Case Study: O'Brien Auto Group achieves increased reviews, higher ratings, and revenue with Birdeye

How enhanced customer insights drove higher ratings and revenue for O'Brien Auto Group

O'Brien Auto Group, a 14-location dealership group serving the Pacific Northwest since 1986, struggled to consistently capture customer feedback and gain actionable insights across sales and service interactions. To improve online reputation and customer retention they turned to Birdeye, using Birdeye Reviews and Insights to move beyond sporadic review collection and uncover what was — and wasn’t — working at each location.

Birdeye implemented a custom integration with O'Brien Auto Group’s DealerSocket CRM to automatically send review requests, aggregate reviews from Google, Facebook and Cars.com into one dashboard, and alert staff in real time so they could respond and close the feedback loop. As a result O'Brien saw 4x more reviews on Google and Cars.com, 2.9x more on Facebook, a threefold increase in third‑party reviews overall, and a 0.11‑star lift in average ratings; Birdeye-built review microsites also drove thousands of prospect visits (e.g., Toyota of Kirkland received 57K+ visits), improving visibility, responses, and customer retention.

O’Brien Auto Group

Mark Burshears

Digital Marketing Director