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 Additionally, the current single sign on option is woefully out of date and needs to be updated to support SAML SSO.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.
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