Turning inconsistent review collection into a competitive advantage
5%+
Review conversion rate increased from
1–2% to 5%+
1,552%
increase in monthly review volume
16%
increase in average review score, averaging over 4.83
1,640
reviews collected in first 4 months
The Challenge
While some Next Level locations were effective at asking for Google reviews, many clinics struggled with consistency. As an urgent care organization in a competitive market, reviews had become a key differentiator, yet conversion rates did not reflect the quality of care being delivered.
“We know we offer a great service, but our review conversion rate wasn’t indicative of it.”
Why Swell
Next Level evaluated several reputation platforms but chose Swell for its flexibility, customization, and hands-on partnership. Implementation was smooth and collaborative, with Swell handling much of the customization and training while actively incorporating team feedback into product improvements.
“It’s rare to find a service provider so willing to collaborate.”
The Results
- Review conversion rate increased from 1% to 5%+
- 1,552% increase in monthly review volume
- 16% increase in average review score, averaging over 4.83
- 1,640 reviews collected in first 4 months
Beyond measurable growth, Swell helped improve staff morale and saved the communications team hours each week through automated, score-based review responses.
“One month in, we were already saying, ‘What are we waiting for?’”
Turning inconsistent review collection into a competitive advantage
At Next Level Urgent Care, online reviews were already recognized as a critical differentiator in an increasingly competitive urgent care market. While some locations were comfortable asking patients for Google reviews and saw strong results, many clinics struggled with consistency. As a result, overall review conversion rates didn’t accurately reflect the quality of care being delivered across the organization.
“We know we offer a great service, but our review conversion rate wasn’t indicative of it.”
This inconsistency made it difficult to showcase patient experience at scale and created uneven performance across locations.
Choosing Swell: Flexibility, customization, and true partnership
After evaluating multiple reputation management platforms, Next Level chose Swell for its flexibility, customization capabilities, and overall value. What truly set Swell apart, however, was the level of partnership during implementation.
Swell worked closely with the Next Level team to customize the platform to their workflows, conducted multiple trainings to ensure staff confidence, and handled much of the heavy lifting to save internal time. Even more importantly, Swell actively sought feedback and collaborated with engineering to explore improvements—then followed up with clear timelines.
“It’s rare to find a service provider so willing to collaborate.”
This hands-on, responsive approach allowed Next Level to move quickly from pilot to full confidence in the platform.
Results: Higher conversion, time savings, and stronger morale
Results at a glance:
- Review conversion rate increased from 1% to 5%+
- 1,552% increase in monthly review volume
- 16% increase in average review score, averaging over 4.83
- 1,640 reviews collected in first 4 months
With Swell in place, review performance improved rapidly and consistently across locations. Automated, score-based review responses saved the communications team hours each week, while varied AI responses ensured replies still felt thoughtful and human.
From both an operational and cultural standpoint, the impact was clear. Increased reviews not only supported patient acquisition but also boosted staff morale by making positive feedback more visible and frequent.
“One month in, we were already saying, ‘What are we waiting for?’”
