What I like about Listen360 is it gives tenants the opportunity to voice what they like and don't like about the property, it's a safe space and it allows landlords the opportunity to improve.
It would be nice to be able to respond to Promoters and track like similar to what we do for detractors.
Sometimes it's tricky to get to the detractor area that we respond to them. I feel like I get lost and it's not just a one or two click processes to respond to them by email.
A very high number of detractor reviews we get back from customers come back with no comments, and when we reach out to them to find out if they had an issue with their order or the reason for their low rating, they are surprised at the call as they never recalled filling out any survey or giving a low score, that their experience was great and they would not have given a bad review.
This is unfortunate as it has potential to skew our overall CES. Otherwise when it works I think the format is a good way to get honest feedback from customers.
A couple issues have made me very unlikely to recommend Listen 360. First, I'm very concerned about the lack of basic account security such as multifactor authentication. This should be the bare minimum for a software that contains PII of hundreds of thousands of our customers. Listen 360 is likely the #1 security risk to our organization.
Additionally, the support has been lackluster. Support is very timely for lower level issues, however, if an issue needs to be escalated to developers it's hard to even get an email acknowledged. For example, I have had a ticket open since 10/22 that has not had a response since 10/23 despite multiple requests for an update.
We tried to send a survey for two months and it never went. When it finally went the wrong survey was sent. We would like the authority to send our own surveys so we aren’t waiting for Listen360 team. We think this would provide more efficiencies on both sides.