How FunTime Pools Improved Its Customer Experience with InputKit

In specialized retail, online reputation plays a decisive role in the buying process. Before even visiting a store to purchase a swim spa, spa products, or pool equipment, consumers turn to Google to compare businesses, reviews, and credibility.

FunTime Pools, a well-established company specializing in the sale and installation of swim spas and pool equipment, already delivered high-quality service in the field. However, in 2020, one reality became clear: this quality was not fully reflected online.

With a limited number of Google reviews, the company’s visibility remained below its true potential. The objective was therefore clear: increase the number of positive reviews, better reflect the real customer experience, and intervene quickly with dissatisfied customers before a negative review was published.

Since implementing InputKit, the results have been compelling:

• 35 ➝ 307 Google reviews
• Google rating: 4.6 ➝ 4.8 stars
• Measured ROI: 8×
• Automated satisfaction follow-ups integrated with the Servex software

Today, FunTime Pools benefits from a strong digital reputation that aligns with the quality of its in-store and on-site service.

An Underrepresented Reputation

Before implementing InputKit, FunTime Pools faced a common challenge among specialized retailers: a generally satisfied customer base, but one that rarely left online reviews. With only 35 Google reviews, the company’s digital perception did not reflect the reality experienced by customers in-store and during home installations.

This situation limited the company’s visibility in search results and made comparisons unfavorable against competitors with a higher volume of reviews. In addition, the lack of a structured post-service follow-up increased the risk that certain dissatisfactions would go unnoticed—eventually turning into public negative reviews.

The company also wanted to regain control of the customer experience by being able to quickly identify friction points, act before invoicing, and prevent simple misunderstandings from harming its reputation.

How InputKit Transformed Customer Experience Management

The integration of InputKit allowed FunTime Pools to adopt a proactive and secure approach to customer satisfaction. Now, every time a technician completes a service or installation and updates the work order status in Servex, a satisfaction follow-up is automatically sent to the customer by email or SMS.

This simple yet strategic process profoundly transformed the customer relationship:

Satisfied customers are invited to share their experience on Google, naturally fueling the growth of positive reviews.

Dissatisfied customers are detected immediately.

Management is notified in real time and can call the customer before the invoice is sent to resolve the situation.

This ability to intervene quickly acts as a true safety net for online reputation. It not only helps prevent public negative reviews, but also turns sensitive situations into positive experiences, strengthening customer trust and loyalty.

Strong Growth in Google Visibility

The impact of this approach is clearly reflected in the Google Business Profile statistics for FunTime Pools.

43,720 total impressions

• 30,234 from Google Search (mobile)
• 7,085 from Google Search (desktop)
• 5,636 from Google Maps (mobile)
• 765 from Google Maps (desktop)

These figures confirm a strong trend: most customers discover and compare pool and spa retailers directly from their phones, often before even visiting a store.

12,813 direct interactions

• 1,967 requests for directions
• 5,214 clicks on the Call button
• 5,632 website clicks

This increase in interactions demonstrates that improving the Google rating and growing the volume of reviews has a direct impact on generating qualified leads and driving in-store visits.

Measurable Results and Greater Peace of Mind

In just a few years, FunTime Pools grew from 35 to 307 Google reviews while improving its rating from 4.6 to 4.8 stars. This progress is explained not only by the increase in review volume, but also by the ability to manage dissatisfaction before it becomes public.

Teams now benefit from:

• Better control over the customer experience,
• A significant reduction in negative reviews,
• An online image that truly reflects service quality,
• A considerable time savings in post-service follow-ups.

InputKit has become a central tool connecting field operations, customer satisfaction, and digital reputation. The 8× ROI confirms that this proactive approach generates tangible results in both visibility and growth.

FAQ

How can a retail business increase its Google reviews?

By systematically reaching out to customers after an installation or service. With InputKit, FunTime Pools automatically sends satisfaction follow-ups after each intervention, enabling the company to grow from 35 to 307 Google reviews.

Why is it important to intervene before invoicing?

Because a dissatisfied customer who hasn’t been contacted is more likely to leave a negative review. FunTime Pools uses InputKit to detect dissatisfaction early and call the customer before sending the invoice, protecting the company’s reputation.

How does InputKit secure online reputation?

By offering dissatisfied customers a private space to express their concerns. This allows issues to be resolved internally rather than on Google. FunTime Pools has significantly reduced the risk of negative reviews while strengthening customer trust.