THE CHALLENGE
Cabinets To Go aimed to boost the volume of online feedback from customers across their various locations using IntelliShop’s Online Reputation Management solution. Their goals included increasing the total number of reviews and fostering more positive sentiments within those reviews.
CLIENT OBJECTIVES
With Online Reputation Management, the client sought to:
- Increase the volume of online customer feedback across locations.
- Increase the number of positive reviews.
- Obtain detailed reporting to be distributed to regional managers.
OUR APPROACH
IntelliShop recommended:
- Online Review Management – Implement our ORM solution to increase the number of reviews, address negative reviews as an opportunity to improve, and foster positive sentiment.
- Reporting and Analysis – Provide a monthly analysis of their online presence with detailed reports of each region, distributed to regional managers to help them identify key areas where improvement is needed.
THE SOLUTION
After thoroughly assessing Cabinets To Go’s needs, we implemented an Online Review Management program to increase the number of reviews. Additionally, we provided a monthly analysis of their overall online presence, along with detailed reports for each region.
These reports were distributed to regional managers, enabling Cabinets To Go management to understand the performance of individual locations and identify areas for improvement.
THE RESULT WITH ONLINE REPUTATION MANAGEMENT
The total reviews increased by 428%, from 66 online reviews to 349 reviews—and counting.
The average star rating (scale of 1–5) increased 67%, from 2.79 to 4.65.
Positive sentiment increased by 51%, from 45% to 91%.
KEY METRICS
- 428% increase in number of reviews
- 4.65 average star rating improved by 67%
- 91% positive sentiment rose from 45%