Help - the current BOT situation (false reviews) is extremely concerning and must be solved. Our franchisees and we put great stock in Listen360 reviews and Bot scores are damaging creditability.
This must be fixed.
[NAME REMOVED] - Metal Supermarkets
We have seen an increase in "false" feedback that seems to result from bots being active on the email request for feedback. This almost always results in a low score and causes wasteful effort on our part to resolve it with the customer. The Listen360 solution is to add a step to the review process which will certainly lower the response rate. We need a better solution.
Listen360 has provided us with a seamless process to hear from our customers and to be able to react to anyone unhappy with our services quickly. Listen360 has improved our customer retention and allowed us to grow.
We were told that they could easily replace our kiosks. That has not proven to be the case.
The link provided to us to put in our kiosks will not work. The first person to complete the feedback form would then leave the kiosk stuck on a thank you page.
because the Kiosk is in a locked enclosure, there is no way to reset the kiosk for the next user.
This seems like a simple fix. (Put a link to go back to the start, or a button on the thanks page to <Start Feedback> that redirects to the first page and gets a new form ready.
We were told this would take a development team months to complete so as of yet, we are still using our in-house kiosks and having to pull data together.
This is a great way for us to keep pulse on our customers and how they feel about our organization. It also lets us know if we have reoccurring issues that need to be addressed.
I am used to Qualtrics Dashboards and analysis. Listen 360 does not provide text analytics focused on the sentiment of customer comments, it uses the NPS score to determine positive or negative emotions/sentiment of the comment. I can build robust dashboards in Qualtrics and not at all in Listen 360. As the Customer Experience Analyst for my company, the ability to design dashboards and reports based on current projects is vital. Since you do not have it, I must download the data and design it outside your platform.
We find Listen360 to continue to be a great investment for our organization. Having the ability to address member concerns in real-time while also having access to amazing feedback from our membership community is invaluable. The team at Listen360 is always responsive when we reach out with questions and the system is very easy to use. We are excited to learn more about the AI technology that is being explored.
Your system has totally screwed up a key metric for our company. Response to our situation has been horrifically slow and confidence in the explanation so weak that we are to the point of cancelling Liaten360 and moving to a new vendor.
Happy to take a call is a here is actually a live person in your company.
[NAME REMOVED] CEO/Owner [PHONE NUMBER REMOVED]
You charged us for 18 months after we requested to be done. 6 months because you gave us 6 months for free and then another full year just because nobody had their eye on the ball.
The leadership doesn’t have the resources they need and their priorities put themselves before the customers.
Make sure the emails to parents also have the Provide My Feedback button rather than the scale on the email itself. Parents were hitting "wherever" not realizing that became their choice.
Provide the ability out of the box to force clients to answer an additional question, beyond their NPS question, such as confirming their role within their organization.
The best part of listen360 is the support team and the analytics. The most challenging is the complexity of loading files. It becomes such a burden that it changes my score from a 9 to an 8.
As a high-end user of Listen 360 and the COO for both Santikos and now Southern Theaters - I have requested to have a conversation about your daily flash report which shows a Rolling 3 Months, Rolling 12 Months and Year-To-Date scores. I have been requesting for a few years now a conversation about adding a daily score to the flash report. One time I talked to someone at your company, and they stated that this was in development, but it's been a few years and figure I was just being told what I wanted to hear. Rolling 3 months and YTD is important but the rolling 12 months isn't as important or just add another column for the daily report. Each time I get an email from your company about rating us - I request the same thing. So, I figure upper management doesn't review these comments like I do daily or at least poll your other high-end users and ask them if they want a daily % for the daily flash report. I believe a change to your system hasn't happened since I started in 2017, maybe time to update. Thank you for reading or not reading!
In order to get useful and helpful feedback we want honesty but want to reduce emotional outbursts. I think our request for feedback should encourage the preferred outcome.
I review scores and feedback regularly. The ease of receiving the reports on my email and reviewing customers reactions to our work is easy, concise, and valuable.
Listen 360 is so easy to truly hear what your customers have to say. It has helped us up our customer service and address issues we would have otherwise not known about.
You need to give a time stamp attached to when the guest visited. All feedback submitted should be attached to when they actually came so we can easily diagnose. We had this function with a prior company.
While Listen360 does everything as advertised and seems to do it well, the poor account security controls make it an unacceptably high risk and impossible to ever recommend. The platform holds large amounts of our customer PII but there is no built-in functionality for multifactor authentication on user accounts. Additionally, the current single sign on option is woefully out of date and needs to be updated to support SAML SSO.
When we asked our rep about MFA and SSO we were told that it was neither an available nor planned feature. That is not an acceptable answer, especially in today's environment. The safety and security of the personal information you are stewards of should be a higher priority to you.
MFA is a bare minimum account security measure when working with PII. Without this, Listen360 is currently the largest risk to our customer's data. A data breach of Listen360 data because of something as trivial as a stolen password could do severe, irreparable harm to our organization.
Erin and Michelle have been responsive, extremely helpful and patient with me as I learn more about the platform and how are team and can maximize this tool and information.
