Next Level Urgent Care

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 1–2% to 5%+
  
• 55%+ increase in review volume
  
• [Average star rating improvement]

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?’”