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.
Navigating the feedback pages can be confusing sometimes. It's not always clear how we can reach out to those in the "red" and ensure our emails are bcc'd back to Listen360. Additionally, it'd be great to have an option to automatically bcc those in the Yellow as well since we also reply often to those.
I love the reports I can use to filter/see reviews across the board for all locations. Customer service- our 9Round rep (Scott Morgenroth) is awesome- always helps us optimize our usage of the software and teaches us new things!