Case Study: Vetter Senior Living improves service recovery and web traffic with NRC Health

Improving service recovery with Transparency and Reputation Monitoring

Vetter Senior Living, a regional senior care provider with 30 communities across Nebraska, Iowa, and Kansas, wanted a better way to manage its online reputation and respond to resident feedback more quickly. The organization had been relying on ad hoc monitoring of Google and other review sites, which made it difficult for staff to catch negative comments in time and also limited their ability to showcase the many positive reviews from residents and families. NRC Health’s Transparency and Reputation Monitoring solutions helped address this challenge.

NRC Health implemented a centralized system that published verified resident reviews on Vetter community websites through Transparency and continuously monitored 40+ third-party review sites with Reputation Monitoring. The result was faster service recovery, including one negative review being resolved and upgraded from one star to four, plus measurable digital gains: average organic search traffic increased 7.47% across the system and time on site rose 9.5%. NRC Health also helped Vetter streamline social media management and strengthen its online presence.

Vetter Senior Living

Karl Bieber

Public Relations and Communications Coordinator