Help - the current BOT situation (false reviews) is extremely concerning and must be solved. Our franchisees and we put great stock in Listen360 reviews and Bot scores are damaging creditability.
This must be fixed.
[NAME REMOVED] - Metal Supermarkets
We have seen an increase in "false" feedback that seems to result from bots being active on the email request for feedback. This almost always results in a low score and causes wasteful effort on our part to resolve it with the customer. The Listen360 solution is to add a step to the review process which will certainly lower the response rate. We need a better solution.
Listen360 has provided us with a seamless process to hear from our customers and to be able to react to anyone unhappy with our services quickly. Listen360 has improved our customer retention and allowed us to grow.
We were told that they could easily replace our kiosks. That has not proven to be the case.
The link provided to us to put in our kiosks will not work. The first person to complete the feedback form would then leave the kiosk stuck on a thank you page.
because the Kiosk is in a locked enclosure, there is no way to reset the kiosk for the next user.
This seems like a simple fix. (Put a link to go back to the start, or a button on the thanks page to <Start Feedback> that redirects to the first page and gets a new form ready.
We were told this would take a development team months to complete so as of yet, we are still using our in-house kiosks and having to pull data together.
This is a great way for us to keep pulse on our customers and how they feel about our organization. It also lets us know if we have reoccurring issues that need to be addressed.
I am used to Qualtrics Dashboards and analysis. Listen 360 does not provide text analytics focused on the sentiment of customer comments, it uses the NPS score to determine positive or negative emotions/sentiment of the comment. I can build robust dashboards in Qualtrics and not at all in Listen 360. As the Customer Experience Analyst for my company, the ability to design dashboards and reports based on current projects is vital. Since you do not have it, I must download the data and design it outside your platform.
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