Google Reviews Case Study

How can a car wash strengthen its online reputation?

In 2020, Google had over 5.4 billion searches every day. That means that every second, there were almost 227 million searches taking place on the search engine. With millions of searches per second, users are gathering a ton of information. And, one thing they are seeking is business information and reviews.

A company’s online reputation is one of it’s strongest marketing tools. The quality and quantity of reviews on Google is imperative for local SEO. When a user scans the search results for a local product or service, the business listings that include customer reviews present greater credibility and, naturally, receive more clicks. It’s clear that Google reviews are tied directly to traffic (both online and in person), so what’s the best way to increase the number of reviews and quality of reviews?

At Waves Car Wash, we implemented a marketing strategy to do just that. It was important to not ask for a positive review as we needed to ensure the brand received real, authentic feedback. Utilizing email and social, we asked customers to provide their feedback directly on the Waves Google Business profile. In return, we would send them a free wash to thank them for their feedback and time. Of course, there was some risk that customers would write negative reviews, but we knew it would be better to receive that feedback, respond to it and learn from it, rather than avoid it.

We ensured that the campaign communicated the key message clearly:

“Your Feedback Matters.”

Clickable link to write the review on the Wave’s Google Business Profile.

Incentivize customers to participate by offering a free wash once their review was posted.

Results:

56 new reviews in 10 business days

Star rating increased from 4.2 to 4.3

84% of commenters provided written feedback (compared just leaving a star rating)

All 56 reviews were responded to increasing brand sentiment and SEO