# The Loop Experience Platform Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is The Loop Experience Platform the right Customer Experience solution for you? Explore 15 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/171903/Benbria-Loop/reviews --- The Loop Experience Platform 4.4 (15) [View alternatives](https://www.capterra.com/p/171903/Benbria-Loop/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of The Loop Experience Platform Ease of use 4.4 Customer Service 4.9 ## Showing most helpful reviews Showing 1-15 of 15 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CT Christina T. Group Marketing Manager Automotive Used the software for: 2+ years ### "Benbria has connected us to our customers in real time" December 17, 2020 5.0 Pros Utilising the Benbria software has allowed us to connect with our customers in real time and address any issues they may have as well as on the plus side, receive firsthand feedback on our customer service. It also allows us to step in and ensure the customer experience is what we promise to deliver or if we're falling short in any area. The reports also give us insight into trends - be it most common queries, compliments, response timing and general feedback. What I love about the software is the integration of our many customer touchpoints - inhouse, WhatsApp Business, Facebook and allows our customer service team to give immediate assistance without the customer having a delay - afterall, it's what the 21st century is supposed to be! Customers aren't looking for a response 24 hours after they're query and it shows them that we are serious and value their business. Cons While great, there are a few features which could be improved such as the WhatsApp Business feature. I was one of the first customers to query and get it implemented but it still has a long way to go.... the lockout feature and lack of automated responses (which are regularly available in the WhatsApp Business) makes the customer feel as if we just "didn't respond" when in actuality, we are physically incapable of. As well the exportation of data into our CRM system to track customer conversations and keep everything together. Review Source Response from Benbria February 22, 2021 Hi Christina, Thank you for sharing your experience using the Loop Experience Platform. We're happy to hear that it's helping to escalate issues quickly and uphold brand standards for the company! We pride ourselves with an omni-channel approach so customers can communicate with you on whichever channel they choose, so we are pleased to hear that you're making the most of traditional, digital and social channels. Our reporting and dashboards are a great way to involve many stakeholders making it easy to identify trends and make data driven business decisions. Thank you for your feedback about the WhatsApp Business feature. A member of our team will reach out to you directly to help with the issue Thank you! The Benbria Team SJ Samantha J. Operations Analyst Hospitality Used the software for: 2+ years ### "Great Customer Service" August 13, 2020 4.0 Overall very very good. If I ever have an issue or can't find what I am looking for I send an email or call and they respond right away with my information as well as take the time to walk me through how to do it. Pros Everything is pretty much at a glance. I can look at all my locations as a whole or individually and see exactly how our guests have ranked our services in real time on the website. I also like that I receive an email also in real time every time a guest submits a comment as well as I receive a Daily Digest which summarizes each of my locations' information from the day before. Very useful. Cons Under the Dashboard on the website, I would like to be able to plug in a range of dates like the month previous and receive my analytics without having to compare that data with another month. Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) We were not getting the analytics we needed. Review Source Response from Benbria August 27, 2020 Hi Samantha, Thank you for sharing your experience using Loop. We agree wholeheartedly about the importance of real-time analytics and actionable insights as part of a feedback-based solution targeted at managing and improving the overall customer experience. We are working on enhancements that will provide further customization and flexibility to our core suite of reporting dashboards. This includes providing for additional custom reporting requirements such as location and account-level comparisons tailored to your specifications across a variety of measurements (like Net Promoter Score) that matter the most to our customers. We're looking forward to sharing this with you soon! Thank you for your continued support, The Benbria Loop team CS Chris S. Catering Director Food & Beverages Used the software for: Less than 6 months ### "Zero comments given" June 1, 2020 2.0 Feels good to get the good reviews but helpless to address the negative ones. Pros Ease of use and set up. Quick offer of feedback