Would love for the system to be reorganized so that I can search by user and add locations to their profile instead of having to search by each location under each category in order to find users. I end up doing a minimum of 4x the work, which takes more time from other tasks.
I wish the data was real time & live. That the tracking of technicians performance is clearer. I would like a text message request as an option. I think NPS score is a bit outdated way to track a customers opinion as well.
Support team is great and usually quick with responses. Brandy is very helpful whenever we have a question or need assistance.
Billing could be more accommodating for the customer. Our system doesn't allow us to enter an invoice prior to the invoice date. I requested to receive the invoice on or after the invoice date, but request was denied.
Feedback Report Generation would be more beneficial with customizable options for data collected; including any follow-up responses to Listen360 customer feedback. For example, when populating the Detractor Feedback report, it does not capture any Private messages or responses to the Customer feedback. Important for our business to capture the customer data which had a negative experience, and also analyze the response/actions taken to address.
Our current workaround requires report manipulation to pull appropriate data from Follow-Up responses.
Listen 360 has been an outstanding addition to our organization. The service allows us to track customer feedback, respond efficiently, and has boosted our review level significantly. Highly recommend!
As a long time client of Listen360 I'm have had nothing but exceptional service and support from the team at Listen360.
I've had the opportunity to change to different providers over the years and I've listened to several pitches from them about how wonderful they are. In the end they just couldn't measure up to Listen360.
We're here to stay!
The service is fantastic and provides critical data. We would like some more flexibility when working with 3rd party providers. We don't have any integration with our CRM because Listen360 and ServicePro could not come to an agreement on the data exchange.
Excellent service and stable platform, great information provided. Interface/reporting flexibility and ability to export data ALL raw data easily through some extract/query tool to do external analysis/linking with other data would be my only "wish"...but extremely happy in general with the product and our Acct. Execs, Scott Morgenroth and implementation team resource, Sarah Bacon.
The simple question of referral goes a long way, and has really helped our business discern customer perception accurately and without the bias Yelp has evolved into over the past couple of years. Keep up the good work!
The tool is simple to use to gain important customer feedback. The support staff are always willing to answer questions, assist with special requests and even proactively offer suggestions for a better feedback program. Thanks!