The Client
Originally founded in 1971, Kwik Fit is one of the UK’s top fast-fit specialists for vehicle tyres, exhausts, batteries and brakes. The brand’s 600+ nationwide centres also offer MOT testing, car servicing and general repairs, with appointments available 7 days a week so customers can get back on the road quickly and confidently.
The Strategy
We were already carrying out Community Management and Social Listening services for Kwik Fit, so the next step was to put a Review Management strategy in place. Our Review Management team began responding to every review received across a number of platforms including Facebook, Trustpilot and Google.
Using Kwik Fit’s tone of voice to guarantee consistency with the rest of their communications, we provide unique, personalised responses to all types of reviews, from customer service issues to staff compliments. We ensure that each and every reviewer is acknowledged and receives a tailored reply - even on weekends, when Kwik Fit’s internal customer service team is out of the office, due to our always-on approach.
We thank customers who have left positive reviews to show that their kind words are greatly appreciated, and we make sure to pass on their feedback to Kwik Fit’s team to amplify their success stories. We also engage with those who have left negative comments, offering direct resolutions or collecting further details where necessary. We repair damaged customer relationships and prevent PR crises from arising, ultimately strengthening the brand’s reputation.
The Results
Our ongoing Review Management service for Kwik Fit has been highly effective, achieving a reputation score increase of 23%. We respond to an average of 85 reviews per day across approximately 580 sites, on 3 different review platforms. We send monthly reports to the brand to outline any commonly mentioned topics, explain any changes in their average sentiment and help them identify their best and worst performing locations.