Case study · Salons
All case studiesWhen no one claims the listing, no one can answer
One Philippine salon chain, about 45 branches. Busy chairs, and listings no one owns.
70%
of branches show no opening hours
57%
are named without their location
1 of 75
bad reviews got a reply
Public Google Maps data, October 2026. “Appear unclaimed”: Google shows “Own this business?” on the listing.
From a recent Google review, reworded
“I wanted side bangs and got a wolf cut, even after showing the photo twice.”
86% of listings appear unclaimed
Only 2 of 44 branches answered any of their recent reviews.
- Appears unclaimed 38
- Claimed 6
Evidence
Google shows “Own this business?” on 38 of 44 listings.
What it means for HQ
No one at the business can reply, fix the hours or correct a name.
What the pilot changes
Ownership first: then hours, names and replies.
What hurts this chain most
From its ~45 one- and two-star reviews with text. Reviews are reworded so they can’t be traced to a branch.
~30%of bad reviews are a cut that wasn't what was asked
Even with a reference photo. It's a training signal, not bad luck.
No reply“I showed a photo of the cut I wanted and left with the worst haircut of my life. Never again.”
No reply“I showed a photo of the cut I wanted and left with the worst haircut of my life. Never again.”
~20%are about how the staff treated them
Clients choose a stylist they trust. One rude visit ends that.
No reply“Ipinipilit nila ang gusto nilang gupit, hindi ang gusto ng customer.”
They push the cut they like, not the one the customer asks for. No reply“Ipinipilit nila ang gusto nilang gupit, hindi ang gusto ng customer.”
They push the cut they like, not the one the customer asks for. 86%of listings appear unclaimed
No one at the business can reply to any of these reviews, or fix the hours.
No reply“I only came in to ask, and the staff were rude. I lost interest right there.”
No reply“I only came in to ask, and the staff were rude. I lost interest right there.”
What HQ should see the same day: The same complaint about cuts in several branches. It's a training signal, and today it stays scattered.
The salon Google standard
Clients pick a stylist they trust and come back every few weeks. A listing no one manages can't answer the one review that would have kept them.
Every branch
Listing claimed by the business
Today, 38 of 44 branches don’t
Brand plus location in every name, one spelling
Today, 25 of 44 branches don’t
Opening hours and a phone on every branch
Today, 32 of 44 branches don’t
Every complaint about a cut answered within a day
Today, 17 of 44 branches don’t
HQ only
- The same cut complaint at several branches
- A complaint about price or charges
- Branches that miss the reply time
HQ doesn’t read every review. It sees what falls outside the standard.
A 60-day pilot, in this order
On 10 to 30 branches, priced per branch. HQ gets the report every Monday.
- Weeks 1–2Who owns each listing, confirmed; then names, hours and phones.
- Weeks 3–6Every cut complaint answered within a day, with a free fix offered.
- Weeks 7–8Cut complaints counted by branch for training, and a report every Monday.
Weekly network report
Example week- 21 of 25
- Branches to standard
- 96%
- Reviews answered
- 5 hours
- Median reply time
Sent to HQ the same day · 2
Same cut complaint in three branches, with a reply ready for a person to check.
- Cut not as asked→ Branch manager
- Same complaint in 3 branches→ HQ, training
- Rude staff→ Area manager
Check my chain, free
Your chain on this same page, each branch as a square, and the three things to fix first.
Built by the team behind KOP, now in Manila.
Only one branch? See Mapkita for salons and check your profile free.
Next case: Beauty services