I have reached out 3 times to support with an inquiry regarding API integration with our other systems, and I have gotten no response despite multiple follow-ups. Support Request #231903
Way, way too many of the surveys we send out to customers got flagged as spam and get auto-responded to by bots, which almost always give passive to negative scores with zero comments. Makes it really difficult to have an accurate CES and lots of time invested into reaching out to customers to confirm if they really gave us a negative score or if it was an auto-response. Almost every negative score with no comments we reach out to customer says they never filled out a survey and that everything was great.
Giving our clients a means to share positive feed back as well as a resource to provided ways for improvement that is easy to share with our team is valuable.
It's a little tricky to get to the response for the detractors. I often have to click 4 different ways to get to where I can respond. I also think it would be good to be able to click on a promoter to respond to them like how we do detractors. This would help us focus on a lot of the good responses, not just the negative.
Pure Barre has been an important part of my weekly routine and I am so grateful to the PB team, and teachers for helping me stay motivated to build my strength and work on my health. The studio community is amazing!
The back end support and services. We are not getting the service we require to be serve our customers. The last count I heard is that our service representative is unresponsive and a handful of requests have not been answered or addressed.
What I like about the program is it's live feedback. As the survey is submitted, we get the response and we are able to connect with the customers giving the survey.
We need to be able to automate survey delivery. The algorithm that determines promoters v detractors is not great - once we actually read the responses we realize that the comment didn't even talk about the category it was categorized as, etc.
Great way to get immediate feedback from your customers and thank the positive ones and resolve any issues before they get worse by not knowing or ignoring feedback. Excellent accountability tool
Nothing that I requested has been fixed or taken care of. I have on several occasions asked for a phone call and I continue this email support that goes no where.....Pretty sad considering the business your in.
The Listen360 emails I received give me a chance to see how our customers think of us as a company. I get to see responses from customers regarding all of our branches and that helps us to improve on our efforts to serve.
We were very happy in the beginning especially with Sarah Bacon (who no longer works at Listen360). She is probably the best Implementation Manager I have worked with in my career. Erin was excellent and provided exemplary customer service. She is one of the best Account Managers I have ever dealt with. Eric was great as well. Customer service has definitely gone way down hill since Erin moved on. The implementation of the portal was very poor and the implementation of Reputation Pro had some issues as well. Additionally, the way the sales process was managed for Reputation Pro was unprofessional. I really hate to say anything negative because you have been such a fantastic partner to us and I am hopeful that will continue.
I never heard back from the customer service department and I don't feel like the user experience in the platform is user friendly. It takes 5 clicks to get to a specific store user and I think this is causing lower retention & understanding of the program.
You keep asking me to take this survey, I ignored the first few requests but you're creating churn in my inbox. Then you force me to answer this question to complete the survey, I can't just give you a number - even 10/10 requires I type something. I don't want continual email reminders to take this feedback survey.
You account mangers and troubleshooting team response time to phone calls and emails is worse than poor. It took weeks to get a response from troubleshooting dept. I CC'd my account manager on emails to the troubleshooting dept - essentially begging for help.
The only reason I rated a 3 and not a 0 is because I finally connected with a person in the troubleshooting department and he solved my problem quickly and I like the platform.
While I love the platform and know it has been a great resource for obtaining google reviews, I am considering not renewing our contact and looking for a different vendor that does not take days/weeks to return calls. Since our renewal is in a couple months, I have made multiple calls in the past couple of weeks to our account rep to discuss this.... No response.
You allow customers to respond multiple times to the same survey and the survey allows responses even after several months. These two items need to be addressed. We have provided feedback with no response from your organization. We are now exploring other options.
While Listen360 website is easy to navigate, it has been quite detrimental to how our location is perceived by the higher ups in my company. Our business is solely focused on providing facials to clients. Some of the feedback has been helpful in tightening up our technique, however some of the detractor or passive scores we've received have nothing to do about our service and instead mention other factors beyond our control (i.e. noise from our HVAC, the surround parking situation, etc.). It would be helpful if you made a separate box, rating other factors outside of our control, and one that solely focuses on the service we provide. Currently I would not recommend this platform to a friend due to this feature.
Long-time Client and we wouldn't go anywhere else for our NPS needs. We have a great support team at Listen360 and Eric Atkins, our account director, is the BEST!
We used Listen360 for a variety of needs with a much broader scope than just Client surveys. In all areas Listen360 provides us the ability to get better every day!
