How InputKit Propelled Oxebo: 57,000 Feedbacks, +35% Calls, and Significant Revenue Growth

Oxebo, a company specialized in appliance repair and maintenance in Quebec, had a clear goal: improve customer satisfaction and stand out in a highly competitive market. In this industry, trust and online reputation play a crucial role, as consumers systematically compare Google reviews before choosing a home service provider.

Since adopting InputKit, Oxebo has reached a decisive milestone:

• 18x More positive reviews collected each month
• 108x Return on investment from the InputKit project
• 1,688 Google reviews, compared to only 153 before InputKit
• Google rating improved from 3.5 to 4.4 stars

Challenges Before InputKit

In the home service industry, the challenges are numerous: demanding clients, urgent interventions, fierce competition, and the direct impact of each interaction on online reputation. Despite having a skilled team and a loyal customer base, Oxebo faced several obstacles:

• Lack of online visibility: Google reviews did not reflect the real quality of their work. A limited number of reviews and a few negative comments could damage their image.
• No structured follow-up: dissatisfied customers were only identified once a negative public review was posted.
• Limited internal evaluation: management lacked a clear tool to measure technician performance and customer service quality.
• Time wasted with manual processes: responding to customers, doing follow-ups, and collecting reviews was heavy and inefficient.

In a market like appliance repair, where speed and reliability are critical, these limitations slowed Oxebo’s growth and hindered their ability to stand out.

How InputKit Made a Difference

Integrating InputKit changed the game. The platform allowed Oxebo to professionalize their customer satisfaction approach while reducing management overhead.

• Automated follow-ups: every customer receives a satisfaction survey immediately after service, by text or email.
• Proactive detection of dissatisfaction: unhappy customers are identified in real time, allowing Oxebo to resolve issues before a negative review is posted.
• Employee recognition: each technician receives a satisfaction score linked to their interventions, fostering accountability and motivation.
• Conversion into Google reviews: satisfied clients are automatically encouraged to leave a review, multiplying the volume of reviews in just months.

François Pelosse, founder of Oxebo, sums it up:

“InputKit has given us closer proximity to our customers. We can quickly detect what’s wrong, fairly evaluate our employees, and above all build an online reputation that finally reflects the true quality of our service.”

Concrete and Measurable Results

Since adopting InputKit, the results have been impressive:

• Spectacular increase in Google reviews: Oxebo multiplied its number of reviews many times over in just months, strengthening credibility against competitors.
• Improved average rating: their Google score rose significantly, now reflecting the real quality of their service.
• Fewer negative reviews: with customers able to express dissatisfaction privately, public complaints dropped considerably.
• Internal optimization: employee evaluations through InputKit surveys allowed Oxebo to identify weak spots in service processes and fix them quickly.

According to a BrightLocal (2023) study, 87% of consumers read online reviews before choosing a local service, and 79% trust reviews as much as personal recommendations. Oxebo successfully leveraged this trend by building a strong and authentic online image with InputKit.

A Lasting Transformation in Customer Relation

The daily use of InputKit has established a new culture at Oxebo:

• Management checks survey results every morning to adjust follow-ups.à
• Technicians receive clear and motivating feedback, strengthening their commitment.
• Customers feel heard and supported, even when issues arise.

In a field where a broken fridge, washer, or stove can quickly become stressful, this responsiveness makes all the difference.

FAQ

How can a repair company increase its Google reviews?

By automating survey sending after each intervention and redirecting satisfied customers to Google. That’s what Oxebo did with InputKit, which multiplied their reviews and boosted their overall rating.

Why is online reputation crucial for a repair service?

Because customers always compare providers before booking. In home services, more than 80% of consumers consult Google before choosing. Oxebo understood that a strong online reputation is a direct competitive advantage.

How does InputKit help internal teams?

The platform provides clear data on satisfaction per employee. Oxebo uses this information to motivate technicians, identify weak points, and continuously improve service quality.

Why is customer satisfaction crucial in appliance repair?

A broken appliance is already frustrating. If service is slow, poorly communicated, or unreliable, it worsens the experience. The industry identifies three pillars of satisfaction: speed, reliability, and clear communication. Companies that excel here retain customers and generate more positive reviews. Oxebo leveraged client feedback to identify process frictions (e.g., delays, missing parts) and resolve them before they turned into negative reviews.