St. Luke’s Health, a trusted nonprofit healthcare system serving communities across Southeast Texas, reached out to Thrive Local with a cornerning 2.9 Google star rating.
Recognizing the need for a more strategic and scalable solution, St. Luke’s Health partnered with Thrive Local to overhaul its review management process.
In just eight months, Thrive Local helped the client increase its average rating from 2.9 to 3.5 stars – a significant 21% improvement that continues to climb.
3.5
Average Star Rating
+21%
Star Rating Improvement
Project Overview
St. Luke’s Health had been manually managing review generation, which proved time-consuming and ineffective for its busy staff. With a newly hired marketing team member on board, the client was ready to outsource its entire review management process.
Thrive Local stepped in to implement a more strategic, data-driven approach to reputation management. We established a weekly data collection process, working closely with its marketing team to ensure comprehensive coverage across all locations.
Our review generation campaign focused on capturing positive patient experiences while providing private feedback channels for concerns. This approach allowed St. Luke’s Health to address issues internally before they became negative public reviews.
The Results
Over eight months, St. Luke’s Health experienced consistent, measurable progress, raising its average Google rating from 2.9 to 3.5 stars. Just as valuable, its marketing team now benefits from an automated review collection system and reduced public negative feedback.
About the Client
St. Luke’s Health is a member of CommonSpirit Health, one of the largest nonprofit health systems in the U.S., dedicated to providing high-quality, compassionate care. It boasts a network of hospitals, emergency centers and specialty clinics across Southeast Texas.
