How Sk:n Clinics Achieved Higher Customer Ratings and Improved Its Online Reputation
star rating in 2022 up from 3.1 in 2020
increase in reviews by utilising Review Booster
increase in Reputation Score since 2021
response rate to reviews across 2021-2022
Losing out on revenue to its competitors due to poor Google review scores, Sk:n Clinics sought a unified customer feedback solution and focus its efforts on driving its Google profile.
By partnering with Reputation, Sk:n Clinics not only consolidated its customer feedback into a single platform but also achieved monumental growth rates in review volumes, listing views and star ratings.
How Sk:n Clinics Improved Its Ratings & Online Reputation
To enhance its Google profile and stand out online, Sk:n Clinics set out to:
- Replace siloed solutions with a unified solution to manage different feedback channels
- Implement high-level reporting functionality to provide detailed insights into the brand’s strengths and weaknesses
- Secure an all-in-one solution capable of growing alongside their business as it scales
- Establish a solution to drive Google review volumes and respond to customer feedback across the web
To achieve these aims, Sk:n invested in Reputation’s all-in-one Reputation Experience Management platform to enable the brand to respond to reviews, request reviews from customers and manage business its listings across its locations.
With Reputation, Sk:n Clinics has achieved a 98% review response rate across 2021-2022.
Reviews & Ratings
Since partnering with Reputation, Sk:n Clinics has:
- Increased review response rates significantly to achieve a 98% response rate
- Boosted its star ratings from 3.1 in 2020 to 4.4 in 2022
- Raised review volume by 163% by deploying Review Booster
Surveys & Listings
Through Reputation’s respective Surveys and Listings modules, Sk:n Clinics has achieved:
- 1,919 survey completions in 2021, compared to 18,000+ in 2022 to-date
- 95% increase in listings views to reach 11.5 million views (up from 5.9m from previous period)
Sk:n Clinics boasts a Reputation Score that is 96 points above the industry average.
Overhauling its customer experience programme, Sk:n Clinics adopted Reputation’s proprietary Reputation Score to monitor, understand and improve its overall brand health. Now, Sk:n Clinics’ Reputation Score sits at 576 which is 96 points above the industry average score and represents a 132-point increase since implementing Reputation.