Case Study: Roadchef achieves doubled review volume and faster ticket resolution with Reputation.com

Roadchef Overhauling Customer Service at a Local Level

Roadchef, one of the UK’s leading motorway service area operators with 30 locations and over 50 million annual visitors, struggled to capture real-time customer feedback directed at their sites rather than franchise partners and to centralize organic reviews from sources like Google. To solve this, Roadchef began using the Reputation.com platform in May 2018 to run customer-facing surveys and aggregate all feedback for monitoring and action.

Reputation.com implemented a single-dashboard solution—particularly Surveys, Review Monitoring, and the Actions ticket-management workflow—used by Roadchef’s Site and Area Directors to log, track and resolve issues. In under six months Roadchef saw measurable gains: 89.8% of tickets closed on time, average ticket resolution of 9 hours, Reputation Score up 47% (380 to 560), reviews rising from 18,200 to 37,400, page views +302%, clicks-to-phone +83% and website clicks +82%.

Roadchef

Chris Smith

Head of Marketing