Case Study: Bensons for Beds achieves 297% more reviews, a 30-point NPS lift and a 109% higher Reputation Score with Reputation.com

How Bensons For Beds Optimised Its Digital Customer Journey

Bensons for Beds, Great Britain’s largest beds and bedroom furniture retailer with 170 locations, needed a way to manage customer feedback, boost review volume and ratings, and better capture third‑party feedback from Google, Facebook and Trustpilot. To solve this, Bensons for Beds partnered with Reputation to design and deploy a customer‑focused survey programme linked to Reputation’s Review Booster and Business Listings capabilities to drive visibility and actionable feedback across every customer touchpoint.

Reputation implemented linked surveys, Review Booster technology and stakeholder reporting to surface consistent, non‑emotional customer insights and improve operations. The results: 93% of inbound feedback is positive, a 297% increase in annual review requests, over 26 million Business Listings views across two years, a 30‑point NPS increase, and a Reputation Score 109% above the retail industry average.

Bensons for Beds

Gavin Chappell

Chief Operating Officer