Customer Stories The Little Gym

The Little Gym Achieves Best-in-Class Loyalty Scores in Multiple Customer Environments

For nearly 40 years, The Little Gym has been helping children build their skills and self-confidence in a fun and nurturing environment. Known as a company that cares deeply about its customers, The Little Gym has taken that commitment to a new level with Listen360’s automated customer feedback system. Since implementing Listen360, The Little Gym has achieved best-in-class loyalty scores in multiple customer environments—results worth flipping over.

The Challenge

With nearly 300 gyms worldwide, The Little Gym uniquely understands how to please two of the toughest customers: kids and their parents. The company also knows that continued success depends not only on acquiring new customers, but also on retaining loyal, happy ones.

“We have always grown and improved, but in terms of customer retention, we were not moving the needle as significantly as we wanted to,” explains Heather Anderson, Director of Marketing for The Little Gym International, Inc.

Anderson adds that the company did not have a straightforward way to gather customer feedback. “We needed a consistent source of data and a clear way to understand the customer experience,” says Anderson.

The Solution

The Little Gym marketing team heard about Listen360’s customer feedback management system at an industry conference and was impressed by its online demo. Anderson says the company also looked at two other systems, but kept coming back to Listen360. “When it became a need and not just a ‘nice-to-have,’ we went with our first choice, Listen360,” says Anderson. “It was the most comprehensive system with a wide range of features. It also integrated into our business operations system and seemed to be very easy for franchise owners to use. We’ve launched other business systems before and this was one of the most seamless implementations that we’ve ever had.”

The Little Gym has been using Listen360 for four years, and the benefits are far-reaching. “Listen360 gives us a clear view of our business through our customers’ eyes,” explains Anderson. “It’s helped us uncover opportunities to improve our business as well as see where we provide an exceptional customer experience.”

“The gyms use reviews on Facebook to engage with customers and to help grow their business. We also built a special page on our website to post all reviews; we feel that the transparency of showing all reviews reinforces our credibility with parents.” — Heather Anderson, Director of Marketing for The Little Gym International, Inc.

Results: Increase Retention, Boost to Sales Efforts

In the two years that The Little Gym has been using Listen360, retention has increased considerably. “It has been a tremendous help with retention,” says Anderson. “We learn exactly how customers feel and recognize when they might be leaning toward not renewing. The data we get is in real time, so our franchise owners can reach out and quickly remedy a situation.”

In addition, the company has seen an unexpected result: the correlation between its customer loyalty score, gym revenues and sales. “Our loyalty score is 84 to 85 percent—well beyond best-in-class,” says Anderson. “We’ve seen that the franchise locations with the highest loyalty scores also have the highest revenue. The loyalty score also adds to the success of our franchise sales efforts by providing clear data that highlights customer satisfaction system-wide.”

Customer Feedback as a Coaching Tool

The Little Gym uses Listen360 to provide support for franchise owners. “For example, our Business Consultants can look at who is at risk of leaving and why, and coach franchise owners about what action to take and how to make things right before a customer leaves.”

Providing System-wide Visibility

The Little Gym’s operations system houses all of its customer data; by integrating that system with Listen360, feedback requests are automatically sent to customers based on a schedule that The Little Gym determines—typically two midpoints within the Season.

Listen360’s feedback request contains just two questions: “How likely are you to recommend us to a friend?” and an open-ended request for customers to share more about their experience with The Little Gym.

Based on customers’ responses, the system organizes them into three categories: “Promoters” are clients who would recommend The Little Gym to a friend; “Passives” are neutral; and “Detractors” are those with negative feedback. The system generates a real-time task list for franchisees, making it easy for gym staff to follow up with customers.

Next, Listen360 translates the client data into a loyalty score that is automatically displayed on graphical dashboards. The dashboard also displays results from Listen360’s “Voice of the Customer”– a powerful, proprietary text analytics tool that scans customers’ feedback for key words about likes and concerns, and categorizes them into meaningful themes.

