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   49357 Reviews
11605 Haynes Bridge Road Suite 550
Alpharetta, GA 30009
(678) 352-3000
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Recent Reviews:


Timely feedback and very user friendly. Hearing straight from the customer/member/parent.
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I appreciate reading the comments from our members every morning.
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The back end support and services. We are not getting the service we require to be serve our customers. The last count I heard is that our service representative is unresponsive and a handful of requests have not been answered or addressed.
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What I like about the program is it's live feedback. As the survey is submitted, we get the response and we are able to connect with the customers giving the survey.
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We don’t get responses quickly when there is a concern.
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Easy and quick for our customers to provide valuable feedback!
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We need to be able to automate survey delivery. The algorithm that determines promoters v detractors is not great - once we actually read the responses we realize that the comment didn't even talk about the category it was categorized as, etc.
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The only downside is reporting. As a customer, you have limited ability to design reporting and dashboards.
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Great way to get immediate feedback from your customers and thank the positive ones and resolve any issues before they get worse by not knowing or ignoring feedback. Excellent accountability tool
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Nothing that I requested has been fixed or taken care of. I have on several occasions asked for a phone call and I continue this email support that goes no where.....Pretty sad considering the business your in.
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Platform to be able to email from comments.
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The Listen360 emails I received give me a chance to see how our customers think of us as a company. I get to see responses from customers regarding all of our branches and that helps us to improve on our efforts to serve.
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We were very happy in the beginning especially with Sarah Bacon (who no longer works at Listen360). She is probably the best Implementation Manager I have worked with in my career. Erin was excellent and provided exemplary customer service. She is one of the best Account Managers I have ever dealt with. Eric was great as well. Customer service has definitely gone way down hill since Erin moved on. The implementation of the portal was very poor and the implementation of Reputation Pro had some issues as well. Additionally, the way the sales process was managed for Reputation Pro was unprofessional. I really hate to say anything negative because you have been such a fantastic partner to us and I am hopeful that will continue.
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We use it
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I never heard back from the customer service department and I don't feel like the user experience in the platform is user friendly. It takes 5 clicks to get to a specific store user and I think this is causing lower retention & understanding of the program.
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You keep asking me to take this survey, I ignored the first few requests but you're creating churn in my inbox. Then you force me to answer this question to complete the survey, I can't just give you a number - even 10/10 requires I type something. I don't want continual email reminders to take this feedback survey.
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You account mangers and troubleshooting team response time to phone calls and emails is worse than poor. It took weeks to get a response from troubleshooting dept. I CC'd my account manager on emails to the troubleshooting dept - essentially begging for help. The only reason I rated a 3 and not a 0 is because I finally connected with a person in the troubleshooting department and he solved my problem quickly and I like the platform. While I love the platform and know it has been a great resource for obtaining google reviews, I am considering not renewing our contact and looking for a different vendor that does not take days/weeks to return calls. Since our renewal is in a couple months, I have made multiple calls in the past couple of weeks to our account rep to discuss this.... No response.
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You allow customers to respond multiple times to the same survey and the survey allows responses even after several months. These two items need to be addressed. We have provided feedback with no response from your organization. We are now exploring other options.
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The feedback we are now receiving has been very helpful in our decision making.
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You provide good reporting with relevant information regarding the voice of the customer.
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