Clark Rubber: 1,900+ New Reviews at a 4.7 Average
Clark Rubber generated more than 1,900 new Google reviews averaging 4.7 out of 5, while giving managers real-time visibility to improve coaching and store performance.
Read the Full CX Case Study
New Google Review Average
New reviews averaged 4.7 out of 5 after the Google Business Review Amplifier launched, up from a 4.1 all-time baseline.
New Google Reviews Since October
Added to a ~3,800 all-time baseline — a step change in the volume of public customer proof Clark Rubber now carries.
Feedback Response Rate
Achieved in the first month after go-live, giving regional managers immediate coaching material rooted in live customer data.
How Clark Rubber Turned Live Customer Feedback Into Better Store Performance
Google Reviews
~3,800 all-time reviews at a 4.1 average, with limited process for turning great in-store moments into public proof.
Google Business Review Amplifier drove 1,900+ new reviews since October and lifted new-review average to 4.7 (all-time 4.3).
Network Visibility
Previous platform lacked filterable live views; leaders and franchisees worked from different, delayed reports.
One live view filterable by region, store and channel — regional managers, franchise owners and company stores work from the same customer picture.
Loop Closure & Coaching
Negative feedback follow-up sat outside the platform; store visits ran on gut feel more than live data.
Negative feedback assigned, followed up and addressed in one platform; store visits guided by live team-level performance data.
“Resonate CX gives us real-time visibility of what our customers are experiencing across every store. That helps our regional managers, franchise owners and store managers make better decisions, coach their teams and continuously improve the customer experience.”
GM of Retail Operations | Clark Rubber
Turning Real-Time Retail Insights Into Reviews, Coaching and Growth
1,900+ new Google reviews turned in-store moments into public proof modern retail runs on
With 88% of consumers trusting online reviews as much as personal recommendations, Google visibility was the missing link between great store experiences and future foot traffic. The Google Business Review Amplifier converted positive in-store moments into 1,900+ new reviews since October — adding to a ~3,800 all-time baseline.
Lifting new-review average from 4.1 to 4.7 gave Clark Rubber the trust signal that shapes store-choice moments
The all-time Google rating moved from 4.1 to 4.3, but the new-review average is where the future lives — 4.7 out of 5. In the moments a customer is deciding whether a Clark Rubber store looks trustworthy enough to visit, that lift compounds every month it holds.
One live view across region, store and channel replaced fragmented reporting with shared clarity
Dashboards filterable by region, store and channel gave leaders, regional managers, franchise owners and company stores a single version of the customer experience. Three levels of visibility, one platform and the end of the delay between customer moment and management view.
Live feedback surfaced an online-experience gap that in-store data had hidden
Real-time data showed delivery and click-and-collect were not performing at the same level as the in-store experience. That specificity turned state meetings with franchisees and company stores into focused action on communication, delivery and click-and-collect and Online NPS improved as a result.
Live customer feedback gave regional managers coaching conversations rooted in real data
Store visits shifted from generic performance discussions to evidence-based coaching. Managers can now recognise great service, identify where teams need support, and base every conversation on what customers actually said not what leadership assumed.
A platform switch without disrupting stores proved smooth migration is possible mid-programme
Clark Rubber had operated a VoC programme since 2021. Moving to Resonate CX had to preserve continuity — no disruption for regional teams, franchise owners, company stores or frontline staff. The transition delivered on that brief, and 60% feedback response rate in month one confirmed the network came with them.
Clark Rubber is Australia's leading specialty retailer for foam, rubber, pool, and industrial products, offering expert advice and custom solutions through a nationwide store network.
Retail
HEADQUARTERSVictoria, Australia
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
Related Resources
-
- Case Study
Walmart
Piloted across 10 stores, then scaled to 400+ locations and 100,000+ staff with a steady NPS uplift. -
- Case Study
Rebel
Embedded real-time feedback across 90+ stores, driving strong NPS growth and customer-led business decisions. -
- Case Study
BCF
Grew NPS by 17+ points across 136+ stores in 4 years, using customer feedback to expand share of wallet.