“The Voice of the Customer has played a key role for us,” says Anderson. “We are able to quickly see what our customers are saying and hone in on key words. We receive overwhelmingly positive reviews, which confirm that the gyms are providing a great customer experience.”

Anderson adds, “Many owners have also chosen to get an immediate notification via text message if they receive a detractor comment, so they can respond within minutes of receiving the feedback.”

Reaching New Customers with Social Media Integration

When happy customers answer the feedback request, they are offered a one-click method for sharing their experience on their personal Facebook, Twitter and/or LinkedIn pages. This online word-of-mouth helps promote The Little Gym to current customers’ followers. Listen360 also streams customer reviews on The Little Gym’s company Facebook pages and websites.

“The gyms use reviews on Facebook to engage with customers and to help grow their business. We also built a special page on our website to post all reviews; we feel that the transparency of showing all reviews reinforces our credibility with parents.”

New! Feedback at Multiple Touchpoints

The Little Gym is the first Listen360 client to expand the feedback system into multiple customer touchpoints, adding birthday party customers as well as lost customers, in addition to its gym members. Listen360 allows for the unique wording of the feedback requests and tailors the schedule based on the requirements of different events in the customer life cycle. For example, a feedback request for birthday party customers is automatically sent following the event. For lost customers, the request automatically goes out 30 days after a customer’s introductory class to uncover reasons why they didn’t enroll and suggestions for improvement.

“Feedback from multiple types of customers has shown us that there are opportunities to improve communication,” says Anderson. “Recently a customer said that she would have enrolled in a class if there was a discount for a second child. Well, there is! We also receive a lot of comments about price, so we know we need to focus on improving the initial value perception. A lot of what we hear comes back to communication; but we wouldn’t have heard it before Listen360.”

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Privacy Policy

Last revised: May 13, 2013

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Listen360 respects your privacy and we appreciate your interest in our organization. Listen360, Inc. is referred to in this policy as “Listen360,” “we,” “our” and “us.”

This policy applies to our collection, use and disclosure of information that we collect (i) from respondents (as further described below) via email and web submission forms about certain interactions that the respondent has had with our clients (as further described below), (ii) from our clients in connection with the services that we provide to them; and (iii) through our web submission form on our “Contact Us” page on our website from persons who voluntarily submit their contact information to us

In this policy, we refer to the following terms: “client” as a business with whom we have an established business relationship for the use of our customer feedback system and services to solicit, collect and report voluntary feedback provided to us with respect to our client; “respondent” as a person who voluntarily provides us feedback regarding our client; “Listen360 Services” as our services to solicit, collect and report respondent feedback to our clients; and “Digital Properties” as our website and those other websites from which we provide the Listen360 Services.

If you are located in the European Economic Area, we comply with applicable legal requirements providing adequate protection for the transfer of personal information to countries outside of the European Economic Area. Listen360 is certified under the Safe Harbor privacy framework as set forth by the U.S. Department of Commerce and European Commission regarding the collection, storage, use, transfer and other processing of personal data transferred from the European Economic Area to the U.S. Our Safe Harbor Privacy Policy applicable to personal information that we collect from within the European Economic Area that is transferred to countries outside the European Economic Area is located at 

Terms of Use and Terms of Service

The use of the publicly available portions of our Digital Properties are subject to our Terms of Use posted on our website. The access and use of our customer feedback management system is subject to our Terms of Service that we enter into with each of our clients.

Information that Listen360 Collects / Use of Collected Information

Listen360 is not in the business of selling or otherwise distributing personal information.  Listen360 only shares information with third parties, such as our clients, as described in this policy or as described at the time the information is collected.  For example, Listen360 may, at the request of a client, ask for a respondent’s contact information so a client can follow up with the respondent about their feedback regarding that client.  We only collect personal information that is either voluntarily provided to us by the person who the personal information relates to (in the case of the Feedback Information and Prospect Information described below) or that is provided to us by our client (in the case of the Potential Respondent Contact Information described below).

