Case Study: a major national retailer boosts survey response rates, reviews, and search rankings with Reputation.com

National Retailer Uses Surveys to Boost Response Rates, Positive Reviews and Search Rankings

A major national retailer with 1,200 locations struggled with a disjointed process for gathering and acting on customer feedback, resulting in low survey response rates and a lack of actionable insights. Their inability to integrate survey data with their CRM and customize outreach at the local level hindered their ability to measure customer sentiment and improve service. They turned to Reputation.com for a comprehensive survey solution.

Reputation.com implemented its integrated platform, providing a customizable survey builder, seamless CRM integration, and a dedicated response team. This solution dramatically increased completed surveys from 11,600 to 45,300 and boosted positive reviews by 67%, raising the average star rating from 3.2 to 3.8. Crucially, Reputation.com's solution helped 79% of the retailer's locations rank in the top three Google search results, significantly outperforming their main competitor.