Case study
Rating from 3.8 to 4.6 with a 78% repeat impact
Journey redesign, product quality work and digital reputation management moved the rating from 3.8 to 4.6, with a 78% repeat impact. The client is confidential under agreement.
Situation
The rating was capping demand on the platforms, and reviews were being answered without changing what caused them.
Diagnosis
- Complaints clustered around specific journey moments, not the brand as a whole
- Product quality varied between dayparts and channels
- Reputation was handled as replies rather than as a feedback loop
Intervention
- Customer journey redesigned around the moments that generated the complaints
- Product quality standards tightened where variance was measured
- Digital reputation managed so review themes reached operations
Result
Rating moved from 3.8 to 4.6, with a 78% repeat impact.
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