The following is a description of the information that we collect (collectively referred to in this policy as the “Collected Information”) and how we use the Collected Information.

  • If you are a client, we collect: (a) the name, business address, business phone and fax number, email address and other similar information for the contact person(s) who you designate as the contact for billing and other purposes for your account with us (“Account Information”), and (b) information that you voluntarily provide to us with respect to the persons who have had an experience interacting with your business and to whom you direct us to solicit feedback regarding the person’s sentiment with respect to that interaction (generally, unless you direct us otherwise, this information comprises only the email address of the person to whom you want us to solicit feedback) (“Potential Respondent Contact Information”).  We use Account Information and Potential Respondent Contact Information solely in connection with our performance of services for the client for whom the information was collected.  We will modify or delete any personal information in Account Information or Potential Respondent Contact Information provided to us promptly after our client’s request to do so but in no event more than 30 business days after the client’s request.
  • If you are a respondent, we collect your feedback regarding your sentiment with respect to the experience you had interacting with our client (“Feedback Information”).  We use and disclose Feedback Information only to our client with respect to whom the Feedback Information relates in connection with us performing services for our client.  Additionally, at the direction of our client to whom the Feedback Information relates, we may publicly disclose your Feedback Information in any form of media without identifying you as the author of the Feedback Information other than the initials of your first and last name.  Please see the section below entitled “Feedback Information in Social Media Feeds and Sites” regarding additional ways that we may disclose Feedback Information.
  • We collect contact information voluntarily provided to us (for example, through our “Contact Us” page on our website) by individuals who express an interest in using the Listen360 Services for their business (the “Prospect Information”).
  • If you visit any of our Digital Properties, we employ various tracking technologies, such as cookies, web beacons and analytics software, that help us perform the Listen360 Services and better manage content on our Digital Properties (the “Digital Property Usage Information”).  We use the Digital Property Usage Information to (i) measure the number of visits, average time spent, page views, and other statistics to monitor how the Digital Properties are being used in general, (ii) monitor the performance of the Digital Properties, and (iii) make the Digital Properties easier and more convenient to use.   Please see the following section for a more comprehensive explanation of how collect and use Digital Property Usage Information.

Digital Property Usage Information

Cookies – When you visit our Digital Properties we send one or more “cookies” to your computer or other devices.  Cookies are alphanumeric identifiers stored on your computer through your web browser and are used by most websites to help personalize your web experience.  Some cookies may facilitate additional site features for enhanced performance and functionality such as remembering preferences, allowing social interactions, analyzing usage for site optimization, providing custom content, allowing third parties to provide social sharing tools, and serving images or videos from third party websites.  Some features on this site will not function if you do not allow cookies.  We may link the information we store in cookies to any Collected Information you voluntarily submit while on any of our Digital Properties.  We use both session ID cookies and persistent cookies.  A session ID cookie expires when you close your browser.  A persistent cookie remains on your hard drive for an extended period of time.  Persistent cookies enable us to track and target the interest of our users to enhance the experience on our Digital Properties.  You can remove persistent cookies by following directions provided in your Internet browser’s “help” file.  Functional cookies, persistent and session type, store information to enable core site functionality, such as Live Chat and Client ID remembrance.  Analytics cookies allow us to count page visits and traffic sources so we can measure and improve the performance of our site and our marketing campaigns.  If you reject cookies, you may still use the Digital Property pertaining to the deleted cookie, but some features on that site will not function properly.

Web Beacons
– We use Web Beacons alone or in conjunction with cookies to compile information about our Digital Properties.  A Web Beacon is a tiny graphic object that is embedded in a web page or email and is usually invisible to the user but allows checking that a user has viewed the page or email.  Web Beacons may be used within the Digital Properties to track email open rates, web page visits or form submissions.  In some cases, we tie the information gathered by Web Beacons to the Collected Information.  For example, we use clear gifs in our HTML-based emails to let us know which emails to potential respondents have been opened.  This allows us to gauge the effectiveness of certain communications and the effectiveness of our services.

