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September 23, 2021
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 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!
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.
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.
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.
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.
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.
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.
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.