Case Study: Car Rental Industry
The Challenge: In late 2012, an international car rental brand asked us to improve the online reputation of its locations and demonstrate the efficacy of our solution.
Methodology: We conducted a three-month trial from December 2012 to March 2013, comparing a group of pilot locations to a similar control group. Locations were spread across the United States, representing a broad selection of car rental markets.
Each pilot location was provided with our review management platform and an on-site review request kiosk. Control locations were monitored but did not receive access to the platform or kiosks. Reputation.com conducted a review generation email campaign on behalf of each of the pilot locations, contacting their customers following each rental and asking them to write a review of their experiences.
Results: The pilot group saw major improvements in review volume, review sentiment, and star average. The control group saw no significant change. As such, we were able to demonstrate the efficacy of our solution in improving the online reputation of auto rental businesses.
|Proportion of Negative Reviews
|Change in Average Star Rating
|Change in Monthly Review Volume
Review sites targeted for pilot:
- Yahoo! Local
- Yellow Pages
- Insider Pages
Reputation.com platform key features:
- Compiled reviews from all sites, updated in real time
- Alerts for new negative reviews
- Personalized email templates, based on best practices
- Analytics, metrics, and reporting
- On-site kiosks to collect customer feedback on site
Positive Impression on Consumers
Projected Increase in Revenues
Increased Local/Mobile Search Visibility