Case Study: Mackin’s Auto Body achieves 3,468 reviews and a 4.8-star rating across 9 locations with Birdeye

How one VP oversaw and understood customer experience across 9 locations

Mackin’s Auto Body, a Portland-based auto collision repair group with nine locations, needed a way to generate more customer reviews and monitor experience across all shops. After trying other providers that couldn’t integrate with their CCC ONE CRM, Mackin’s became a Birdeye customer in April 2018 and began using Birdeye Reviews to centralize review solicitation and feedback.

Birdeye partnered with CCC ONE to automate review requests, consolidate review management, send surveys (including NPS) via email/SMS, and notify the team of negative feedback across 150+ sites so staff could respond from one dashboard. The results: a combined 3,468 reviews (Carwise 1,953; Google 1,515) with a 4.8 overall rating, and an NPS increase from 94% to 97% over nine months — tangible evidence Birdeye improved review volume, visibility, and customer experience.

Mackin's Auto Body

Suzanne Mackin

Vice President