How Chestnut Transformed Its Business Culture With Reputation
increase in social media ‘reach’ since 2021
more guest feedback in 2024 than in 2020
increase in listings views since implementing Reputation
review response rate in 2025 compared to 17% originally in 2020
Overview
With their general managers battling to respond to high volumes of inbound feedback from numerous sources, Chestnut sought an easy-to-use platform to empower general managers to react to feedback.
Through Reputation, Chestnut has been able to generate more feedback while also significantly improving response rates across the organisation.
Moreover, Chestnut has succeeded in implementing Reputation to bring about a company-wide cultural change that is guest-centric and uses feedback to fuel the brand’s growth.
How Chestnut Instigated An Internal Cultural Change
To empower its general managers to react to large volumes of inbound guest feedback, Chestnut set out to:
- Consolidate feedback from various sources into a single, easy-to-use platform
- Establish a company-wide focus on guest feedback
- Support the guest journey by actively managing the group’s business listings portfolio
- Implement a scalable, comprehensive feedback management platform to enable the group to manage the entire guest journey, from awareness to advocacy
To achieve these aims, Chestnut invested in Reputation’s all-in-one Reputation Experience Management (RXM) platform to enable the brand to manage all feedback across its locations and provide high-level reporting to inform business and leadership decisions.
With Reputation, Chestnut has achieved a 93% response rate to inbound feedback in 2025, up from 17% originally in 2020. The group have seen their response rate increase every year since.
Inbound Feedback
Since partnering with Reputation, Chestnut has:
- Increased review response rates significantly to achieve a 93% response rate
- Generated 105% more feedback in 2024 when compared to 2020
Listings
Through Reputation’s Listings module, Chestnut has:
- Achieved a 300% increase in business listing views
- Achieved a 42% increase in ‘clicks to directions’ in 2024
Social Media
Through Reputation’s Social Suite, Chestnut has:
- Increased Facebook reach to 6.2m in 2024, up from 3.7m in 2021
- On Instagram, it’s risen to 2.1m in 2024, from 265k in 2021
Chestnut’s Reputation Score is now 644, up from 621 originally, a steady and positive increase.
Reputation Score
Chestnut adopted Reputation’s proprietary Reputation Score to monitor, understand and improve its overall brand health. Now, the brand’s Reputation Score sits at 644, which represents a steady and positive improvement for the group.
Crucially, Chestnut uses Reputation Score as a core KPI which underpins company culture and informs staff incentives:
We’ve changed our culture to include a focus on non-financial KPIs. Reputation Score has become one of our core KPIs, to the point that we’re now paying staff bonuses based on the Reputation Score of our properties. Every week we review the Scores with our properties, and it’s developed a friendly and competitive rivalry between them.”
Tori Dexter
Head of marketing
Chestnut