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The Client

Kwik Fit are one of the UK’s leading car servicing and repair companies with over 600 centres across the United Kingdom and an average of 6,100 reviews coming in online every month.

The Brief

With their internal customer care team already extremely busy monitoring each individual centre, Kwik Fit were missing out on an opportunity to measure their brand sentiment, and more importantly, to be there for their customers across their review platforms. 3sixfive were asked to manage their incoming reviews and monitor the overall sentiment as well as themes of complaints across a monthly period.

The Strategy

With an already implemented full Community Management and Social Listening service, the next step was to put in place a Review Management strategy. Becoming an extension of Kwik Fit’s own customer service department, the Review Management team immediately began responding to every review received across a number of platforms including Facebook, Trustpilot and Google My Business. Offering unique, on-brand responses to everything from service complaints or compliments, we ensure that each and every Kwik Fit customer is listened to - even on weekends, when Kwik Fit’s internal customer service team are out of the office.

The Strategy

With an already implemented full Community Management and Social Listening service, the next step was to put in place a Review Management strategy. Becoming an extension of Kwik Fit’s own customer service department, the Review Management team immediately began responding to every review received across a number of platforms including Facebook, Trustpilot and Google My Business. Offering unique, on-brand responses to everything from service complaints or compliments, we ensure that each and every Kwik Fit customer is listened to - even on weekends, when Kwik Fit’s internal customer service team are out of the office.

Offering unique and human responses to each and every review, we’ve worked with our client to devise an agreed service. In this case, we thank customers who have left positive feedback and engage with those who have left negative comments to offer a resolution. By taking the time to listen, acknowledge and respond to fan feedback, brand reputation is strengthened - particularly when the review is negative.

The Results

So far, we’ve seen a huge success in the campaign; we’ve strengthened their brand reputation by demonstrating a concern for customer feedback - ultimately increasing their reputation score by 23%. Consumers value businesses that prove they care about the experiences of their customers, and we provide personal, human responses to an average of 126 reviews per day across approximately 580 sites.

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Review responses per day across 580 sites
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Reputation score increase (%)

Review Management for Your Business

Struggling to manage your own reviews and online reputation? Our bespoke packages can be tailored to suit your individual requirements. We’re happy to discuss your specific needs - get in touch!


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