Cons Feedback is very vague if no one submits any comments. We used it for a couple of weeks before being closed (Covid) and got mostly great ratings. None of the negative ones left any sort of feedback to respond to. Review Source Response from Benbria June 8, 2020 Hi Chris, Thank you for sharing your experience using the Loop platform. We understand how critical it is for businesses to leverage CX solutions to effectively collect real-time customer feedback, engage with customers directly about their experience, and analyze actionable insights and trends that help you identify areas of improvement and monitor key performance metrics. In that same vein, our team is hard at work on additional features and capabilities that will expand your ability to gain deeper insights for both positive and negative reviews. These include follow-up questions triggered by performance ratings, additional reporting enhancements and customized dashboard views, among other exciting features. We hope to share these with you soon, and would be happy to set up some time to review your configuration and ensure we deliver an optimized experience with Loop. All the best, The Benbria Loop team KW Kenneth W. General Manager Food & Beverages Used the software for: 2+ years ### "The Loop Experience" March 4, 2021 5.0 Pros One of the best features of the loop system is that I can see direct live feed back from customers thus allowing me to adjust service if needed. Also, having a report sent daily allows for me to easily see trends day over day. Cons Honestly, I'm having a hard time figuring out a con to Loop. Its easy for customers to use and simple to customize the surveys. Also, the cost is fair Review Source Response from Benbria March 5, 2021 Hi Kenneth, Thank you so much for sharing your experience using the Loop Experience Platform. We are excited that the live feedback and data analytics are helping you respond to the needs of your business! We are always looking for ways to add customization to surveys for you to get the most insights into your feedback program. We're pleased to hear that you're getting the most out of your investment with Loop. Thank you for leaving your review! The Benbria Team ML Megan L. Event Sales Coordinator Facilities Services Used the software for: Less than 6 months ### "International Agri-Center® Review" November 29, 2022 5.0 We are able to get answers directly from our clients and our clients clients who come to our facility. This will continue to help us improve specifically in areas that our clients tell us we need to, and outline areas of strengths. Pros We like that we are finally able to get real time results from clients on our team and facilities. We are able to report directly to our team members in certain areas on how they are doing and provide compliments and improvements when needed. Cons Everything has been great so far! We have many multi-day events, and I wish there was some clarification on how those clients receive the survey. Once after every day (event), or once after the entirety of their events (booking). Reason for choosing The Loop Experience Platform Due to the quick response, customer service, and the ease of integration with our event software (Tripleseat). Review Source Response from Benbria December 5, 2022 Megan, thank you so much for your review. We are happy to hear that the integration with your Tripleseat Events Management Software and Loop has been great and that you are benefiting from the real-time feedback from your clients and your client's clients! SS Saf S. VP of Operations Restaurants Used the software for: 6-12 months ### "Easy to use and effective" August 13, 2020 5.0 We are improving our customer experience in every restaurant, using the Benbria system, with great results! Pros The product is very easy to use Benbria assisted every step of the way with the set up of the devices In the first year, we have already seen some great improvements in our results Cons There were not any cons that have not been resolved with Benbria in an efficient and timely manner Reason for choosing The Loop Experience Platform Benbria was the most professional company and with the best proven track record compared to all the other companies we researched and tested. Review Source Response from Benbria August 27, 2020 Hi Saf, Thank you for sharing your experience with Loop! We are happy to hear your feedback on the ease of use with the product, improvement of results, and overall satisfaction you've had with the customer service provided during your time using the Loop platform. We are grateful for the opportunity to partner with Freshslice Pizza to improve the customer experience and increase satisfaction and loyalty. Thank you for your support, The Benbria Loop Team AP Ariana P. General Mananger Hospitality Used the software for: 1-2 years ### "Gets the job done " February 11, 2021 4.0 Pros Allows guest to easily review our service Cons The scores format could be easier to pull. Review Source Response from Benbria February 17, 2021 Hi Ariana, Thank