response time to help tickets is very slow, managing a large organization with many org levels is difficult and there are things that should be available on the customer side, but I have to connect with our accounts manager instead.
Helps me collect negative feedback and turn upset customers into happy customers! Also great to hear positive feedback about my team so I can share it with my employees and push for 5 star reviews online!
We value the real-time insights and feedback from customers. The system is highly effective for an enterprise-level business and provides an excellent way to monitor customer sentiment.
We get feedback from members of items which need attention. Even though the negative is sometimes hard to hear, it is great there is a platform out members feel they can express their concerns.
We no longer have a point of contact for issues, only email and messages left on an 800 number. Customer service has declined since we began using Listen360
Listen 360 has been a valuable resource for receiving feedback from our members, building stronger relationships, and gaining insight into their needs. It allows us to stay informed and responsive as we work to continuously improve the member experience.
Thanks,
Valeria Tenreiro
District Executive Director
Sacramento Central YMCA & Yolo County YMCA
YMCA OF SUPERIOR CALIFORNIA
2021 W Street, Sacramento CA 95818
(o) [PHONE NUMBER REMOVED] x 107 (c) [PHONE NUMBER REMOVED]
(e) [EMAIL ADDRESS REMOVED]
Our last round of surveys were a disaster….
It was explained to us that AI and/or bots are what caused the problem—we had an overwhelming number of “detractors” from our customers responses. Our protocols and processes are to immediately call our customer and address any issues. We looked like fools with all customers as they had not taken the survey at all. It was explained that Listen360 verifies survey responses to confirm they are not AI or bot related—doing so either daily or weekly. The whole point of customer feedback is a rapid response—we simply cannot wait a day much less a week to confirm the results are real.
What is being done to resolve this?
We are currently not sending surveys until we are comfortable this has been resolved. We are also looking at other providers as we are not comfortable with current resolution plans as they have been communicated.
Thank you.
[NAME REMOVED]
President, ServiceMax
[EMAIL ADDRESS REMOVED]
We are a franchise company, and I work for the franchise, we highly recommend Listen360 to all of our Regional Developers to get the feedback and the temperature of the clientele they support.
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.