Third Party Tracking Technologies
– The use of cookies and web beacons by any tracking utility company or third party service provider is not covered by this policy. We do not have access or control over these cookies and web beacons.

Analytics Software
– We and our third party tracking-utility partners use log files on our Digital Properties to gather certain information automatically and store it for analytical purposes. This information includes internet protocol (“IP”) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data.  We use this information to track and aggregate non-personally identifiable information to analyze trends, administer our Digital Properties, track users’ movements around our Digital Properties and to gather demographic information about our user base in the aggregate.

Social Media Features and Widgets

Our Digital Properties include social media features, such as the Facebook Like button and widgets, such as the Share this button or interactive mini-programs that run on our site. These features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly.  Social Media Features and Widgets are either hosted by a third party or hosted directly on our Digital Properties.  Your interactions with these Features are governed by the policy of the company providing it.

Feedback Information in Social Media Feeds and Sites

At the direction of our client, we post all or a portion of the Feedback Information from a respondent in client designated social media feeds and sites.  We do not include Feedback Information regarding our client in any social media feed or site unless directed to do so by our client.  If the respondent voluntarily includes personally identifiable information in their feedback regarding our client, then such personally identifiable information will be publicly available in the client designated social media feed or site.  In a similar manner, we may from time to time post our client’s feedback regarding our services to them in our social media feeds and sites.  If you are a respondent and you do not want your personally identifiable information to be disclosed in a social media feed or site, then you should not voluntarily provide that information in your feedback that you submit to us.

Agents and Service Providers

We sometimes contract with other companies and individuals to perform functions or services on our behalf.  They may have access to Collected Information that is needed to perform their functions but are restricted from using the Collected Information for purposes other than providing services for us or to us.

Legal Disclosure

We reserve the right to disclose the Collected Information upon the following circumstances:

(i)        as required by law, such as to comply with a subpoena, or similar legal process;

(ii)       when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request; or

(iii)      to any other third party with your prior consent to do so.

If Listen360 is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our website of such change in ownership or uses of your Collected Information, as well as any choices you may have regarding your personal information.

Access to Data Controlled by our Clients

Listen360 has no direct relationship with the respondents whose Feedback Information and Potential Respondent Contact Information we collect and process.  A respondent who seeks access, or who seeks to correct, amend, or delete inaccurate Feedback Information or Potential Respondent Contact Information pertaining to him or her should direct his or her query to our client on whose behalf we collected the Feedback Information or our client who provided the Potential Respondent Contact Information to us.  If our client requests Listen360 to remove a respondent’s Feedback Information from our customer management system or modify or delete the Potential Respondent Contact Information, we will respond to our client’s request within 30 business days.

Data Retention

We will retain the Collected Information that we process on behalf of our client as needed to provide our services to the client.  We will retain and use this information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.


The security of personal information is a high priority at Listen360.  We maintain our Digital Properties and all associated data with technical, administrative and physical safeguards to protect against loss, unauthorized access, destruction, misuse, modification and improper disclosure.  No computer system or information can ever be fully protected against every possible hazard.  Listen360 is committed to providing reasonable and appropriate security controls to protect our Digital Properties and the Collected Information against foreseeable hazards.  If you have any questions about security on any of our Digital Properties, you can contact us at

Changes to this Policy

We reserve the right to change this policy from time to time.  You can determine when this policy was last revised by referring to the “LAST REVISED” legend at the top of this policy.  Any changes to our policy will become effective upon our posting of the revised policy on the page located at the “Privacy Policy” link on the main page of our website.

Third Party Sites

This policy does not address, and we are not responsible for, the privacy, information or other practices of any third parties, including any third party operating any site to which any of our Digital Properties contain a link. The inclusion of a site link on a Digital Property does not imply endorsement of the linked site by us or by our affiliates.

