer feedback but acting on it end-to-end — flagging issues, assigning them to the right person, responding to the customer, and tracking resolution until the issue is closed. PXP Action Hub is built around this process: it moves feedback from detection through ownership, response, and resolution so that no critical issue is left unaddressed.
How does PXP Action Hub help teams follow up on negative customer feedback?
Action Hub automatically flags negative, urgent, or high-priority feedback and routes it to the right person or team based on configurable rules. Teams can respond directly to customers and track each issue through to resolution, so no critical comment falls through the cracks.
What is a feedback work order?
A feedback work order is a task opened automatically when feedback points to a problem at a location - for example, a canteen hot line where several diners in a row report food served cold, or a hotel floor with repeated room-cleanliness complaints. It is assigned to the person responsible for that location, tracked against an SLA, and closed when the fix is confirmed, with the resolution time recorded.
How do alert thresholds and SLA escalation work?
Each location has its own threshold - for example, a number of negative ratings in a row - that opens a work order automatically. Each team has an SLA target; if the work order is still open when the target passes, the alert escalates to a supervisor, and response times are reported by location.
Can Action Hub send work order alerts by WhatsApp?
Yes. When a work order opens, the person assigned to that location can be notified by SMS, email or WhatsApp, and delivery status is tracked for every message so supervisors know the alert was received.
How is a work order verified as resolved?
For operational work orders, the staff member confirms the fix on site - for example, by checking in at the location with their personal code and an optional photo of the corrected issue. The check-in closes the work order and records who resolved it and how long it took.
What types of feedback automatically trigger an action in Action Hub?
Action Hub can trigger follow-up on events such as low satisfaction scores from high-value customers, negative comments about staff or cleanliness, a set number of negative ratings in a row at one location, a missed scheduled service, repeated complaints from the same location, and urgent feedback received via kiosk, tablet, QR, SMS, WhatsApp, website, or app.
Can Action Hub integrate with our existing CRM or helpdesk systems?
Yes. Action Hub connects with your existing systems so that incoming feedback can trigger workflows, sync action data, and kick off service recovery processes without leaving your current tools.