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 Additionally, the current single sign on option is woefully out of date and needs to be updated to support SAML SSO.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.
The reporting is robust and easy to understand, especially the reporting that was revamped a year or so ago. We would like to see the rest of it updated to the cleaner workflow as well.
We have plenty of permissions and settings for setting the system up as a franchisor and for franchisees too. Any changes needed are easily made.
Support staff are easy to work with for the most part. We never really hear from a point person as such, but many of their main team know our company well after so many years of using their software.
Overall the software integrates well without main software system, our business model and our needs without being overly complicated.
Need better reporting features. We've had to create Excel Spreadsheets and import information weekly/monthly to have the reports we need/want for our communities. Different industries utilize different stats, so please make the reporting more customizable for each client.
I like the format although when I look at my emails on my phone I can't see the score and all the tiny words. I have to scroll back and forth so maybe consolidating it so it would fit on a screen.
I have asked for help when we transitioned from Elevation Cycles to Mikes Bikes. The back end details are still not complete. My email connected to he account is still elevationcycles.com. I have asked multiple time for assistance and I am always given a very long winded answer with out a direct solution. I have tried to go through but it takes way too much time. I am fearful of breaking the communication during our busy season. It would be really great when help was asked for, it was provided and taken care of.
The user interface to set up the campaigns is not as intuitive as I think it could be. Analyzing the results once the surveys are received is nice and easy.
It's always good to let others know what's on your mind, even if you can't share all of the details, because others might be able to resolve your concern - or find someone who can!
Listen360 has been one of the best partners we've had at Sport Clips.
Their client service is remarkable, and our Clients and Team Members love the ease of survey completion and reporting.
Eric, Laura, and the entire support team go well beyond expectations and are a pleasure to work with.
I can't help but think that Sport Clips is better because of the Listen360 platform and support!
It seems like we don’t get consistent feedback as it relates to volume. For a few weeks we might get 3 to 5 responses and then we will go a couple days getting 200 to 300.
As a user of it everyday for our business - Santikos Entertainment - I have asked for the past three years to upgrade your daily dashboard.
Right now we get Rolling 3 Months, Rolling 12 Months and YTD scores.
Would like the option of Yesterday's score to be put into that dashboard and month to date but all I get is they are working on it. A more interactive dashboard would help on the daily update.
Maybe in three more years, this will become a reality.
Rob Lehman - COO - Santikos Entertainment
