Case Study: Ashley HomeStore achieves a 14% increase in average review rating with ReviewTrackers

How Ashley Furniture Increased its Average Review Rating by 14 Percent

Ashley HomeStore, a national furniture retailer managing dozens of locations (45 listed), faced falling online ratings and recurring delivery-related complaints that hurt guest confidence and shopping intent. The team needed a way to monitor reviews across multiple sources, respond consistently, and use feedback to improve in-store and delivery operations.

By adopting ReviewTrackers, Ashley centralized reviews from 10 sources, ran weekly location-specific reports, and committed to responding to every review within 48 hours. Insights drove a revamp of the delivery process and a consistent feedback-closure workflow; the result was a 14% increase in average review rating, a 4.17-star reputation score, better guest acquisition and retention, and easier management of nearly 40 locations through one dashboard.

Ashley HomeStore