Listen360 is the reputation tool franchisors buy. Founded around 2007 and headquartered in Alpharetta, Georgia (and acquired by EverCommerce), Listen360 built its business serving franchise networks in wellness, fitness, home services, and beauty - environments where a single corporate office needs to protect the brand across hundreds of independently owned locations. The core methodology is NPS-first: after every job, a short survey asks the 0-10 "how likely to recommend" question, segmenting customers into promoters, passives, and detractors.
For HVAC dealer networks - think brand-wide programs run by manufacturers, buying groups, or national franchisors - this is the right shape of product. Corporate gets a dashboard comparing NPS across every dealer, identifying at-risk customer issues in real time, and automatically routing promoters to Google and Facebook review flows. Detractor feedback is surfaced privately to the franchisee for service recovery before it becomes a public one-star review. The platform adds AI-generated response drafts, lost-lead surveys, referral tracking, and interactive dashboards.
Listen360 is less well-suited to the single-location HVAC owner who just wants more Google reviews - NiceJob or Podium are simpler for that. Where Listen360 shines is when there are 10, 100, or 1,000 locations that need consistent measurement, brand-wide benchmarking, and a common voice-of-customer spine. Pricing is quote-based and tends to be enterprise-tier, reflecting the franchisor buyer. The depth on NPS methodology, franchise benchmarking, and feedback routing is what keeps it sticky in large HVAC dealer networks and home-service franchises.