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Reviews
February 26, 2021
E.C.
OVERALL EXPERIENCE IS GOOD AND DAILY REPORTS HELP TO COMMUNICATE WITH THE TEAM WHERE WE CAN IMPROVE AS A TEAM. THE COMMENT FEILD SHOULD BE A REQUIREMENT.
Too early to tell. We used to have a calling service that called our clients for NPS scores. We have now switched to email only and it's only been a week. So far feedback is good
Reporting is robust and allows you to drill down. Daily emails help us stay focused on those respondents who most need our attention. The Listen 360 team is very responsive when we have a question or need support.
- I would like to be able to respond to employees / clients via Listen360
- It would be great if Listen360 had some "best practices" or guides to offer their clients regarding how to best execute NPS & ENPS.
I value the reporting and this service provides needed feedback from my clients. This assists with structuring training & quality assurance programs to address customer satisfaction gaps.
Its a great tool but as a back end user of Listen 360, there should be better ways to link the data back to business intelligence tools such as Tableau.
Currently the only easy way to extract data is into a manual excel file which is very time consuming
It's a no-brainer for Net Promoter Scores - it basically runs itself after you set up the questions and parameters.
It has provided immense value to our business - especially given the nightmare of COVID and the massive negative impact that the pandemic and lockdowns caused.
In addition to the great service they've always provided, Listen360 has been an amazing partner for us through some very challenging times. Scott has been a huge advocate for us and has been amazing to work with. I would recommend Listen360 to anyone who is considering their type of services.
Ease of use and customization. Client facing ability to rate and elect to provide further feedback or not. Reporting features are valuable with Internal team/system development.
Listen 360 is a fantastic platform for sending surveys, collecting Net Promoter Scores (NPS), and prioritizing the voice of the customer. One of my favorite features about Listen 360 is their ability to easily funnel reviews to social media and reputation sites. We have leveraged this feature to revolutionize our online presence and share the amazing feedback we collect within Listen 360 with our online audiences. A few minor changes that would make our closed loop process easier would be the ability to filter the task pad from oldest to newest responses. Another minor update that I am looking forward to is more robust reporting and easier API integration for creating custom reports outside of Listen 360's platform. Overall, I am a huge fan of Listen 360 and highly recommend it to anyone looking to improve their customer experience or voice of the customer program.
The user interface is not that great.
There is a lot of wonderful information but it is hard to find and it lacks any real reporting ability for the end user.
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.
It's a simple tool to use for both the member and the organization. We are very pleased with the product and have been since we instituted Listen360 more than a year ago.
I am concerned about an employees disregard to wearing their mask while working the front desk. This is a constant problem that isn't getting resolved. It makes me dread going to this branch.
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.
