At Pigtails & Crewcuts Franchise HQ, we have done extensive research on platforms that will help our franchisees and their business. It is important for us to understand the pulse of the customers who frequent our salons across the country, and to receive feedback regarding their experiences. A few years ago, we began our partnership with Listen360, whose tagline is “Know Your Customers”. This platform helps each franchisee to gather valuable insight via the Net Promoter Score (NPS).
Listen360 works with our point-of-sale system to send out a survey to customers allowing them to rank the likelihood they would recommend Pigtails & Crewcuts to a family member or a friend. This ranking is the basis for calculating the NPS and serves as an incredibly useful tool when judging everything from service quality, salon appearance, and staff performance. As Listen360 states, this helps our system to “make smarter business decisions, determine which parts of [our experience] need to improve, and which will have the biggest impact on [our] business.” The best thing about the NPS is knowing, almost immediately, the overall satisfaction of a customer.
Pigtails & Crewcuts CEO and President, Wade Brannon, and his support team, review this data daily and provide not just feedback, but accolades to franchisees and their employees. Each franchisee can use the customer feedback for training purposes to address operational and service issues within their salon, understand areas of improvement, and help their teams grow. Listen360 also generates data based on various keywords, even down to a particular stylist’s name, so that franchisees can offer recognition and rewards for a job well done.
The Listen360 website states in an informational video that “the Net Promoter Score gives you an indication of how likely your business is to grow, based on recommendations from your happiest customers”. Wade writes, “the goal for our franchisees is that they provide a positive experience which leaves customers happy and visiting more often, and in turn, generates business growth through word of mouth.” With partnerships like Listen360, Pigtails & Crewcuts continues to provide exceptional customer service, great haircuts, and an overall positive experience!
