Listen360 allows customers to quickly and simply provide honest feedback. Often, customers wont take the time to provide positive comments on line. Due to Listen360's simplicity the volume of received surveys is great. The feedback not only helps with training opportunities but also allows us to hear the many positive comments and reinforces the hard work that we put it.
Listen360 are a great company offering a multifunctional platform suitable to a variety of customer based industries. The product itself & the overall company support are all consistently above average. Highly recommend.
The ease of use for the customer is unbeatable and the automation is fantastic. The concept makes running a business well much easier. I would like the Business user dashboard to be a little more intuitive. Some of the features, Like "Choose Center" seem hidden and I do not know why Reviews and Feedback are on separate dashboards.
The Listen360 feedback report is one of the first things I look for in my mail box every day. From a marketing point of view I use it as a sort of 'social listening' and 'sentiment analysis' to identify the brand perception on a centre by centre basis. It is also great for identifying potential members to use as case studies
The information is valuable, however how you use the information is difficult to navigate.
In addition the survey does not clearly message that we will know who is providing the information. We reach out and then we will get frustrated members as they felt like the survey was anonymous.
Not disappointed - Surveys are always generated based upon what is important to the company vs. what is important to the customer. While this sample is a simple satisfaction rating and a sample of reasons why - it is directly related to a service moment in time.
Something is better than nothing - but watching the virtually stable 75% measure of pleasure, I am led to believe the questions are too generic and don't reveal what may impact change.