Home services · United Kingdom
UK home services group: review volume tripled across 12 locations
A regional home services group had excellent customer satisfaction but inconsistent ratings and unanswered reviews across twelve local profiles.
184 → 562
New reviews / quarter
3.9 → 4.6
Average rating
12 days → 18 hours
Review response time
+71%
Calls from local profiles
Challenge
Where they started
Review requests depended on individual branch managers, customer details were fragmented and negative feedback often remained unanswered for weeks.
Approach
What we actually did
- 1Standardised profile ownership, categories, contact details and response responsibilities.
- 2Triggered review requests after completed jobs through email and SMS, with clear consent controls.
- 3Built an escalation process that routed poor experiences to customer care before public follow-up.
- 4Published branch-level reporting for review velocity, response time and recurring service issues.
“Reviews became a customer-care system, not just a marketing score.”
Services used
More work
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