E-Commerce Review Score Recovery
An online retailer inherited a 1.8-star rating after an ownership change, damaging customer trust and sales.
Results at a Glance
An online retailer inherited a 1.8-star rating after an ownership change, damaging customer trust and sales.
Impact at a Glance
Average Star Rating
Glassdoor Rating
Hiring Capabilities
The Challenge
An established online retailer underwent a change in ownership and management — inheriting a previously stellar reputation. The new management's decline in service quality, product delivery, and customer service caused average review scores to plummet to 1.8 stars across Yelp, Google Reviews, Glassdoor, and Facebook.
The damage extended beyond customer acquisition: negative reviews were actively hampering hiring, as prospective employees researched the company before applying. The cumulative effect of multi-platform negative reviews was threatening the retailer's ability to operate effectively at all.
Our Solution
Reputation X deployed a multi-platform review management strategy that addressed root causes first, then managed existing negative sentiment, and systematically built positive reviews across all affected platforms. The strategy recognized that external tactics could only work once internal issues were resolved.
Facebook Review Management
Temporarily disabled Facebook reviews to halt the spread of negative sentiment while core operational issues were being resolved internally.
Knowledge Panel Remediation
Addressed negative quotes that were appearing prominently in Google's Knowledge Panel — the most visible element of the retailer's search presence.
Customer Feedback Loop
Implemented a system to identify dissatisfied customers early and route them to dedicated support — preventing negative reviews from being published while resolving their issues.
Positive Review Generation
Reached out to recent satisfied customers with a streamlined process to encourage honest positive reviews on Yelp and Google Reviews.
Glassdoor Employee Advocacy
Leveraged employee feedback by encouraging managers to request honest reviews from content employees, leading to a significant uplift in employer ratings.
The Results
Average star ratings across review platforms improved from 1.8 to 4.2 stars within six months — with notable, measurable improvements visible within the first 14 days of the campaign. The recovery had a dual impact: restoring customer confidence and directly improving the retailer's ability to attract quality candidates, as Glassdoor ratings climbed alongside consumer ratings.
First measurable improvements in review scores; Knowledge Panel negative quotes addressed.
Google and Yelp ratings trending positively; customer feedback loop intercepting dissatisfied customers.
Glassdoor ratings significantly improved; hiring pipeline recovering.
Full recovery to 4.2 stars across all platforms; campaign complete.
Key Takeaways
- Review management must address root causes — internal service issues — before any external tactics can work
- A multi-platform approach is essential; reviews on one platform directly influence perception and hiring across others
- A customer feedback loop that intercepts dissatisfied customers before they post is one of the highest-ROI reputation tactics available
- Employee advocacy on Glassdoor is frequently overlooked but delivers significant, measurable impact on overall brand perception and talent acquisition
Your reputation is too important to leave to chance.
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