Case Study: FASTSIGNS improves customer experience and survey response rates with Listen360

Consistently Delivering a Great Customer Experience

FASTSIGNS, a professional services franchisor with more than 615 locations, wanted a better way to measure and improve customer experience across its franchise network. Using its own survey system, the company could tell who was satisfied or dissatisfied, but it struggled to uncover root causes, increase its 15% response rate, and give franchisees location-level insight to act on negative feedback quickly.

Listen360 provided FASTSIGNS with a customer feedback platform based on NPS and a simple two-question survey, along with text analytics and real-time alerts. The result was a 33% increase in survey responses, deeper visibility into customer sentiment and themes like consistency and communication, and faster follow-up on negative feedback. FASTSIGNS also began using positive customer comments on franchise websites and to encourage more online reviews.

Fastsigns

Chuck Kaylor

Director of Marketing Services