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.

The challenges before InputKit

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.

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

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

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.

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

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.

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.

FAQ

How can a tire center better understand what its customers experience after each visit?

By putting a systematic follow-up process in place after every visit to quickly gather feedback while the experience is still recent. InputKit automates this process and centralizes responses so the business can better identify what is working well and what needs to be corrected. That is exactly what Point S – Pneus Carignan did to understand faster what was going wrong and adjust course.

How can an automotive company with multiple locations save time on customer follow-ups?

By replacing manual follow-ups with an automated system that collects responses, organizes them, and makes it easier to prioritize action. InputKit makes this process much more efficient and reduces the administrative workload tied to customer experience. That is what now allows Point S – Pneus Carignan to save 40 hours of management and follow-up time every month.

How can a tire center increase its review volume while improving service quality?

By integrating feedback collection into its day-to-day operations to better understand the customer experience, quickly fix pain points, and let its online reputation reflect the reality on the ground. InputKit makes this approach scalable. That is what Point S – Pneus Carignan did, going from 180 to 1,259 Google reviews while improving its rating from 4.3 to 4.7 stars and maintaining a 96% satisfaction level.