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Post by cheryl on Feb 23, 2018 22:59:03 GMT
You have the ability to filter that sort of review out. They explain how to do it. Right now I don't have that to worry about, so I didn't pay close attention on what steps to take, but it can be done.
I can never put snap's videos in full screen. I've tried on all sorts of platforms and all sorts of browsers. Remains tiny.
On mail every browser tells me that the mail server is configured wrong and to contact my administrators.
Not sure they can get much technology correct without someone doing it for them, which is perfect example of why they shouldn't be trying to support member billing and management and should be handled by a company that knows what they're doing, like MindBody.
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Post by snaplongtimer on Feb 24, 2018 14:56:32 GMT
Has anyone really weighed the benefit of continuously prodding members (active or not) for their thoughts on recommending our clubs versus not sending them anything and keep the money flow coming? I totally agree with Cheryl about who they should be sending these too. Maybe what would make more sense is "Suggestions360." I don't mind hearing suggestions for improvements. The number ratings mean nothing to me for all the reasons everyone has given. 8 out of 10 is flagged..whatever. This is going to drive me nuts. This will be another topic at the convention I bet.
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Post by cheryl on Feb 28, 2018 14:17:41 GMT
It would be helpful if they associated some sort of meaning to each number. Right now members have no idea what a rating of 8 means or how much different that is from a 5. I view an 8 as awful, but members I've spoken to think it means they like it, but there are things which aren't perfect. One would like to have twice as many treadmills. Well, yeah, me too, but what do I take out, or should we run extension cords and set them up outside?
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Post by snaplongtimer on Feb 28, 2018 15:08:43 GMT
Wow, people ask me for a pool. It's the area trust me..
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Post by yankedchain on Feb 28, 2018 16:07:51 GMT
If I paid attention correctly you have a choice of what you want to show when you integrate Listen360 into FB. It is already integrated into your Google listing. It shows the total overall score, but only the good comments. My members thought this was an open forum to corporate. They complained about all kinds of things with low ratings. Including giving us a 2 on how likely they were to refer a friend. The comment reads, "It's not anything you did. I just don't want you bothering me about helping you get new members." Our Google rating is 4.8, our yellow pages is 5.0, our Yelp is 4.7 but our 360 rating is 3.1. Survey questions should be crafted to obtain the type of answer you want. I am not sure corporate really wanted to tank franchisee's public rankings, did they?
Sorry for stealing your thread to vent. Going back to my sunny day here!! Lastly, somewhere in 360 should be a pdf version of the integration guide.
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Post by fishstyxx on Mar 1, 2018 14:05:51 GMT
Just got a 0 out of 10 from a member who moved about 3 months ago and had filled out his termination request. Before his account was terminated he told us he couldn't find a gym where he moved to that he liked, so he was going to remain a member and drive the 20 miles to get to our club.
I'm guessing he was annoyed with the multiple emails to give us feedback and responded the way he did to get them to stop. However, we do have another $10/month club opening about 5 miles away ($20 if you want classes), so maybe he's planning to go there, but I doubt it.
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Post by snaplongtimer on Mar 1, 2018 14:45:55 GMT
Crap...I thought I was the first to celebrate a 0 out of 10. Ridiculous reasons given for us to deserve that. Honestly, I really don't care. I won't pursue it. You can't fix stupid. Maybe it was the 30 day notice she didn't like. Good riddance. Not a fan of Listen 360 at all. A suggestion box in the gym will produce better feedback than this program.
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Post by snaplongtimer on Mar 7, 2018 15:26:19 GMT
What I find extremely annoying is a prime insurance member giving me a bad rating because I didn't throw in classes with her free membership. Yet these same people still come to the gym. You want feedback from your members? Talk to them. Set up a suggestion box. Listen 360 gives people a way of venting their days frustrations out on your business. Where do I opt out of this crap service that keeps sending surveys to the same members?
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Post by yankedchain on Mar 11, 2018 17:30:57 GMT
Same members over and over. I have someone that has been a member for 6 months. 4 surveys have been sent. Just plain stupid!
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Post by cheryl on Mar 11, 2018 19:14:41 GMT
Just had a member who hasn't been in for a while forward the 360 survey to us. Of course he added his own commentary to the top. "Please cancel my account and please stop emailing me your surveys"
I think Listen 360 can be a benefit, but has to be done smarter. Why are we poking people who aren't regulars or who haven't been in for some time? The people they identify as at risk may very well be at risk. However, people like this are never categorized as "at risk", they just cancel after being pestered. The list of who to survey should be filtered with the door logs of people who are making it into the club, or at least with the last activity date found in fitware.
The goal of this tool should include improving retention. As implemented it has the opposite effect.
Oh, and I know this will be categorized by corporate as just those annoying franchisees complaining, but here's a hint. When someone provides constructive criticism with a solution to the problem it's not complaining. Unfortunately we have a disengaged franchisor who is unwilling to listen to suggestions on ways to improve different facets, and sticks with their "My way or the highway" (ie Billy would you contact cheryl and help her in selling her club)
Let me help you a bit more. An example of complaining would be to simply state "Listen 360 sucks". See the difference?
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Post by BillyBob on Mar 14, 2018 6:03:52 GMT
As far as I know Listen360 only surveys members that have been at the gym recently. We have not received any survey responses from any members that have not been in with in a couple of days. I do agree they are sent too frequently. I could have sworn they said the surveys would be every 6 months. Cheryl- I messaged tech support about the expired email certificate, no response.
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Post by snaplongtimer on Mar 14, 2018 14:04:02 GMT
As yankedchain has mentioned, 4 surveys during a 6 month membership. Are they all "Would you recommend the club" surveys? It's like pestering a new member for their opinion, every time they turn around. Want to encourage people to leave your gym? Keep asking them the same questions until they laugh in your face.
I believe Listen 360 needs to justify it's existence by staying active to as many people as they can. If they sent out surveys every 6 months, they would become a service we would soon forget about. Maybe one survey should build upon the last and not repeat the same question. There's my constructive criticism.
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Post by yankedchain on Mar 14, 2018 20:20:13 GMT
From what I can tell they are all the "would you recommend a friend" survey question. I thought they were supposed to be every 6 months as well, but they keep tagging up the same people. Don't get me wrong they pick up the new people too and those sleepers that come into cancel. When I first heard about 360 I thought it was like another product we had considered using ourselves. Although 360 is not as robust, we were hoping that the surveying would be more robust than it seems to be and build over time.
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Post by isthisheaven on Mar 15, 2018 20:22:00 GMT
Got a 5 out of 10 w no comments. Fit pass starter, never been in my gym according to keycard access and has checked in once at another club. Great fuckin tool 365 dousche
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Post by isthisheaven on Mar 15, 2018 20:23:13 GMT
Oops (360 ) my bad.
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