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Building their Online Reputation
As part of Collective Dental, The Wellington Dental Practice was given the opportunity to trial Customer Radar. Always driven by innovation and continuous improvement, they decided to give it a try.
“The main driver for us in trialing Customer Radar was generating more Google reviews,” shares Tara Williams, Practice Manager at The Wellington Dental Practice. “We’d heard so much about the importance of having a good Google standing in helping patients find you.”
As The Wellington Dental Practice were already using EXACT dental software, Customer Radar was able to seamlessly integrate into their existing systems. Automated emails now go out about an hour after a patient has been in to see them – making it easy for the patient to give timely, relevant feedback.
“Implementation was very easy and hassle-free – I didn’t know a lot about the process before we chatted but Customer Radar made it easy.”
As soon as they began the trial, the positive feedback started flooding in.
“We started getting excellent feedback,” shares Tara. “We wanted to do it to increase our presence on Google. But the biggest payoff was the warm fuzzies – the nice feedback for the team.”
Each day, Tara shares a few key reviews from the day before and shares them with the team in huddle – but she also actively shares them with each staff member if they’re mentioned by name.
“One of the things the staff liked the most was when they would get mentioned by name. It turned into a competition to see if they could get their name on the response word cloud by providing an exceptional experience. They started wearing their name tags more for that reason!”
Working with Customer Radar and Henry Schein One, who operate the EXACT dental software, Tara can change the frequency of feedback requests to control which patients are asked for feedback and when. This makes it a completely seamless part of the whole customer engagement.
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The Wellington Dental Practice’s tagline is ‘Caring for you’ – and they’ve well and truly proven that with their customer feedback. Within just four months, they had collected 593 pieces of feedback and had a Net Promoter Score (NPS) of 93.26 – an exceptionally high score.
This compares to very low averages across the dental industry globally – somewhere between 1 and 60, depending on which study you look at. Even for customer-centric businesses, we usually see an average NPS score of around 65-70 – making The Wellington Dental Practice’s score even more impressive.
Beyond the amazing customer feedback, what made using Customer Radar valuable for the business was in achieving their initial goal of generating more Google reviews. In the space of just four months, they more than tripled their number of Google reviews and increased their (already high) rating to an incredible 4.9 stars out of 5. Given that 91% of people look at reviews before coming to a business and that Google reviews make customers 38% more likely to visit your location, that has a big impact financially.
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