We had a solid implementation, they were very hands-on and adjusted to fit our needs and were very clear in how their platform could help out our business, and we've found them to be excellent value for our franchises!
The system was very easy for us to integrate into our existing platform and continually monitor the results. Based on our high customer acceptance rates, we know the product is correctly designed for the consumer.
Our members have an opportunity to express how they feel about the services/programs we provide without feeling uncomfortable. We get to hear complaints or praises from members who may not speak up otherwise.
There are a few features that could be added to make the results more efficient. For example, I wish we could adjust the text in each email based off of the information pulled from data like the technician's name. Also, I don't like that we aren't getting as many results on Google/Facebook as we were using podium.
More robust reporting and transparency within reporting. Some aspects of reporting such as the trend line on the Voice of the Customer report, or the home page dashboard that has NPS viability but the promoter/passive/detractors numbers do not add up to equation above. At times data appears to be negated for one reason or another and the page does not clearly display that.