Contact Us

If you have any questions regarding this policy you can contact us via email at or via postal mail at:

Listen360, Inc.
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009


Safe Harbor

Last revised: May 13, 2013

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Listen360, Inc. (“Listen360”) has created this Safe Harbor Privacy Policy to help you learn about how we handle personal information that we collect from within the European Economic Area (the “EEA”) that is transferred to countries outside the EEA. This Safe Harbor Privacy Policy supplements Listen360’s Privacy Policy (the “Privacy Policy”). Unless specifically defined in this policy, the terms in this Safe Harbor Privacy Policy have the same meaning as in Listen360’s Privacy Policy.

Listen360 has subscribed to and will adhere to the US-EU Safe Harbor program (“Safe Harbor Program”) by adopting and implementing the Safe Harbor Privacy Principles, which include a set of frequently asked questions (collectively, the “Safe Harbor Principles”). More information about the Safe Harbor Program can be found at

Personal Information Received From the EEA

Collected Information that we receive from clients and respondents located in the EEA may include personal information such as name, postal address, telephone number, email address, country of residence, employer, job title and department, log in credentials and password, and similar information (such information is collectively referred to in this policy as “Personal Information”). 

Use of Personal Information

Any Personal Information sent to us may be used by Listen360 and its service providers for the purposes indicated in Listen360’s Privacy Policy. If we intend to use your information for a purpose that is incompatible with these purposes or if we intend to disclose it to a type of third party not otherwise identified in the Privacy Policy or in this policy, we will notify you and offer you the opportunity to opt out of such uses and/or disclosures where it involves non-sensitive information or opt in where sensitive information is involved. 

Agents and Service Providers

We sometimes contract with other companies and individuals to perform functions or services on our behalf. They may have access to Personal Information needed to perform their functions but are restricted from using the Personal Information for purposes other than providing services for us or to us. Listen360 requires that its agents and service providers that have access to Personal Information received from the EEA either subscribe to the Safe Harbor Principles or are subject to the EU Privacy Directive or another adequacy finding or enter into a written agreement with us that requires them to provide at least the same level of privacy protection as is required by the relevant Safe Harbor Principles.

Data Security

We use reasonable physical, electronic, and administrative safeguards to protect your Personal Information from loss, misuse and unauthorized access, disclosure, alteration and destruction.

Data Integrity

We take reasonable steps to ensure that Personal Information we process is reliable for its intended use, accurate, complete, and current to the extent necessary for the purposes for which we use the Personal Information.

Access to Personal Data

You can ask to review and correct Personal Information that we maintain about you by sending a written request to

Safe Harbor Enforcement and Dispute Resolution

Listen360 uses a self-assessment approach to assure compliance with this policy and periodically verifies that the policy is accurate, comprehensive for the information intended to be covered, prominently displayed, completely implemented and accessible and in conformity with the Safe Harbor Principles.  If you have any questions or concerns, please write to us at the address listed below.  We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of personal information in accordance with the Safe Harbor Principles.   If a complaint or dispute cannot be resolved through our internal process, we agree to dispute resolution using JAMS as a third party resolution provider.

Contact Information

If you have any questions regarding this Safe Harbor Privacy Policy, please contact us by email at, or please write to the following address:

Listen360, Inc.
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009


Privacy Policy Changes

This policy may be changed from time to time, consistent with the requirements of the Safe Harbor Program.  You can determine when this Safe Harbor Privacy Policy was last revised by referring to the “LAST REVISED” legend at the top of this page.  Any changes to our Safe Harbor Privacy Policy will become effective upon our posting of the revised Safe Harbor Privacy Policy on this website.

Terms of Use

Welcome to the Listen360 website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Listen360’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Listen360’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is located in Alpharetta, Georgia, USA. The term ‘you’ refers to the user or viewer of our website. 

The use of this website is subject to the following terms of use:

1. The content of the pages of this website is for your general information and use only. It is subject to change without notice.

2. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

3. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.

4. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

5. All trademarks reproduced in this website that are not the property of, or licensed to, the operator are acknowledged on the website.

6. Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.

7. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of the United States.

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