It's a little too soon to give feedback on the system since we started using it yesterday, but I appreciate the ease of use for our customers. I am looking forward to seeing the reports and seeing the feedback from our agents and clients.
Listen 360 is the leader in NPS surveys. Period! They have a robust dashboard that enmpowers businesses to make immediate adjustments to their product or service. I highly recommend Listen 360 to everyone.
My role is staff-side, working with Task Pads and respondents.
I recommend the ability for those receiving a survey to start/resume later. Currently, I receive responses from Y members who open and return the survey prematurely because they thought they could finish it later. They find out only when I've called them as routine follow-up. Consequently, we are not capturing the analytics we could be.
Also, member choose 0/10 as an "N/A" option. The branch NPS scores is negatively impacted.
Finally, the language of "sorry, we have disappointed you" if a rating is 6/10 or lower. I receive many responses that we are not disappointing them at all. I believe there could be a different word here. Disappointment is a loaded word.
Listen 360 is a complete no brainer when it comes to collecting data on customer perception of your products and services. The daily reports are simple to understand and give you the opportunity to communicate directly with your customers on all matters, whether positive or negative. My sites can be ranked across the business helping add some healthy competition to improving customer satisfaction.