Big Frog of Allen

122 Prairie Road, Fairview, TX 75069

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Contact your local Big Frog469-591-7100

The system needs to allow the customer to choose the correct team responsible for their concern. Ex: Customer Service, Billing, Lawn service, Hort Service, Mosquito service, etc. The specialists are always being hit with surveys when the customer is upset with customer service. This year we had a bad year with cust service and long hold times. Customer would cancel and we have no way to determine the amount of these cancels. Reports need to be easier to run. It's not user friendly.

Listen360 is a fast and easy way to leave a review without getting too into the weeds the first time around. It's also a simple way to learn the holes in your business and where people may be dropping through.

I like seeing the feedback from members in a timely manner.

Constant feedback as well as insight into opportunities / lessons learned when we do not exceed customer expectations.

Quick easy responses, reporting and client assistance.

Provides good feedback. It would be nice if there were less user errors.

Need to make text reviews. MUCH higher response rate.

The system needs to be more robust - flexibility in asking questions would be very helpful.

I love how listen360 gives us the ability to hear the voice of our members so we know what changes to make for a 100% customer experience. Having this feature for 500+ locations has been an invaluable tool for our company!

not sure I have any feedback at this time

Nothing I like the way it is

We are a company that operates multiple locations. This service gives us visibility into the views of our customers that our management team never has the opportunity to interact with.

The support from the Listen360 team is excellent. I always get a response when I have a question, and the team there works with me to deliver what I need. Once you have this launched, it's so easy to request and receive feedback that leads to actionable responses.

This service has been a game changer for our organization. We are able to track our customer's experience and respond quickly to circumstances that need service recovery. We highly recommend it!

The support our team receives is subpar. As part of our contract, we pay a monthly support fee; however, we typically only interact with L360 for ~30 days per year as we send about 6-8 surveys annually. Yet, these ~30 days have been a challenge for the past two years. Response times from our account rep can be extraordinarily slow (+often require multiple follow-up emails), and we've received inaccurate information on a handful of occasions. The team does not seem to care if we miss deadlines, which can be frustrating. I'm re-evaluating whether these frustrations are worth us continuing with the L360 product in the future.

The immediate response so that corrective action can be taken and conversations with residents of families can take place ASAP.

John was a great massage therapist. I had a very sore lower back and very tight legs; he made recommendations for enhancements that would help him address my areas of concern in a more impactful way & sent me home with some stretching exercises I can do between sessions to help my problem areas.

Searching for users or locations is tediously complicated. There are over a dozen separate sections with hundreds of locations. Why can't I search for a person once and L360 show me all the locations they are in? Instead I have to go through each section individually to add/remove access. This is ridiculous. Why does the search function not work?

Listen 360 is easy for the consumer to navigate. The electronic delivery system is giving us a much higher return rate than our old paper system. As one of the largest Coldwell Banker affiliates in the country we are solicited by many vendors. We are very happy we chose Listen 360 for our customer satisfaction surveys.

In the date range options add; "This Quarter"

Always quick resolve and follow up with Listen360 personnel.

The quickness of the reviews.

Ease of operation and understanding

Modern software is, to a point, designed with the intention to incorporate custom integrations as the user base grows. Listen360 has jumped on this and has developed a product well suited for the missing link service-software has with its clients. Feedback and online reputation management. Most companies don't build in the level of analytics and direct action items related to the experience of the serviced user they only look at the experience of the user who uses the designed system. Listen360 fills this gap nicely.

Gives us great client feedback, and populates our website with reviews.

Very easy to use and their customer support is the best!

If we could get a link to the survey and then email our clients direct, would help with response rates. Many currently don't since the survey comes from an unrecognizable email address.

The feedback we get from customers along with all of the detailed reporting has been critical to us measuring our customer service. Having the customers at risk reporting helps us be sure we are able to reach out to customers who may not have had a great experience with us.

Everything! It's great for getting feedback from your customers! It is also great due to all the reporting variations preset and the ones you can create easily!

It is simply the best way to get critical feedback from your base. Very rewarding

For the most part the system does what's intended but it has some shortcomings. 1) I'd love to be able to give our lower level staff the ability to see personal information of those responding but block them from downloading customer lists. 2) Customers that are considered "at risk" should generate email alerts like other "at risk" customers. 3) The same can be said for passives. If I want to track passives, I should get the alerts when a passive response is received.

It is an efficient way to harvest and manage reviews for our large company.

It helps customer service to really connect with our customers and understand how they feel about their service.

averages don't seem accurate - are always the same

Customer service has been great! I wish some parts of it was easier to use. For example when reorganizing groups there are so many steps to move an account to a different ownership group.

We use NPS for our business and I could never run this business or another one without NPS? Gigi

The staff are awesome. So friendly and the facility is clean and has lots of equipment

Great team that ensures success with our Clients and Team Members. Analysis that provides clear and actionable solutions. Plus lots of support that goes well beyond exceptional.

The artist unfiltered daily feedback from our members and also the dynamic performance adjustments...

I like the simplicity of the program!

Great atmosphere. Shout out to the trainer, I believe his name is Tyler, called me to book my kick off and was very personable.

I like the ability for the instant feedback.

It's a game changer for my business!

Let's us know the areas where we need improvement.

I especially like the client's written feedback. wish there were a way they "had" to leave something vs. just a number with no explanation.

This is a great service to be able to get to the heart of your practice. Meeting the patients needs.

Not enough interaction to respond to a survey yet.

As an admin I activate and deactivate accounts. Its irritating to add and remove a user from multiple groups/locations. It would be much easier if the permissions were user account based instead of group/branch based. That was a user could be completely added or deactivated from a single window.

As an Administrator, I found the system relatively easy to navigate. Generating reports is very simple. Help functions are comprehensive and also easy to use. When needed, the Help Desk team has been very responsive.

Easy to read, use and understand and easy to get in touch with customers if needed.
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