Automated reviews prove ‘nothing short of transformative’

Automated reviews prove ‘nothing short of transformative’

Working Feedback explains how Bridge Dental Care improved its online profile and secured its financial future by quadrupling its Google reviews.

Bridge Dental Care is a private and NHS dental practice with three locations across Wales. By implementing Working Feedback, the practice regained market share from competitors and boost brand confidence through consistent patient reviews. It achieved this moving from simple QR codes in reception to a fully-automated feedback system.

Bridge Dental Care…

  • Went from 49 to 233 Google reviews in the space of just 12 months
  • Effortlessly raised their Google review rating from 4.3 to 4.8 stars
  • Generated £52,000 in cross-sell opportunities with an automated system
  • Collected a further 530 new reviews through Working Feedback.

The story

Bridge Dental Care has a similar story to many Working Feedback clients. The dental practice was struggling for regular patient reviews, needing a better way to collect feedback and grow their practice. 

The area manager became aware of Working Feedback as an automated review collection tool. However they had hesitations and asked all the typical questions of a new software solution. Should they use it? Would it be worth it? Could they get value from it? 

In the end, the decision was made to use the system and the results have been nothing short of transformative. The practice achieved more reviews, higher ratings and a significant upturn in patient numbers.

The struggle

After only collecting reviews in practice for many years, Bridge Dental Care noticed that competitors were winning significantly more business thanks to online Google reviews. 

With the practice’s original system, patients would promise to leave a review ‘when they got home’ – but rarely did. If they did use reception’s QR code to provide feedback, Google would block them because they were technically from the same IP address. What a waste! 

It meant the practice’s online profile was weaker than it should be, resulting in expensive, low-converting ad campaigns. No reviews, no online profile, no new business. Something had to give.

The strategy

The first aim was to take review collection online. Rather than a QR code in reception, the platform would be connected to the practice’s dental software Exact to deliver an instant review request for every patient. The solution is smart enough to detect a Google account, such as a Gmail address, so a Google review can be collected seamlessly.

When you make it easy for people to leave a review, 90% of them will. This low barrier to entry for providing feedback meant hundreds more patients could share their positive experience. All reviews are added automatically to Bridge Dental Care’s online profile and website – front-and-centre for potential patients to see.

The solution

In just 12 months, Bridge Dental Care has quadrupled its Google reviews and massively improved its star rating. This new-found strength in its online profile allows ad campaigns to perform at a much higher level. This meant they could regain some of that market share from competitors through a whole host of new patients. 

As an added bonus, the practice has generated £52,000 of cross-sell opportunities by using Working Feedback to gather interest from patients on supplementary treatments and services. 

In a time where reviews are the lifeblood of any dental practice, Bridge Dental Care has modernised and optimised its approach.

Bridge Dental Care saw these results with Working Feedback and you can too!

  • Increased the number of Google Reviews from 49 to 233 (now an average of 16 per month!) and raised its rating from 4.3 to 4.8 stars in the process
  • Improved its digital marketing and made better use of PPC ad spend with campaigns supported by a rock-solid online feedback profile
  • Modernised the look and feel of its website with feedback widgets and social proof readily displayed on the home page for each practice.

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