Case Study: Duncan and Todd Group achieves 79% increase in review volume and stronger online presence with Reputation.com

How Duncan and Todd Elevated Customer Service and Maximised ROI

Duncan and Todd Group, a British optician and hearing care brand, faced fragmented feedback across Google, Trustpilot, Glassdoor and other channels and needed a scalable way to centralise reviews, improve listings, and drive more patients to branches. In 2023 they partnered with Reputation and implemented Reputation’s Listings / Business Listings modules as part of a broader online reputation and feedback-management strategy.

Reputation consolidated Duncan and Todd Group’s feedback streams, improved review response workflows and optimised online listings, delivering measurable gains: a 79% increase in review volume, 4.7/5 group rating (up from 4.5), 93% review response rate (up from 80%), 94% positive feedback, +800% views of Google listings, +1300% clicks‑to‑website and a 193‑point rise in Reputation Score to 588—demonstrating clear ROI and stronger patient engagement.

Duncan and Todd Group

Cheryl Smith

Group Marketing Manager