Case Study: Young’s pub group achieves higher ratings, 99% review response and +124 Reputation Score with Reputation.com

How Young’s Leveraged Customer Feedback for Business Growth

Young's & Co. faced mounting pressure to manage and respond to high volumes of customer feedback, better understand sentiment, keep listings accurate, and improve conversion across pub and bedroom profiles. To address this, Young's partnered with Reputation, initially trialing Listings and Reviews for bedroom profiles in 2020 and then adopting the Reputation platform across the estate as a core part of their customer strategy.

Reputation rolled out its platform to all 268 UK profiles, helping Young's raise its Reputation Score to 803 (up 124 points since 2021), increase the group star rating from 4.3 to 4.5, and boost review response rate to 99% (from 83%). Using Reputation insights, Young's launched the “Sunday Best” campaign which lifted Roasts ratings by 0.4 to 4.5, grew roast review volume 38%, and increased positive roast reviews from 77% to 88%; 145 profiles now have scores over 800 and 15 exceed 900.

Young’s