Big Frog of Albuquerque

6001 San Mateo Blvd NE, Suite D2, Albuquerque, NM 87109

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Contact your local Big Frog(505) 431-2224

You keep asking me to take this survey, I ignored the first few requests but you're creating churn in my inbox. Then you force me to answer this question to complete the survey, I can't just give you a number - even 10/10 requires I type something. I don't want continual email reminders to take this feedback survey.

You account mangers and troubleshooting team response time to phone calls and emails is worse than poor. It took weeks to get a response from troubleshooting dept. I CC'd my account manager on emails to the troubleshooting dept - essentially begging for help. The only reason I rated a 3 and not a 0 is because I finally connected with a person in the troubleshooting department and he solved my problem quickly and I like the platform. While I love the platform and know it has been a great resource for obtaining google reviews, I am considering not renewing our contact and looking for a different vendor that does not take days/weeks to return calls. Since our renewal is in a couple months, I have made multiple calls in the past couple of weeks to our account rep to discuss this.... No response.

You allow customers to respond multiple times to the same survey and the survey allows responses even after several months. These two items need to be addressed. We have provided feedback with no response from your organization. We are now exploring other options.

The feedback we are now receiving has been very helpful in our decision making.

You provide good reporting with relevant information regarding the voice of the customer.

Consistent and realible.

Long-time Client and we wouldn't go anywhere else for our NPS needs. We have a great support team at Listen360 and Eric Atkins, our account director, is the BEST! We used Listen360 for a variety of needs with a much broader scope than just Client surveys. In all areas Listen360 provides us the ability to get better every day!

Easy to use, and results are easy to read

Reports are poor (exporting is a mess)

Unable to get an accurate invoice for past year and a half. This issue is about to stretch over 3 fiscal years and if not fixed will end our working relationship. Our reps seem to want to help but run into issues when trying to resolve issues.

Always a great experience!

I love the ease of use of the platform, that it puts the information at the shop level where it is needed the most. I like that it helps us not only internally but externally as well with review generation. This has really helped us build our online reputation in new markets.

Immediacy of the info

I really like the portal feature for employee NPS as it provides a true, anonymous avenue for employees to submit honest feedback.

What I like about Listen360 is it gives tenants the opportunity to voice what they like and don't like about the property, it's a safe space and it allows landlords the opportunity to improve.

Timely patient feedback, user friendly, efficient reporting and excellent customer service.

It would be nice to be able to respond to Promoters and track like similar to what we do for detractors. Sometimes it's tricky to get to the detractor area that we respond to them. I feel like I get lost and it's not just a one or two click processes to respond to them by email.


Daily upload should not have to be done manually

A very high number of detractor reviews we get back from customers come back with no comments, and when we reach out to them to find out if they had an issue with their order or the reason for their low rating, they are surprised at the call as they never recalled filling out any survey or giving a low score, that their experience was great and they would not have given a bad review. This is unfortunate as it has potential to skew our overall CES. Otherwise when it works I think the format is a good way to get honest feedback from customers.

A couple issues have made me very unlikely to recommend Listen 360. First, I'm very concerned about the lack of basic account security such as multifactor authentication. This should be the bare minimum for a software that contains PII of hundreds of thousands of our customers. Listen 360 is likely the #1 security risk to our organization. Additionally, the support has been lackluster. Support is very timely for lower level issues, however, if an issue needs to be escalated to developers it's hard to even get an email acknowledged. For example, I have had a ticket open since 10/22 that has not had a response since 10/23 despite multiple requests for an update.

Support team is very responsive.

I submitted a special request 5 days ago and have not received any communications at all.

great client feed back, gives us the opportunity to be proactive rather then reactive

It enables us to understand what our members want and need to value their experience with our brand.

I need more time to evaluate

It is an easy way to get real-time feedback on our programs and operations.

We have been with your service for 12 years Technology has passed you.


Great tool for listening to your members.

Not easy to use and reporting functionality is poor. Too much info and no ability to drill down.

Excellent facilities, staff and programmes :)

This link keeps appearing in my email to review something that I don't know what it is. It has REPEATEDLY been sent to me and the address attached to it is not even in my state. Giving them a review so they will PLEASE leave me alone.

We tried to send a survey for two months and it never went. When it finally went the wrong survey was sent. We would like the authority to send our own surveys so we aren’t waiting for Listen360 team. We think this would provide more efficiencies on both sides.

Support used to be excellent at Listen360 but as we've been trying to integrate our new POS to Listen360, it can take a week to get a response. Then we didn't have an account rep for months. While I used to love Listen360, I may move on after my contract expires. Support and customer service are paramount to us. It's a shame.

I went back and forth with our rep about what we needed and she told me out right it was not possible and then came back to me afterwards when I talked about canceling my subscription and told me she was too busy to really look into it for me but it totally is possible.

Your service is currently not working for our business and have not gotten back to us.


I clicked on the link to do the survey and nothing happened - it just went to the recommend to friends screen. This was my first experience with Listen360, so I was not sure what to expect, but it didn't seem to work.


Fantastic company! I highly recommend.

The turn over of account managers and large gap in someone directly responsible for our account was pretty bad. Jenni is great though.

The tool is easy to use and feedback is simple to organize, interpret, and present. I do wish that behind the scenes, that if there was an error processing a file, that a point of contact with our organizatin could be notified, instead of just noticing several days later that feedback has not come in and then having to reach out to support to confirm if there was an error.

I enjoy the immediate feedback from participants and how it allows me to make quick fixes.

The platform is easy to use and Michelle Shipley provided wonderful support and assistance setting up our account.

I love how the Y has focused on improving the experience for families this summer!

Instant feedback, great reports and easy to digest information.

The reporting could improve a bit. I was told about some potential generative AI tools a few months ago and told it would launch this summer but no one has followed up. Also, I don't know who my account manager is anymore because I guess my old one was moved to a different area and I haven't received information on a new one.

Immediate feedback, trend analysis, ability to id and address individual customers to win back their loyalty

In a time when emails are the way of the word, it is challenging to get people to read and respond to surveys. Having QR codes available would be helpful. For members are participants that we see frequently, it would provide another means in increase our response rates.
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