The system needs to allow the customer to choose the correct team responsible for their concern. Ex: Customer Service, Billing, Lawn service, Hort Service, Mosquito service, etc. The specialists are always being hit with surveys when the customer is upset with customer service. This year we had a bad year with cust service and long hold times. Customer would cancel and we have no way to determine the amount of these cancels. Reports need to be easier to run. It's not user friendly.
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!