Case Studies | Analytics

Pep Boys Online Review Management Success Story

Challenge

To improve Pep Boys’ overall online brand reputation and resolve customer service issues before they escalated.

Solution

With the use of sophisticated tools, we were able to aggregate all of the negative reviews in one spot and determine which reviews needed response, respond quickly to negative reviews/posts and show that Pep Boys cares about their customers and were taking the proper steps to resolve their issues.

By acting quickly, our Reputation Management team was able to flip this customer’s negative experience into a positive one by taking her online complaint offline and connecting her with the Pep Boys Customer Service team.

Results

The first quarter of the campaign to improve brand perception on popular review websites and social media sites, we improved the average review rating across the Top 5 DMA s from 2.88 to 3.34 resulting in a 16% improvement in avg. review rating for Top DMAs.

We saved the client time and avoided negative brand attention by diffusing negative posts and reviews.

  • Of the 231 negative posts on Facebook in Q2 2012, we were able to diffuse 93.7% of them
  • Of the 621 reviews on Google+ with a 0, 1 or 2 rating, we diffused 97.3%
  • We responded to 585 negative tweets on Twitter and escalated 50 to in-house customer service

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