How Our In-House Call Centre Helped JG King Homes Achieve a 4-Star Rating on Product Review

PropertyPhone Sales
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logo About the partnership

JG King Homes, proudly Victoria’s largest builder of steel-frame homes, has been delivering quality homes across Melbourne and regional Victoria since 1985. A family-owned business, they are committed to building strong, safe, and timeless homes that families can rely on.

Industry: Property

Customer Type: B2C

Region: Victoria, Australia

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266+

product reviews generated between January 2024 and March 2025 — 168 directly attributable to Social Garden.

8

five-star reviews in 24 hours

4,024 calls

and 1,412 contacts have been made by our call centre team, with 266 confirmed reviews as a result

Challenge
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JG King’s review numbers had stagnated, while competitors were consistently driving more reviews. With customers placing increasing value on reviews during the decision-making process, JG King Homes needed to ramp up their feedback strategy. Previous attempts with customer care and sales teams weren’t yielding the results the team needed, and they sought a more effective approach to engage customers post-purchase.
Solution
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We implemented a five-step process to engage customers, address any issues, and collect valuable reviews:

1. An SMS was sent to customers who had moved in, asking them to rate their experience with JG King Homes.
2. Negative sentiments were escalated internally for resolution, while positive feedback prompted follow-up calls and an SMS, along with an incentive for leaving a review.
3. Our team made up to six attempts to contact leads — three before confirming their willingness to leave a review, and three afterward for support and reminders.
4. JG King Homes was supported in verifying reviews and distributing vouchers.
5. This evergreen process helped maintain continuous feedback to drive improved customer experiences and foster long-term engagement.
Results
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“I am proud to announce we are officially 4 stars on a key platform our customers use to choose their builder – ProductReview! These results didn’t happen by chance, and it’s been a great collective effort across our business. The reviews we’ve received in recent months reflect the high quality of our builds, and this result makes me proud.”

Tony Petruzalek
CMO, JG King Homes
“I’ve really enjoyed working closely with Tony and the JG King Homes team. This collaboration brought a fresh perspective to tackling customer feedback, and I couldn’t be more pleased with the results. The team's commitment to continuous improvement was evident, and it made all the difference.”


Sarah Kelland,
Account Director, Social Garden


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