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Reviews
January 19, 2026
E.B.
Listen360 is by far one of the best supplier partners we have. They have been instrumental in our ability to gage our Clients and respond to their needs.
Providing a rating without a comment is a waste of time and resources. Also consider sharing what someone would have filled in the year before. In some instances customers don’t remember what they did the year before and they choose a lower rating this year not meaning anything in particular.
I love the real time feedback we can overcome with customers. The positive and negativity! I appreciate the links so customers can leave us reviews on medias and google. A really great product that has changed our operations!
Almost 2 years into working together we now have emails asking about our overage, usage, etc. Since Katie B left it just continues to get worse. I think Maria has more out of office emails than any vendor I have every worked with. Maybe you need more customer support people. What use to be great service at a great price has really gotten awful over the past year.
While Listen360 delivers on its core functionality, the lack of flexibility and openness to improvement is concerning. Their teams tend to dismiss requests rather than explore solutions, which makes collaboration difficult. Although the system performs as advertised, there is little sense of partnership or willingness to evolve and enhance the experience.
It has a really straightforward UI so our front line leadership can jump right in and utilize it. It has great teaching tools to socialize the Net Promoter Score methodology. Their training library is a great resource so you don't have to reinvent the wheel. The support team is prompt and thorough when you have an issue.
It keeps my organization focused on customer service on a daily basis. It also allows / encourages us to follow up with those customers who experience less than stellar service.
There are some flaws, like some auto-bot responses coming back to us as detractors but with no comments, and when we contact customers they say everything was great and they never recall filling out a survey.
But overall, for the interaction and feedback Listen360 provides us, it is pretty good.
response time to help tickets is very slow, managing a large organization with many org levels is difficult and there are things that should be available on the customer side, but I have to connect with our accounts manager instead.
Helps me collect negative feedback and turn upset customers into happy customers! Also great to hear positive feedback about my team so I can share it with my employees and push for 5 star reviews online!
We value the real-time insights and feedback from customers. The system is highly effective for an enterprise-level business and provides an excellent way to monitor customer sentiment.
We get feedback from members of items which need attention. Even though the negative is sometimes hard to hear, it is great there is a platform out members feel they can express their concerns.
We no longer have a point of contact for issues, only email and messages left on an 800 number. Customer service has declined since we began using Listen360
Listen 360 has been a valuable resource for receiving feedback from our members, building stronger relationships, and gaining insight into their needs. It allows us to stay informed and responsive as we work to continuously improve the member experience.
Thanks,
Valeria Tenreiro
District Executive Director
Sacramento Central YMCA & Yolo County YMCA
YMCA OF SUPERIOR CALIFORNIA
2021 W Street, Sacramento CA 95818
(o) [PHONE NUMBER REMOVED] x 107 (c) [PHONE NUMBER REMOVED]
(e) [EMAIL ADDRESS REMOVED]
Our last round of surveys were a disaster….
It was explained to us that AI and/or bots are what caused the problem—we had an overwhelming number of “detractors” from our customers responses. Our protocols and processes are to immediately call our customer and address any issues. We looked like fools with all customers as they had not taken the survey at all. It was explained that Listen360 verifies survey responses to confirm they are not AI or bot related—doing so either daily or weekly. The whole point of customer feedback is a rapid response—we simply cannot wait a day much less a week to confirm the results are real.
What is being done to resolve this?
We are currently not sending surveys until we are comfortable this has been resolved. We are also looking at other providers as we are not comfortable with current resolution plans as they have been communicated.
Thank you.
[NAME REMOVED]
President, ServiceMax
[EMAIL ADDRESS REMOVED]
