How Café Liégeois multiplied its Google reviews by 7 and boosted its sales with InputKit

With a growing online presence and a physical store in Montreal, Café Liégeois was looking to strengthen its digital reputation to support its premium customer experience. Since implementing InputKit in April 2020, the company has undergone a remarkable transformation:

• 788 Google reviews, compared to 116 before InputKit
• Rating from 4.3 to 4.7 stars
• 167x return on investment
• +43% higher return per dollar invested in Google Ads since InputKit
• WOW 2024 Study: #3 in Canada for digital experience (source : Léger WOW 2024)

An online store held back by its Google reputation

When Jean-Nicholas Papillon-Gauthier, co-founder of Café Liégeois, opened his physical store, he knew that selling high-end coffee machines required flawless customer service. What he didn’t realize at the time was just how much Google reviews would influence buying behavior.

“We know today that the majority of people search for a business on Google before making a purchase. It often makes all the difference,” he explains

With only 116 Google reviews and a 4.3 rating, Café Liégeois’ online image didn’t reflect the real quality of its service. Jean-Nicholas knew he had to act, but he didn’t want to disturb or harass his customers. He had tried to motivate employees to ask for reviews, but the manual approach was time-consuming, inconsistent, and ineffective.

On top of that, the team had no structured way to identify dissatisfied clients or follow up effectively. The question was strategic: how could the company improve its service if it didn’t know what was going wrong?

A solution that automates follow-ups without hurting the customer experience

That’s when Café Liégeois turned to InputKit, aiming to professionalize its customer experience management and strengthen its online reputation proactively.

InputKit allowed Café Liégeois to:

• Automate the sending of personalized surveys after each order or visit
• Quickly identify dissatisfied customers before they leave a negative review
• Convert satisfied customers into ambassadors with targeted review requests

“Now, every week, we know we’ll get at least five new Google reviews thanks to InputKit. It’s our safety net,” says the co-founder.

The platform didn’t just increase reviews: it generated over 1,200 customer interactions, a powerful tool for loyalty building. Dissatisfied customers, instead of venting publicly, could express themselves through InputKit’s surveys, giving the team the chance to act quickly.

Concrete, measurable results

The impact was immediate. Within just a few months, Café Liégeois saw its rating climb from 4.3 to 4.7 stars, while generating 788 authentic reviews. Today, most customers check reviews before making a purchase — a behavior Jean-Nicholas notices every day: “Clients tell me they came because of our reviews. Before InputKit, that never happened.”The company also identified 70 dissatisfied customers, of which 25% were successfully recovered thanks to quick follow-ups.

Thanks to this growth, Café Liégeois has surpassed its main competitor in both the number of reviews and perceived reputation on Google — a considerable competitive edge in the highly competitive e-commerce market.

A lasting transformation in customer culture

Today, InputKit is firmly established as a cornerstone of Café Liégeois’ operations.

“When a coffee machine breaks, it happens. But with InputKit, we can act quickly, prevent a bad review, and preserve the relationship,” says the co-founder.

Even during critical times, like February’s post-holiday rush, InputKit helps maintain consistent, reliable customer follow-up, ensuring long-term satisfaction and trust.

The founder’s recommendation

When asked if he would recommend InputKit to other business owners, Jean-Nicholas is clear:

“The value for money is excellent. At first, you hesitate to invest, but a year later you’re just glad you did.”

He also stresses the importance of supporting employees in adopting the tool: the results come quickly when the process is integrated into everyday workflows — and in his case, InputKit connects perfectly with Shopify.