How mydentist hit 99% Google review responses and streamlined more than 530 listings

mydentist is the largest provider of dental care in the UK, serving approximately 4 million active patients. With a mission to offer affordable dental care, mydentist has been undergoing a major transformation, relocating practices to high-street and retail locations while embracing new technology at scale.

Before Birdeye, mydentist struggled to oversee more than 1,500 online listings, many of which were inaccurate or duplicated due to patient or competitor-created entries. This lack of oversight led to misinformation and operational inefficiencies, particularly during large-scale relocations. As a result, patients were often misdirected or encountered incorrect closure notices, causing confusion and frustration.

Additionally, while 25% of web traffic originated from Google Business Listings, mydentist’s investment in this channel did not match the attention given to paid advertising. The company also lacked a centralised view of reviews across platforms like Google, Trustpilot, NHS, and Indeed, making it difficult to respond promptly to feedback and safeguard the brand against malicious actors.

After an initial, unsuccessful engagement with a competitor platform, mydentist discovered Birdeye. Recognising an opportunity, the company agreed to a trial period onboarding 25 locations. Within 40 days, mydentist saw significant improvements, leading to a second onboarding wave of 25 more locations within 60 days.

Encouraged by these results, mydentist successfully migrated 530 locations in just a few days—an achievement that had been unattainable in 18 months with their previous vendor. Alongside listings management, mydentist also introduced Birdeye’s automated review responses.

One of mydentist’s greatest hurdles was managing thousands of listings across multiple platforms. Many entries were created by patients or competitors, resulting in incorrect phone numbers, duplicate pages, and conflicting practice details. These inconsistencies were especially troublesome during relocations.

After a lengthy but fruitless attempt with another vendor, mydentist piloted Birdeye’s listings solution with a small group of locations. Within weeks, Birdeye consolidated duplicates, corrected misinformation, and introduced clear workflows to keep every listing in sync. Encouraged by these results, mydentist quickly onboarded the rest of their practices.

With automated updates and real-time monitoring, they significantly reduced confusion and ensured patients could easily find the right location and accurate information. In the last three months, mydentist has seen a 10% uplift in year-on-year interactions on their Google Business listings, particularly with onward actions being selected. Despite rapid changes in the SEO market, their Google Business listings continue to deliver strong traction, driving more patients to their website.

When mydentist realised that a significant share of patient feedback was coming from several sites, they needed a single solution to monitor and respond effectively. By rolling out Birdeye’s review responder feature, mydentist established a centralised workflow for spotting both positive comments and potential issues.

Four dedicated team members were trained to use Birdeye’s tools, ensuring they could respond promptly, highlight critical feedback for follow-up, and maintain a consistent brand voice. Real-time alerts helped them tackle malicious or inaccurate reviews before they caused damage, while the user-friendly interface made it easy for staff to stay engaged.

The team quickly embraced the Birdeye app, using it on their phones to stay connected and monitor patient sentiment in real time. This instant access allowed them to keep a pulse on the organisation, proactively flagging issues or opportunities before they escalated.

Since implementation, mydentist has seen a notable lift in both review volume and sentiment. Reviews are up 50% year on year, well above their historical trend, and average ratings have climbed from 4.4 to 4.6 in just 6 months. While broader investment in the estate has contributed to the improvement, Birdeye has provided the visibility and centralised engagement needed to turn that momentum into lasting results.

By integrating Birdeye, mydentist gained a centralised, automated system for managing listings and reviews, ensuring patients always had access to the correct practice details. The platform provided real-time insights, allowing the team to address potential problems proactively and improve patient satisfaction.

Key benefits

• Significant increase in patient reviews, with a higher volume of positive feedback
• Enhanced control over online listings, reducing misinformation and improving visibility
• Improved SEO traction, driving more website visits through optimised Google Business Profiles

Since implementing Birdeye, mydentist has achieved:

• A 99% response rate to Google reviews in 2023 and 2024
• A 98% response rate across all sources
• A substantial improvement in engagement, with thousands of reviews addressed in a timely manner



By prioritising review responses and optimising listings, mydentist has bolstered their brand reputation, increased patient trust, and streamlined operations.

Through their partnership with Birdeye, mydentist transformed their online presence, eliminating misinformation and simplifying listing management. With accurate, real-time updates across all platforms, they improved the patient experience, enhanced operational efficiency, and reinforced trust in their brand.

If you are interested in starting your digital transfoarmation, call or email us today!