Case Study: Chestnut boosts review response rates and listing views with Reputation.com

Chestnut boosts review response rates from 17% to 93% with Reputation.com

Chestnut, a hospitality group, faced a challenge in managing high volumes of inbound guest feedback from numerous sources. Their general managers struggled to respond effectively. To address this, Chestnut sought an easy-to-use platform from Reputation.com to consolidate feedback and empower its team, aiming to implement a scalable solution for managing the entire guest journey.

By implementing Reputation’s all-in-one Reputation Experience Management (RXM) platform, Chestnut consolidated its feedback and listings management. The results were significant: a review response rate increase from 17% to 93%, a 105% increase in guest feedback, and a 300% increase in business listing views. Crucially, Reputation.com enabled a company-wide cultural shift by making its proprietary Reputation Score a core KPI that is now used to determine staff bonuses.

Chestnut