you for sharing your experience using the Loop Experience Platform. We know how important it is for guests to be able to quickly and easily review the service they receive, in moment and in real time. We understand that having this actionable data can become driving forces to identify areas of opportunity and monitor key performance metrics. With that said, we are constantly improving how we display our data, including the new release of our Custom Dashboards a few months ago. We will be continuing to add new features and enhancements to our reporting engine to allow for greater flexibility with the data you collect. We would be happy to share these improvements with you to help ensure you are getting the most out of Loop. All the best, The Benbria Team JT Julian T. GM Hospitality Used the software for: 1-2 years ### "Loop Kiosk , great tool " November 13, 2019 5.0 Fantastic, high recommended Pros I love the simple way of using the software, very clear and simple to navigate true the options and get accurate feedback. Cons Its actually I don't like the hardware :) the Kiosk base is very wide and taking a lot of space , a wall mount option would be great , also will be fantastic to be able to access the computer without need of unscrew all bolts and parts, something simple as Clips might be better Reason for choosing The Loop Experience Platform Simple way of Work , User friendly , reliable , even stores information in case run offline. its Great Review Source JQ Jason Q. Aftersales manager Automotive Used the software for: 1-2 years ### "Great system " March 24, 2020 4.0 The system works great and minimises any lost clients due to missed calls or telephone problems . While also allowing you to monitor your teams response and assistance offered to your clients . Pros The fact that the system is live and easy to interact through is great for the business and detrimental in business today . With most being online the system caters for all those who do not or can not contact via telephone . Cons So far I have no major issues with the software . Review Source SD Stuart D. IT Director Used the software for: 2+ years ### "Excellent software that allows us to get direct customer interaction and feedback, both positive/neg" May 24, 2018 5.0 Pros Direct to customer, software responsive, multi-platform, design for ticket escalation, real-time updates and visual UI. The system allows all team members to be involved in the process of providing a quick resolution to customer issues. Cons Reporting capabilities- The system would benefit from a Dashboard that can summarize the issues at the department level Review Source ME Matthew E. Director of Food and Beverage Food & Beverages Used the software for: 1-2 years ### "Loop Review" November 13, 2019 4.0 Pros Easy to use Customers like the interactive iPads Loops in real time Customer service very good Cons Reports need to be improved (cannot print report that lists all comments, etc.) Reason for choosing The Loop Experience Platform Recommended by senior directors Review Source MC Mark C. DFO 2 Hospitality Used the software for: 6-12 months ### "Benbria is worth the investment" March 4, 2021 5.0 Great experience with absolutely no issues. Pros Great setup team that spoke in terms I could understand. Great training before product shipped. Very easy to use. Very attractive unit. Works fast. Cons We have not received any follow up since purchase. Review Source Response from Benbria March 5, 2021 Hi Mark, Thank you for sharing your experience using the Loop Experience Platform. We are happy to hear that your deployment was successful and that the platform is easy for you and your customers to use! We are happy to hear that you found your training useful, and would be happy to follow up with you about additional features and onboarding. A member of our team will reach out to you directly. Thank you! The Benbria Team AT Alicia T. Marketing Manager Used the software for: 6-12 months ### "Loop is a bit of trial and error in order to find the specific data that you are looking for." May 25, 2018 3.0 Pros Being able to receive feedback in real time is great. It is great for use during events and product demonstrations, as we direct guests to the Loop devices to submit their opinions. Cons Sometimes, we do not understand how Loop classifies the types of comments. At times the Angry, Very Angry, Neutral, Happy, Very Happy classifications are not accurate. Review Source JB Jb B. General manager Airlines/Aviation Used the software for: 6-12 months ### "Guest satisfaction " January 30, 2020 5.0 Pros Helps identify unsatisfied passengers and get to reach out to them in real time. Cons Nothing really it has been a good thing to have Review Source TB Thompson B. General Manager Airlines/Aviation Used the software for: Less than 6 months ### "The Loop" January 14, 2020 5.0 Pros It is a great way to get quick real time feedback from my guests. Cons I do not like the questionable stability of the stand. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.