What Listen360 does

Listen360 is a privately held, Denver-based customer experience management (CXM) SaaS platform purpose-built for enterprise multi-location brands, franchises, and private equity-backed operators. The company, founded in 2008 and acquired by EverCommerce in 2018, serves more than 395 brands spanning roughly 49,000 combined franchise and corporate locations across verticals including home services, fitness, wellness, children's services, healthcare, travel and lodging, real estate, and salon and personal care. Named customers include Rollins (Orkin, HomeTeam, Western Pest), TruGreen, Terminix, ServiceMaster, Mathnasium, i9 Sports, FASTSIGNS, Baptist Health, Coldwell Banker Bain | Seal, and Sport Clips. The platform is sold exclusively through a direct enterprise sales motion backed by a network of 15+ vertical-specific integration partners (Service Titan, Mindbody, Zenoti, Athena Health, ClubReady, Pike13, Glofox, Procare, Daxko, MarketSharp, SalonBiz, iSalus, Service Minder, Zingfit) plus Chatmeter for reviews/listings and ReputationPro for social.

The platform architecture combines a core NPS-based feedback collection engine with proprietary Voice of the Customer (VOC) text analytics, an internally developed AI layer (Listen360 AI, launched 2024) featuring NLP theme extraction, anomaly detection on at-risk customers, and a customer-specific generative AI chat assistant, plus three adjacent modules: review generation and management across 40+ platforms (Google, Facebook, Yelp), local SEO listings management across 60+ directories via Chatmeter's NAP citation checker, and AI-assisted social media management across Facebook, X, LinkedIn, and Instagram via ReputationPro. Survey triggers are automated through native integrations with vertical CRM and POS systems, removing manual data entry and enabling real-time, location- and technician-level feedback loops.

Listen360 monetizes through annual SaaS subscriptions priced per location or per request volume on a custom-quote basis (no public pricing), supplemented since 2023 by a Managed Services line offering white-glove reputation management. The company also operates an IFA Supplier membership and a formal "Become a Partner" program, while holding affiliation as a Supporter of the Net Promoter System (Bain & Company). Leadership comprises CEO Brian Fitzpatrick, VP of Sales & Marketing Richard Thomas, and VP of Customer Success Angela Bossie, with the broader team in the 11–50 employee range.

Name

Listen360

Legal name

Listen360

Website

https://listen360.com

Company type

Private

Founded year

2008

Operating status

Operating

Headcount range

11–50 employees

Short description

Listen360 provides a customer experience management SaaS platform for enterprise multi-location brands and franchises, combining NPS-based feedback, AI-powered text analytics, review generation, listings management, and social media tools across more than 49,000 customer locations.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Software Publishers (513210)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)

akta.pro secondary industries

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Customer Service, Support & Contact Center CRM (HDAEAFAC)

Keywords

• Customer experience management
• NPS survey software
• Reputation management software
• Multi-location CX platform
• Franchise feedback analytics

Headquarters

HQ city

Alpharetta

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Marketing or Sales, Personnel, Infrastructure, Operations

Revenue model

1. SaaS Subscription (Platform Access): Listen360 operates as a cloud-based SaaS platform. Pricing is structured per location or by request volume. The company does not publish pricing publicly and requires prospects to contact the sales team for quotes. Revenue is recurring in nature as customers pay ongoing subscription fees to access the platform.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels7 records

Core offering

Listen360 sells a unified, cloud-based Customer Experience Management (CXM) SaaS platform that enterprise multi-location brands, franchises, and private equity-backed businesses use to automatically collect NPS-based customer feedback at every location, analyze it via AI and Voice of the Customer text analytics, generate and manage reviews across 40+ platforms, run social media, and optimize local listings across 60+ directories. The platform is sold on annual SaaS subscriptions priced per location or by request volume and is supported by integration partnerships with industry-specific CRM, POS, EHR, and reputation management software.

Product overview

Listen360 is a unified Customer Experience Management (CXM) platform for enterprise multi-location brands, franchises, and private equity-backed businesses. The platform consists of a core Customer Experience Management platform with five integrated modules: (1) Feedback/NPS Survey Tools for automated survey collection using Net Promoter Score methodology, (2) AI Analytics & Customer Insights for built-in AI analysis of feedback with chat assistant and benchmarking, (3) Reviews/Enterprise Reputation Management for review generation and response across 40+ platforms including Google, Facebook, and Yelp, (4) Social Media for AI-powered content creation and cross-platform management, and (5) Listings for local SEO optimization across 60+ directories. Supporting capabilities include the proprietary Voice of the Customer (VOC) text analytics, Managed Services for white-glove reputation management, and integrations with CRM/POS systems, fitness/wellness platforms (Mindbody, Zenoti, Zingfit), home services tools (Service Titan, Service Minder), and healthcare systems (Athena Health).

