Case study · Beauty services
All case studiesStrong ratings, and almost no replies
One Philippine waxing chain, about 45 branches. Every listing claimed, and the replies missing.
4.8★
average rating across its branches
1 in 100
recent reviews got a reply
8 in 10
branches haven't replied to any recent review
Public Google Maps data, October 2026. “Appear unclaimed”: Google shows “Own this business?” on the listing.
From a recent Google review, reworded
“Don't get your brows threaded here. Mine were ruined, and when I complained, no one apologised.”
Even its best branch answers only 1 in 5 reviews
About 15 replies among ~1,150 recent reviews.
- No reply to any recent review 37
- The rest 7
Evidence
37 of 44 branches answered none of their recent reviews. The listings themselves are in order.
What it means for HQ
What's missing is the response, and no one measures it.
What the pilot changes
Every review answered within 24 hours, and measured.
What hurts this chain most
From its ~95 one- and two-star reviews with text. Reviews are reworded so they can’t be traced to a branch.
~50%of bad reviews are about the staff
Clients come back every few weeks, and for the people.
No reply“Ang sungit ng staff. Kinakawayan ka lang, “ikaw, dito ka.””
The staff are so rude. They just wave you over: “You, here.” No reply“Ang sungit ng staff. Kinakawayan ka lang, “ikaw, dito ka.””
The staff are so rude. They just wave you over: “You, here.” ~30%mention waiting or bookings
A booking is a promise. Thirty minutes late breaks it.
No reply“I had a booking and still waited 30 minutes.”
No reply“I had a booking and still waited 30 minutes.”
~10%are about the result of the treatment
These need a careful answer from a person, not a branch reply.
No reply“Tried it twice and both times my brows came out uneven, even with reference photos. Never again.”
No reply“Tried it twice and both times my brows came out uneven, even with reference photos. Never again.”
What HQ should see the same day: Several bad reviews about the same service at one branch in a day.
The beauty Google standard
Beauty clients book on reviews and return every few weeks. A quick, kind reply is often what brings an unhappy client back.
Every branch
The service's category on every listing
Today, 7 of 44 branches don’t
Hours that match when the branch stops taking clients
Every review answered within 24 hours
Today, 37 of 44 branches don’t
Waiting and staff complaints recovered by the branch: a reply and a new slot
HQ only
- A complaint about a treatment's result
- Several bad reviews about one service in a day
- Branches that miss the 24 hours
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 1–2The right category everywhere, and real cut-off hours.
- Weeks 3–6Every review answered within 24 hours; waiting and staff complaints recovered.
- Weeks 7–8Treatment complaints to a person at HQ, 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
Several bad reviews in a day, with a reply ready for a person to check.
- Waiting despite a booking→ Branch manager
- Treatment result→ HQ, a person
- Several bad reviews in a day→ 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 beauty services and check your profile free.
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