Case Study: Scentre Group achieves 800% increase in review response rate with Reputation.com

Leading Australian Shopping Centre Group Revolutionises Their Customer Engagement with Reputation.com

Scentre Group, owner and operator of 39 Westfield shopping centres across Australia and New Zealand, wanted to move from a transactional landlord model to a customer-centric organisation and needed an omni-channel way to capture the Voice of the Customer. To address this, Scentre Group engaged Reputation.com and its turnkey online reputation management platform to consolidate reviews, surveys, social media, listings and operational insights.

Reputation.com deployed its platform (used daily by 500+ Scentre Group employees) with ticket management, a patented Reputation Score and advanced reporting. The results: review response rate rose from 10% to 90% (an 800% increase), 100% of tickets are responded to within 24 hours and 98% closed, positive reviews increased 4.5x, and overall Reputation Score improved by 20%, fundamentally changing how centres act on customer feedback.

Scentre Group

Michael Scarfe

Research Manager