Everyone at our association loves Listen360 (it helps to have a NPS of 74%)! Feedback is immediate and more than meets our needs. Laura was helpful in getting us set-up (and extremely patient in answering my million questions).
All the information that can be pulled from it. I also like how customers can express how happy they are or how disappointed they are while not having to deal with the confrontation. I also like how it lets District Managers know about how well some stylist are doing and where some need to improve because of what customers have to say.
Timely, customer feedback. Many customers provide no response other than the score, some comments are of little value, but there are many important learnings provided through this unique lens. Also, it is an effective way to forward and recognize strong customer service work by our team members.
When we get positive comments, I often share those with our staff. Positive feedback is motivating and inspires them to continue the good work.
When we get a comment that is less than positive, we find out the details of that client’s experience and, if the issue may be corrected by a change in process, we change it. We follow up with the client who is often surprised that we not only read their comment but that we acted on it. They will generally give us another try and the fact that you cared, addressed a potential issue and communicated often wins them over as a new client for life ...turning lemons into lemonade!
The concept is great. Replying to feedback can sometimes be confusing. At times at risk members pop up right away when logging in, other times they do not. Replying to passives does not track the responses, have to create a private note to track the responses.
I like the overall idea of Listen 360 and the follow-up solution it provides.
However, the $ value doesn't make any sense (the Business retained, Business at Risk and Royalties at Risk). To add meaning to the $ values at any given point in time, the admin at the Corporate level, with appropriate approval from the leadership, should be able to delete some of the detractors and their respective $ amount. Something like a periodical clean up.This will encourage the Franchisees to understand the numbers and stay on top of their game.