How Point S – Pneus Carignan multiplied its Google reviews by 7 and saved 40 hours of management time per month with InputKit

In the tire and automotive maintenance industry, trust can be built quickly… but it can also be lost quickly. When a customer is looking for a shop to install tires, perform maintenance, or get a diagnosis, they often compare several options before calling. In that process, online reputation, service consistency, and the ability to properly manage the customer experience all play a major role.

Point S – Pneus Carignan understood this well. With 4 locations to manage, the company already had a strong presence and a solid volume of reviews, but wanted to go further. The goal was not only to gain more visibility, but also to better understand customer feedback, quickly identify what was going wrong, and correct course before a pain point became a bigger issue.

Since implementing InputKit in 2020, the transformation has been clear

180 ➝ 1,259 Google reviews
Google rating: 4.3 ➝ 4.7 stars
40 hours per month saved in management and follow-up
4.5× more Google reviews collected per month
96% customer satisfaction since implementation
39 positive comments automatically shared with staff each month

Today, Point S – Pneus Carignan benefits from a much more structured system to manage the customer experience, support its teams, and strengthen an already strong online reputation.

Point S – Pneus Carignan

Tire Center: Industry
4: Locations
28: Employees
Montérégie: Region

40h per month

Management and follow-up time saved

More Google reviews

96%

Customer satisfaction level since implementing InputKit

Positive comments shared with staff each month

The challenges before InputKit

Before InputKit

180

4.3

After 6 years

1259

4.7

Before InputKit, Point S – Pneus Carignan already had a solid foundation with 180 Google reviews and an average rating of 4.3 stars. For many businesses, that would already be an excellent starting point. But in a local market as competitive as tires and automotive maintenance, management knew they needed to go further to better manage the customer experience at scale.

The real challenge was not only the number of reviews. It was mainly the ability to quickly understand what customers were actually experiencing across the different locations, detect pain points as soon as they appeared, and put concrete corrective actions in place.

Several needs were present

collect customer feedback in a more regular and structured way
identify friction points in the customer journey more quickly
reduce the time spent on manual follow-ups
maintain a consistent experience across 4 locations
increase review volume so the online reputation would better reflect the reality on the ground
better engage teams by sharing positive comments received

In a multi-location context, these challenges become even more important. A great experience at one location is not enough. The business must be able to maintain quality everywhere, consistently, and have the tools to react quickly when something goes off track.

How InputKit transformed satisfaction management

Implementing InputKit allowed Point S – Pneus Carignan to move from a more manual approach to customer feedback management to one that is far more structured, fast, and proactive.

After a visit, customers now receive a short survey that allows the company to capture their feedback while the experience is still fresh. This gives management a clearer view of what is working well, but more importantly, of what deserves quick attention.

This transformation made it possible to

collect customer feedback continuously
detect problematic situations more quickly
correct course earlier, before a pain point negatively affects the experience further
significantly reduce the time spent managing follow-ups
greatly increase the volume of online reviews
recognize staff through the automatic sharing of positive comments

The time savings are especially significant: 40 hours of management and follow-up are saved each month. For a company operating multiple locations, this represents a concrete relief for managers, who can now spend more time on operations, team coaching, and service improvement.

Another major impact is internal engagement. With 39 positive comments automatically shared with staff each month, InputKit is not only used to correct issues. The platform also becomes a recognition tool. Good work gets seen, shared, and valued, which helps strengthen team engagement.

Stronger Google visibility powered by InputKit

The impact of this transformation is clearly reflected in Point S – Pneus Carignan's Google performance.

Impressions

Since implementation, the business profiles have generated 127,712 total impressions.

67,810: Google Search on mobile
27,014: Google Search on desktop
26,562: Google Maps on mobile
6,326: Google Maps on desktop

Interactions

Engagement is just as telling, with 28,620 direct interactions.

8,800: Direction requests
14,069: Clicks on the call button
5,751: Website clicks

This distribution clearly shows how dominant mobile search is. That makes perfect sense in the automotive sector, where many customers quickly look for a nearby tire or service center, often directly from their phones.

These numbers show that online reputation acts as a true business lever. A strong rating, a high volume of reviews, and an active presence on Google directly influence contact opportunities. For a tire center, that translates into more calls, more visits to locations, and more chances to convert a local search into a real customer.

Going from 180 to 1,259 Google reviews and improving the rating from 4.3 to 4.7 stars strengthened the company's credibility at the exact moment consumers were comparing their options. And in a sector where decisions are often made quickly, that credibility makes a real difference.

Measurable results and a stronger service culture

In just a few years, Point S – Pneus Carignan went from 180 to 1,259 Google reviews while improving its average rating from 4.3 to 4.7 stars.

But the results go beyond digital reputation. The transformation can also be seen in the way the company now manages its customer experience on a daily basis.

Before InputKit, I had to spend several hours on the phone to get customer feedback. It was difficult to improve customer service because dissatisfied customers did not dare leave comments. Many of them seemed happy and left the garage without calling us back, perhaps because they were too uncomfortable to share their dissatisfaction. It happens more often than people think. For example, at least eight out of ten dissatisfied customers did not tell us when they were unhappy. Now, with the InputKit solution, I can analyze customer needs through automated surveys in just a few minutes. It saves me about two hours of follow-up and management per day. Thanks to the reminders built into the solution, we also get about five times more Google reviews than before. At InputKit, there is always someone there to help us. The surveys are easy to use and automated. I could not do without it anymore.

Alain Gauthier
Director of Communications and Customer Service at Point S – Pneus Carignan

Today, Point S – Pneus Carignan benefits from

a structured system for collecting customer feedback
a better ability to quickly identify what is wrong
a more proactive management of dissatisfaction
major time savings of 40 hours per month
a monthly review volume 4.5 times higher
a customer satisfaction level maintained at 96%
a more engaging environment for staff thanks to automatically shared positive comments

This evolution shows that InputKit does more than simply generate more reviews. The platform acts as a management tool that connects satisfaction, operational efficiency, team recognition, and local customer acquisition.

For a multi-location business like Point S – Pneus Carignan, this structure becomes a concrete advantage: it helps maintain service quality while supporting growth.