Case Study: Intermountain Health achieves 156% review growth and a rise to 4.5-star ratings with Reputation.com

Reputation for Health The Power of Review Requesting

Intermountain Health, a leading integrated health system spanning 8 states with 33 hospitals and 385 clinics, faced a growing online-reputation problem: low review volume, unmanaged Google reviews, and depressed star ratings that didn’t reflect patient experience. To address concerns from physicians and marketing leadership, Intermountain partnered with Reputation for business listings management and a review solicitation and management program (including SMS review requests and EMR-driven bulk uploads via Reputation’s platform/API).

Reputation implemented an expedited review-solicitation program and review-management workflow, enabling rapid outreach and scaled review responses. The results were immediate and measurable: aggregate ratings jumped from 3.7 to 4.5 in about a month; review volume grew 156% year-over-year and 510% over a six-month comparison (month one saw ratings rise from ~400–500 to ~4,500); positive review share rose from 78% to 88% (≈10–12k 5-star ratings), and Intermountain physicians began appearing in Google’s local 3‑Pack. Reputation’s platform also allowed the internal team to efficiently handle escalations while Reputation managed responses at scale.

Intermountain Health

Carey Van Wagoner

Digital Marketing Director