Listen360 is a fast and easy way to leave a review without getting too into the weeds the first time around. It's also a simple way to learn the holes in your business and where people may be dropping through.
I love how listen360 gives us the ability to hear the voice of our members so we know what changes to make for a 100% customer experience. Having this feature for 500+ locations has been an invaluable tool for our company!
The support from the Listen360 team is excellent. I always get a response when I have a question, and the team there works with me to deliver what I need. Once you have this launched, it's so easy to request and receive feedback that leads to actionable responses.
The support our team receives is subpar. As part of our contract, we pay a monthly support fee; however, we typically only interact with L360 for ~30 days per year as we send about 6-8 surveys annually. Yet, these ~30 days have been a challenge for the past two years. Response times from our account rep can be extraordinarily slow (+often require multiple follow-up emails), and we've received inaccurate information on a handful of occasions. The team does not seem to care if we miss deadlines, which can be frustrating. I'm re-evaluating whether these frustrations are worth us continuing with the L360 product in the future.
John was a great massage therapist. I had a very sore lower back and very tight legs; he made recommendations for enhancements that would help him address my areas of concern in a more impactful way & sent me home with some stretching exercises I can do between sessions to help my problem areas.
Searching for users or locations is tediously complicated. There are over a dozen separate sections with hundreds of locations. Why can't I search for a person once and L360 show me all the locations they are in? Instead I have to go through each section individually to add/remove access. This is ridiculous. Why does the search function not work?
Listen 360 is easy for the consumer to navigate. The electronic delivery system is giving us a much higher return rate than our old paper system. As one of the largest Coldwell Banker affiliates in the country we are solicited by many vendors. We are very happy we chose Listen 360 for our customer satisfaction surveys.