Case Study: Waterstone Mortgage achieves 338% increase in reviews and improved customer experience with Birdeye

How Waterstone Mortgage uses Birdeye to make customer experience a competitive advantage

Waterstone Mortgage, a residential mortgage lender operating in 21 states with about 650 employees, faced challenges collecting timely feedback and managing the online reputations of its hundreds of loan originators—paper surveys were ineffective and referrals were being lost. To solve this, Waterstone partnered with Birdeye and deployed Birdeye Reviews, Surveys, Benchmarking and Insights to centralize reputation management and customer experience tracking.

Birdeye integrated with Encompass to automate post‑closing review and survey requests, create SEO‑enhanced LO profiles, post reviews to social channels, and provide reporting and managed‑services responses. As a result, Birdeye helped Waterstone boost reviews by as much as 380%, achieve an average 39% survey response rate, improve online ratings and search ranking, and generate more referral business while enabling faster issue resolution.

Waterstone Mortgage

Lisa Buller

Digital Marketing Specialist