Case Study: Kona Cleaners achieves 85x more review requests and improved customer satisfaction with Birdeye

Increase in customer satisfaction with CX templates

Kona Cleaners, a family-owned, 16-location dry-cleaning business in Orange County, turned to Birdeye (using Birdeye Reviews and Surveys, including the Customer Experience template) after realizing most new customers came from online reviews. Their challenge was that review requests and responses were manual, time-consuming, and they lacked a reliable way to measure overall customer sentiment and employee performance.

Birdeye implemented automated feedback-requesting tied to Kona Cleaners’ CRM, used automatic positive-review templates, and deployed the Customer Experience (NPS) template linked to review requests. As a result, Birdeye helped Kona Cleaners send 85x more review requests versus the prior quarter, receive over 3x more reviews quarter-over-quarter, raise average ratings (from 4.4 to 4.6), and achieve an NPS of 85 — while freeing employees’ time and enabling per-employee performance tracking.

Kona Cleaners

Dave Troemel

General Manager