Customer reviews are by far the most powerful advertisement: 88% of customers read them, and 68% trust them as much as personal recommendations. This is why mistakenly-posted negative reviews could mean the downfall of HEB’s reputation -- it’s also why a focused review collection strategy could become HEB’s competitive edge. Before BirdEye, HEB had no strategy in place for collecting customers reviews,
and because of this had only received 7 reviews in 6 years. This low review volume was not only misleading since HEB had many happy customers; it also made the impact of even one erroneous negative review that much greater.
HEB Plumbing began searching for a solution that would help generate new reviews
without adding extra work to their staff’s busy schedule. This is what led them to BirdEye. With BirdEye, HEB was able to get proactive about gathering feedback from customers.