Case study · Skin clinics
All case studiesClients wait despite an appointment. None of their reviews gets an answer.
One Philippine skin-care chain, about 45 clinics. Clients book on trust, and read the reviews first.
2.6★
average rating across its clinics
~Half
of bad reviews are about waiting, even with an appointment
0
replies among about 475 recent reviews
Public Google Maps data, October 2026. “Appear unclaimed”: Google shows “Own this business?” on the listing.
From a recent Google review, reworded
“They don't keep their own appointments. Why book at all if the staff won't follow it?”
Not one clinic answers, not even about a treatment
0 replies among ~475 recent reviews.
- No reply to any recent review 22
- Fewer than 5 recent reviews 25
Evidence
About half of bad reviews are about waiting despite an appointment. Some are about a treatment's result.
What it means for HQ
The clinic could answer the waiting; a treatment needs a person at HQ. Today no one owns either.
What the pilot changes
Waiting goes to the clinic within a day; treatments go to HQ, privately.
What hurts this chain most
From its ~245 one- and two-star reviews with text. Reviews are reworded so they can’t be traced to a clinic.
~50%of bad reviews are about appointments and waiting
Clients book a clinic for its time slot. A missed one reads as carelessness.
No reply“No one answers calls or messages, and getting a slot takes one to two weeks.”
No reply“No one answers calls or messages, and getting a slot takes one to two weeks.”
~45%are about the front desk
Before anyone touches their skin, clients judge the clinic at reception.
No reply“The receptionist was unfriendly and looked annoyed to see me.”
No reply“The receptionist was unfriendly and looked annoyed to see me.”
~25%mention pressure to buy more
Upselling in a clinic erodes the trust the treatment depends on.
No reply“They cancelled my appointment just to push me into buying a facial.”
No reply“They cancelled my appointment just to push me into buying a facial.”
What HQ should see the same day: Any review about a treatment's result or a side effect. It needs a careful, private follow-up, never a template.
The clinic Google standard
Clients book a clinic on trust, after reading its reviews. In a clinic, silence after a complaint reads as not caring.
Every clinic
Brand plus location in every clinic's name
Today, 11 of 47 clinics don’t
Opening hours on every listing
Today, 10 of 47 clinics don’t
The right category and a website
Today, 12 of 47 clinics don’t
Front-desk and waiting complaints answered within a day
Today, 22 of 47 clinics don’t
HQ only
- A treatment's result or a side effect, privately
- Pressure to buy packages
- Any reply that would mention health or a treatment
HQ doesn’t read every review. It sees what falls outside the standard.
A 60-day pilot, in this order
On 10 to 30 clinics, priced per clinic. HQ gets the report every Monday.
- Weeks 1–2A location in every clinic's name, and hours on every listing.
- Weeks 3–6Front-desk and waiting complaints answered within a day.
- Weeks 7–8Treatment reviews to a person at HQ, privately, and a report every Monday.
Weekly network report
Example week- 21 of 25
- Clinics to standard
- 96%
- Reviews answered
- 5 hours
- Median reply time
Sent to HQ the same day · 2
Treatment result or side effect, with a reply ready for a person to check.
- Waiting despite an appointment→ Clinic manager
- Treatment result or side effect→ HQ, a person, privately
- Rude front desk→ Clinic manager
Check my chain, free
Your chain on this same page, each clinic as a square, and the three things to fix first.
Built by the team behind KOP, now in Manila.
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