How Plomberie Roger Chayer Increased Its Google Reviews by 9× with InputKit

In a highly competitive residential and commercial plumbing market, online reputation has become a decisive factor when choosing a service provider. Plomberie Roger Chayer INC. understood this reality early on.

For many years, the company's mission has been to offer a complete range of plumbing products and services, with a constant focus on quality, speed, and precision to effectively meet its customers' needs.

In 2021, despite strong field expertise and an established customer base, one challenge was limiting their growth: their digital reputation did not reflect the true quality of their service. It was in this context that Plomberie Roger Chayer decided to implement InputKit to structure its customer satisfaction follow-ups and regain control of its online image.

The results observed since implementation speak for themselves

75 ➝ 686 Google reviews
Google rating: 3.0 ➝ 4.5 stars
Measured ROI: 80×
Structured monitoring of response time, customer service quality, and technician performance

Today, the company's online reputation finally reflects the quality of its on-site service.

Plomberie Roger Chayer INC.

Residential, commercial, and multi-unit plumbing: Sector
1: Location
Montreal: Region
2021: Implementation date

More Google reviews

80x

Return on investment from the InputKit project

113,142

Google impressions

12,536

Google interactions

Challenges Before InputKit

Before InputKit

3.0

After 4 years

686

4.5

Before adopting InputKit, Plomberie Roger Chayer faced a common situation among service businesses: satisfied customers rarely left reviews, while negative experiences (even isolated ones) had a disproportionate impact on the Google rating.

With only 75 reviews and an average rating of 3.0 stars, the company's online perception did not reflect the skills of its technicians or the quality of service delivered. For customers searching for a plumber on Google (often in an emergency), this rating represented a major barrier to making contact.

In addition, the company lacked a structured tool to measure

Service response time,
Customer service quality,
Quality of work performed by technicians.

Customer feedback arrived sporadically and often too late to correct a situation before it turned into a public negative review. Continuous improvement was therefore driven more by intuition than by concrete data.

In a context where Google reviews directly influence consumer decisions, Zippia (2023) reports that 93% of consumers say online reviews impact their purchasing decisions.

How InputKit Transformed Customer Satisfaction Management

The implementation of InputKit marked a strategic turning point for Plomberie Roger Chayer. Every intervention can now be followed by a simple, targeted satisfaction survey, allowing the company to capture customer sentiment at the right moment.

With InputKit, the team can

Quickly identify dissatisfied customers and intervene before a negative review is published.
Redirect satisfied customers to Google to naturally increase the volume of positive reviews.
Objectively evaluate response time, customer service quality, and technician performance.
Structure satisfaction management without adding operational complexity.

This proactive approach transformed customer feedback into improvement levers while strengthening trust between the company and its clients. Teams now have clear indicators to adjust their practices and maintain consistent service quality.

Significantly Increased Google Visibility

The effects of this transformation were quickly reflected in the company's digital visibility. Plomberie Roger Chayer's Google Business profiles have become true entry points for new customers.

113,142 total impressions

57,385: Google Search (mobile)
30,786: Google Search (desktop)
16,004: Google Maps (mobile)
8,967: Google Maps (desktop)

12,536 direct interactions

1,522: Requests for directions
5,916: Clicks on the Call button
5,098: Website clicks

These figures confirm a sector reality: most customers search for a plumber directly on their phone, often when comparing options or facing an urgent situation.

This sharp increase in interactions demonstrates that improving the Google rating and growing the number of reviews has a direct impact on inbound demand. According to the BrightLocal Local Consumer Review Survey (2023), businesses rated 4.5 stars or higher receive significantly more clicks, calls, and direction requests, explaining the growth in interactions and new contracts generated through Google.

Measurable Results and a Quality-Driven Culture

Within just a few years, Plomberie Roger Chayer grew from 75 to 686 Google reviews while improving its rating from 3.0 to 4.5 stars. This progress represents more than increased visibility. It reflects a fundamental shift in how the company manages customer experience.

Managers now rely on reliable data to

Monitor technician performance,
Identify recurring pain points (delays, communication, expectations),
Respond quickly to dissatisfaction,
Highlight and reward quality work within the team.

InputKit has become a central tool connecting service quality, customer satisfaction, online reputation, and growth. The 80× ROI confirms that this structured approach generates concrete and lasting results.