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Case Study: Plastic Surgeon Sees 3X the Review Response Rate

Posted on Aug 31, 2017 by Alyessa D'Ewart

    Note: This is one in a series of posts featuring case studies from our clients. To download the full pdf, click here. To read additional case studies from this series, click here or here. You can also visit our case study page


    Plastic surgeon sees three times more online reviews with SolutionreachDr. York Yates is a board certified plastic surgeon located in Layton, Utah. His practice focuses on cosmetic surgery of the breast and body, and offers a wide variety of procedures to fill those needs. Dr. Yates knows that an online presence is vital in attracting new patients to any plastic surgery practice, so he decided to try SR Smart Reviews from Solutionreach to increase the number of positive reviews left for his practice. He has seen:

    • Over 250% increase in response to review requests
    • 5X more reivews per month across 3 major platforms
    • More than 20 five-star reviews in the first two months


    Dr. York Yates, a plastic surgeon in Layton, Utah knows how important a positive online presence is for his practice.“Patients look to strangers for information even more than they do word-of-mouth,” Dr. Yates says. “If one person had a good experience and refers a patient, that’s great. But if 1,000 have had a good experience, even though they’re strangers, they can influence potential patients.”


    Dr. Yates has tried multiple strategies to encouage his patients to leave reviews for his practice online. Everything from a card directing patients to review sites and worksheets with instructions for those patients who aren't as internet savvy, to a page on Dr. Yates' website with links directly to each review page and emails requesting reviews. Each of those efforts worked to a degree, but when Dr. Yates heard about SR Smart Reviews, he decided to give it a shot. 

    "I was already doing something similar to SR Smart Reviews in an email form," says Dr. Yates. "Today, everybody is on their phones more than their computers, so I decided to see how a text version would work." 


    Since implementing SR Smart Reviews, Dr. Yates is already seeing an increase in the number of patients who leave a review after they have been asked.

    "SR Smart Reviews has certainly enhanced our ability to collect reviews," Dr. Yates says. "Our response rate in asking patients for reviews was in the 10 percent or less range. Now I would say between 25 percent and 35 percent of patients will actually put a review in one or more places after we've asked them." 

    During his appointments, Dr. Yates determines which patients are the right ones to ask for a review. He can easily verify their contact information and send them a text message with the review link while he's speaking with them. 

    "Sometimes it's a little uncomfortable to ask somebody for a favor like that," Dr. Yates explains. "But now it feels pretty comfortable because I don't have to ask them and then follow-up with a crazy detailed explanation of what they are going to receive and how to leave the review. I can simply say, 'Here's a text, follow the instructions.'"


    Dr. Yates credits this simple process and the personal nature of SR Smart Reviews for the increase in The personal touch makes patients more likely to leave reviewsresponses to his requests for reviews. 

    "My patients know the request came from me," says Dr. Yates. "They know it's not an automated service or a third-party sending a review invitation. And we certainly get a higher response rate from those invitations than anything else I've done."

    His staff also appreciates the time SR Smart Reviews saves them at the end of the day, when every minute counts. Since they don't have to send emails inviting patients to review the practice, they can cross that item off their list. 

    "SR Smart Reviews has added efficiency," says Dr. Yates. "And at the same time we've seen improved results, so that's a win-win." 

    Want to learn more about SR Smart Reviews? Read here. 

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    Alyessa D'Ewart

    Alyessa D'Ewart

    Alyessa D’Ewart is a content writer at Solutionreach. She holds a master’s degree in professional communication from Weber State University. Alyessa has spent the last three years cultivating her technical writing skills by creating content for a variety of platforms including marketing collateral, website pages, and corporate blogs. As an avid fan of the written word, she can usually be found curled up with a good book.

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