How Country Court Scaled Local Visibility and Modernised Its Online Reputation With Birdeye

Country Court is a family-owned group operating 47 care and nursing homes across the UK. As care-search behaviour shifted rapidly online, accelerated by the pandemic, the organisation needed a scalable way to present a consistent, trustworthy presence across the platforms families use when researching care providers.

Rapid expansion brought new challenges: multiple new homes, an acquisition, and dozens of listings to maintain. Without a unified platform, data was fragmented, reviews were inconsistent, and teams lacked visibility into which homes needed support.

To consolidate reputation management and strengthen digital discovery, Country Court partnered with Birdeye.

Country Court faced a pivotal shift as the care-search journey moved online much faster than the organisation could adapt. Post-COVID, families increasingly began with mobile “near me” searches, scrutinising platforms like Google, Facebook, Apple Maps and niche care sites to compare providers. Although Country Court delivered excellent care offline, its digital presence wasn’t keeping pace. Listings were inconsistent across platforms, some homes had outdated or missing information, and several review profiles didn’t reflect the true standard of care. The team lacked a single, reliable view of performance across all 47 locations, making it difficult to understand why certain homes struggled with enquiry volume despite strong operational performance.

The marketing team was also limited by manual processes. Each listing platform had to be updated individually, which became impossible to manage at scale, especially during a period of rapid growth that saw the organisation expand by 25–30%. Reviews posed another major challenge. Many homes had too few recent reviews, some had none at all, and responses were often missed simply because there was no visibility. The sensitive nature of the care sector added further complexity: review requests had to be timed carefully, not automated indiscriminately. Without better data or a unified system, both marketing and senior leadership struggled to diagnose issues, prioritise investment and measure the real impact of digital activity.

The decision to invest in Birdeye was driven by a clear need for accurate, real-time visibility across all digital touchpoints. As the organisation grew, leadership increasingly required granular data to understand performance at a home-by-home level. Country Court needed a platform that could reveal why some homes - despite excellent reputations on the ground - weren’t generating the enquiries expected. A centralised solution became essential for balancing paid and organic marketing more strategically, reducing wasted spend and focusing support where it was needed most.

Consistency was also a major priority. With dozens of listings scattered across Google, Apple, Bing and sector-specific sites, the team needed a way to ensure every home appeared accurately and uniformly at every stage of the care seeker’s journey. Reviews were an equally important driver. Being able to see, request and respond to reviews across all platforms in one place offered a way to modernise the organisation’s approach to reputation management. Finally, Birdeye’s reputation score provided a single, simple KPI the senior leadership team could use to benchmark performance, track progress and align the organisation around clear digital objectives - something that hadn’t been possible before.

Country Court implemented Birdeye’s Review Management and Listings Management to manage listings and reviews across all locations. The rollout, from decision to live dashboards, took around eight weeks and resulted in:

Unified Listings Management

Birdeye cleaned, synchronised and pushed accurate data to:

• Google
• Apple
• Bing
• and several additional directories that were previously hard to access

This delivered immediate improvements in profile impressions and search visibility.

Centralised Review Management

Birdeye became the single dashboard for:

• Google reviews
• Facebook reviews
• Birdeye reviews
• (Future plan: integrate care sector review platforms)

Teams gained:

• instant alerts for all new reviews
• consistent response workflows
• AI-generated suggestions for high-quality replies
• one view of review trends across every home

A Scalable Review Generation Strategy

For the first time, Country Court implemented structured KPIs for requesting reviews. This included:

• processes to ensure timing was appropriate, considering sensitivities around end-of-life care
• prioritising homes with the fewest or oldest reviews
• bringing all locations up to benchmark levels over time

A Reputation Score The Whole Organisation Could Align Around

Senior leaders needed a simple, reliable KPI. Birdeye’s reputation score provided exactly that - a single number combining listings, reviews, sentiment and recency.

This score is now:

• tracked monthly
• used in senior leadership reporting
• shared with local managers
• a leading indicator of future enquiry volume

1. Immediate improvements in visibility

Once listings were synced, several homes saw an instant uplift in profile impressions on major platforms. Consistency across Apple, Bing and other long-neglected directories provided new visibility.

2. Higher review volumes and better recency

Homes that previously received no reviews for months now receive consistent feedback due to a structured process and KPIs.

3. Significant increase in response rates

With Birdeye’s alerts and AI tools:

• the team now responds consistently
• review responses no longer slip through the cracks
• sentiment issues are instantly flagged and routed to operations before they escalate

4. More informed marketing decisions

The marketing team now uses Birdeye metrics to:

• optimise paid vs organic spend
• identify homes with low digital reputation but strong offline performance
• pinpoint locations needing marketing support
• correlate reputation improvements with enquiry generation

5. Better benchmarking across the portfolio

For the first time, the organisation can compare:

• homes opened 12 months ago
• homes 3 years old
• long-established homes
• using the same consistent reputation metrics

6. Stronger alignment with CQC expectations

Because many CQC ratings are outdated by years, up-to-date consumer reviews give families a more accurate picture and provide live evidence to share with inspectors.

With listings and reviews now centralised, Country Court is expanding its use of Birdeye to support:

• improved SEO
• more agile campaign planning
• real-time tracking of new home launches
• deeper sentiment analysis across locations
• long-term consolidation of industry review platforms into Birdeye