Hudson’s Furniture: Turning Customer Feedback Into Sales Growth
Company Snapshot
Since 1981, Hudson’s Furniture + Mattress has been a trusted name for high-quality, customizable furniture and mattresses across Florida. With 14 showrooms and over 80 exclusive brands, Hudson’s focuses on delivering a top-tier experience to a mid-to-high-end customer base.
- 14 showrooms
- January 2023
The Challenge: Insights Without Impact
Before Birdeye, Hudson’s was working with another reputation management platform that provided the basics: webchat, a shared inbox, and feedback collection. But it lacked the depth and functionality needed to uncover real business opportunities. Without automation or insight into performance by location or team, the company was left guessing.
Hudson’s needed a solution that could not only scale feedback collection across 14 locations but also translate raw data into clear direction and measurable ROI.
Why Birdeye: A Platform Built for Growth
Hudson’s selected Birdeye based on peer recommendations and a product roadmap focused on innovation. With Birdeye, they upgraded from scattered data to a unified platform powered by automation and AI.
Key Solutions:
- Automated review and survey requests triggered by point-of-sale activity
- A simplified, high-response NPS survey strategy
- Custom dashboards that connect Birdeye conversations to closed sales
- AI-powered responses for fast, positive review engagement
- Performance tracking by store, including review scores and response times
Automation That Works When It Matters Most
One of Hudson’s biggest wins with Birdeye is the seamless automation of feedback requests. Birdeye integrates with their point-of-sale system (FROG), triggering a review request the moment a sale is made and an NPS survey once the order is delivered. These two touchpoints are intentional, timed for when customers are most engaged and most likely to respond.
This automation not only improved consistency but also helped increase review volume and survey participation across all 14 locations, without adding extra work for staff. Since implementing Birdeye, Hudson’s has collected over 7,200 new reviews across all platforms.
“I can respond to reviews across 14 stores in 15 minutes. That level of efficiency wasn’t possible before.”
Fast, Thoughtful Review Responses with AI
Managing reviews across 14 locations once required hours of manual work. Now, with Birdeye’s Reviews AI, the team handles positive review responses at scale. Using the “awaiting response” tab, they quickly knock out pending reviews, ensuring no customer is left hanging.
This consistent engagement has led to strong reputation gains: Hudson’s maintains a 4.7-star average rating across all platforms, including a 4.8-star average on Google. Since onboarding with Birdeye, they’ve increased their overall rating from 4.5 to 4.7, making a measurable impact on their digital credibility.
And when it comes to negative reviews, they use customized templates and personal responses to show customers and future ones that they care. This balance of automation and human response helps build trust while keeping the workload manageable.
“We ask for reviews when the sale is completed and send NPS surveys after delivery. These are high-leverage moments in the journey, and we’ve seen way more engagement compared to asking manually.”
A Smarter, Simpler Survey Approach
Rather than overwhelm customers with multi-question surveys, Hudson’s focuses on one powerful NPS question: “How likely are you to recommend Hudson’s Furniture to friends and family?” It’s quick, simple, and effective. If a customer gives a score below 7, a follow-up asks what could have improved the experience.
The results speak for themselves: Hudson’s has received over 4.6K survey responses since implementing Birdeye Surveys AI, with an impressive NPS score of 79. 85.2% of respondents are Promoters, showing strong brand loyalty and customer satisfaction.
By reducing friction in the feedback process, Hudson’s increased their response rates and gained clearer visibility into customer sentiment.
“There were all these interactions happening on Google listings, in reviews, but we weren’t getting a ton of real, actionable data. We needed a way to break that information down, visualize it, and use it to uncover opportunities for our team.”
Insights AI: From Feedback to Real Business Decisions
Hudson’s didn’t just want data, they wanted answers. Birdeye’s Insights AI gives Eric and his team instant access to themes, sentiment trends, and performance insights across their entire customer experience. Instead of combing through raw comments, AI-generated summaries highlight key patterns, allowing managers to act faster and smarter.
Insights AI has become a cornerstone of Hudson’s weekly reporting. It’s helped reduce negative sentiment spikes and allowed leadership to coach teams more effectively based on AI-flagged trends. Location-level reporting ensures each store is accountable and high performers are recognized.
“Now I can say, ‘This specific salesperson had a conversation that started in Birdeye, and it led to a $3,000 sale. That’s not just activity—it’s real ROI, and I can see exactly who contributed to the result.”
Ready to grow with Birdeye?
Hudson’s Furniture is proving what’s possible when automation, insights, and real-time feedback come together. With Birdeye, they’re not just tracking experience, they’re using it to grow sales, build loyalty, and outperform expectations.
If you’re ready for real results, call or email us today!
📞 Call us at 1-800-561-3357
📧 Or email us at sales@birdeye.com
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
