Case Study: Roadchef achieves 106% annual review growth and boosts customer acquisition & loyalty with Reputation.com

How Roadchef Drives Customer Acquisition & Loyalty

Roadchef, a UK motorway service operator, faced a fragmented online presence and needed to unify customer feedback channels, improve Google listing conversions, and scale review requesting across its sites. To solve this, Roadchef partnered with Reputation and implemented Reputation Experience Management (RXM), deploying Reputation’s Reviews, Listings (Business Listings) and Actions modules.

Reputation’s Reviews module drove a 106% annual increase in review volume (about 16,433 more reviews per year), while Business Listings produced a 646% increase in Clicks‑to‑Directions (with +25% between 2021–2022 and +75% since 2020). Using Reputation’s Actions module, Roadchef now closes 89.8% of tickets on time with an average 9‑hour resolution—boosting visibility, conversions and customer service through Reputation.

Roadchef

Amanda Mason

Head of Marketing