Differentiator

Problem solved

Functional benefit

Products and services

• Listen360 Customer Experience Management (CXM) Platform Unified customer experience management platform for multi-location brands and franchise systems that continuously collects, analyzes, and activates customer feedback at every location to improve retention, reputation, and revenue.
• Listen360 Reviews Review generation and management product that connects customer feedback to review generation, response management, and performance tracking across 40+ review platforms including Google, Facebook, and Yelp.
• Voice of the Customer and Customer Loyalty Reporting Voice of the Customer (VOC) text analytics tool with enhanced customer loyalty reporting that automatically scans customer feedback for keywords, aggregates comments into themes, and reveals sentiment and trend insights on intuitive dashboards.
• Managed Services White-glove, dedicated Managed Services offering providing custom reputation management services and tailored support for Listen360 customers.
• Listen360 AI AI-powered analytics module that automatically analyzes customer feedback across every location to surface trends, identify root causes, and highlight areas for maximum impact, including an AI chat assistant trained on customer-specific data.

Quantifiable outcome

• 4x increase in Google reviews within one year for Listen360 customers
• +8 more outcomes

Named customers28 records

Segments8 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration24 records

AI capability5 records

Feature6 records

Partnerships

Six partnerships are on record, tiered strategic and core.

• International Franchise Association (IFA)strategicGTM or Marketing Partner · 1 January 2009Listen360 is a Supplier member of the International Franchise Association (IFA) since 2009. This membership aids franchisors in connecting with customers across locations and improving brand profits. IFA membership provides Listen360 access to the franchisee buyer community and legitimacy within the franchise industry.
• ChatmetercoreTechnology or IntegrationChatmeter is integrated into Listen360's platform to provide review monitoring, centralization, and AI-assisted review responses. It also enables local listing management across 60+ directories and NAP (name, address, phone number) consistency monitoring. This is a critical integration for Listen360's review and listings management capabilities.
• ReputationProcoreTechnology or IntegrationReputationPro, integrated with Listen360, enables social media management from a single dashboard, including AI social media content creation, cross-platform content calendar, and strategic analytics across Facebook, X (Twitter), LinkedIn, and Instagram.
• Service TitancoreTechnology or IntegrationService Titan is a leading field service management platform integrated with Listen360 for home services brands. The integration enables automated feedback triggers based on job completion data and seamless data flow between CRM and survey systems.
• MindbodycoreTechnology or IntegrationMindbody is a wellness and fitness management platform integrated with Listen360 to enable automated member feedback collection and NPS measurement for fitness and wellness brands.
• Net Promoter System / Bain & CompanystrategicStrategic or Co-development PartnerListen360 is a Supporter of the Net Promoter System (NPS), the customer loyalty framework developed by Bain & Company. The NPS methodology is foundational to Listen360's platform, with both-question surveys (recommendation likelihood + open-ended) based directly on the NPS framework. This affiliation provides credible third-party validation of Listen360's methodology.

Scale indicators6 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Qualtrics: Qualtrics is the enterprise customer experience and experience management market leader, operating as a horizontal platform across CX, EX, and brand research. It competes with Listen360 at the high end of enterprise CX buyers and provides the broad-incumbent benchmark for the category.
• Medallia: Medallia is an enterprise experience management platform covering customer, employee, and digital experiences at large brands. It is a broad incumbent competing for multi-location CX budgets that Listen360 also pursues.
• InMoment: InMoment is an enterprise customer experience analytics and voice-of-customer platform that uses AI and unstructured data analytics. It competes for the same multi-location, omnichannel customer feedback budgets Listen360 targets.

Direct peers

• Birdeye: Birdeye is a multi-location customer experience and reputation management platform combining reviews, listings, surveys, and messaging. It serves franchises and SMBs with a directly comparable feature set to Listen360's Reviews, Listings, and Feedback modules.
• Reputation.com: Reputation.com is a reputation management and customer experience platform purpose-built for multi-location businesses, combining reviews, listings, surveys, and social. It is one of the closest direct competitors to Listen360's multi-vertical franchise offering.
• CustomerGauge: CustomerGauge is an enterprise NPS and customer experience platform specializing in B2B and multi-location account-based CX programs. It competes head-to-head with Listen360's NPS-based, multi-location franchise positioning.
• Podium: Podium is a multi-location customer interaction and reputation platform for local businesses, with a heavy focus on reviews, messaging, and customer feedback. It overlaps with Listen360's Reviews module and franchise go-to-market.

Emerging players

• NiceJob: NiceJob is a reputation management platform for small and mid-sized local businesses including home services and franchise brands. It is an emerging, lower-priced alternative for the same end customers Listen360 targets.
• Surveypal (by Customer Experience Group): Surveypal is a customer feedback and experience management tool focused on B2B service and support organizations. While smaller and more regionally focused, it overlaps with Listen360's NPS-based feedback collection core.
• GetFeedback (by Momentive): GetFeedback is a customer feedback and NPS survey platform built on top of Salesforce. While more general-purpose, it directly overlaps with Listen360's NPS survey product for customers seeking lighter-weight feedback tools.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/listen360inc
• LinkedInlinkedin.com/company/listen360

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Listen360