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Google Rating Improvement with hypt: Helvetia Bern increases its Google rating from 2.7 to 4.3
Initial Situation
In the insurance industry in particular, online reputation presents a challenge: dissatisfied customers often express their frustration publicly, which, due to negative bias, creates a distorted and unrepresentative picture of the company. Against this backdrop, Helvetia Bern set out to deliberately improve its online reputation. The central question was how to represent an authentic and up-to-date picture of customer sentiment online. The focus was on actively motivating satisfied customers to leave a Google review, while continuously increasing customer satisfaction through systematic feedback collection to create a solid foundation for positive reviews.
Goal
Activate satisfied customers
Enhance online reputation through Google reviews
More and real-time customer feedback
Improve customer satisfaction measurement
Generate personal recommendations
Acquire new customers
Use of recommendation and feedback solution hypt
After each consultation, Helvetia Bern customers receive an individual QR code from their advisor. This leads to a short, interactive chat with ‘Clara,’ the friendly Helvetia avatar. Clara playfully and user-friendly collects anonymous feedback from customers.
The incoming feedback is sent directly to the advisors, allowing them for the first time to measure their performance immediately. Satisfied customers are encouraged in the chat to share their positive experience via messenger services like WhatsApp and leave a Google review. The recommendation message includes a special link, allowing recipients to directly book an appointment with the respective advisor.
Dissatisfied customers can also express their complaints directly. This feedback is forwarded to the responsible advisors, enabling targeted identification of improvement opportunities. In this way, word-of-mouth marketing is actively activated, while simultaneously creating opportunities to directly enhance the customer experience.
Results
Google rating increased from 2.7 to 4.3
The average Google rating of the Bern general agency increased by 1.6 stars
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Motivation boost
Advisors received daily motivating feedback through the direct forwarding of customer responses.
Qualitative leads
The successful recommendations, which included a direct appointment link to the respective advisors, generated numerous new bookings.
Feedback and recommendations are collected anonymously in the hypt dashboard, the ‘Hyperspace.’ This tool enables management to identify opportunities for improvement to increase customer satisfaction and implement targeted measures.
At the same time, feedback is sent directly to the inbox of the respective advisors, providing measurable and personal insights into their customer interactions.
Immediate follow-up after negative experiences has proven particularly effective: the majority of dissatisfied customers were subsequently satisfied or even delighted.
Furthermore, recommendations from satisfied customers generated a significant number of new leads for Helvetia Bern.
Success Story
By implementing hypt, Helvetia Bern was able not only to significantly improve its online reputation and generate high-quality leads, but also to sustainably enhance employee motivation and quality assurance.
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