CASE STUDY · HOSPITALITY · PERTH
San Remo Pizza: 250 to 806 reviews in 36 months.
Perth’s favourite family-run pizzeria came to us with a review count that didn’t match their reputation. Three years later, 806 verified Google reviews, a 4.6-star average, and 122 negative reviews intercepted privately before they ever hit the public profile – a reputation moat we estimate at $80K-$145K in protected revenue.
+568
New Google reviews in 36 months
+222%
Growth in total review count
122
Negative reviews intercepted privately
4.6★
Current Google average rating
“Since using 10X Marketing’s review platform, we’ve seen a massive spike in online reviews and it’s made a real difference. We went from 250 to 806 reviews, and 10X stopped 122 angry customers from ever leaving a 1-star. Game changer for a pizza shop.”
THE STARTING POINT
A beloved local business with an invisible online reputation.
San Remo Pizza has been a Perth staple for over two decades. The food speaks for itself – family recipes, wood-fired, regulars who’ve been coming every Friday night since their kids were in primary school. But in 2022, the Google Business Profile told a different story: 250 reviews total, a handful of legacy 1-stars from years ago dragging the average, and a review velocity of roughly one new review per week. Competitors down the road with a fraction of the loyal customer base were outranking them in the map pack.
The owners knew their customers loved them. The gap wasn’t in the product – it was in the ask. Nobody was prompting happy diners to leave a review, and the one-off negative experiences were the only ones motivated enough to share unprompted.
REVIEW VELOCITY · 36 MONTHS
From a flatline to compounding growth.
Cumulative Google review count across the last 36 months. The system kicked in inside the first 90 days and hasn’t stopped.
WHAT WE DID
Deployed 10X Reviews. Every happy customer, captured systematically.
1
SMS + email capture after every order
Point-of-sale integration automatically sends a review request 90 minutes after each dine-in order and 2 hours after every delivery. Quiet enough not to interrupt the meal, close enough to the experience that it feels natural.
2
Smart routing, happy to Google, unhappy to private
The software’s two-step flow asks customers how their experience was first. 4 and 5-star responses are funnelled to Google. 1-3-star feedback is routed to the owners privately so issues can be resolved before they become public 1-star reviews.
3
Owner response on every review, inside 24 hours
We drafted response templates for common scenarios (praise, complaint, suggestion) so the family could reply quickly and personally. Google weighs response rate heavily, and future customers read how you handle feedback.
4
Monthly tuning + competitive monitoring
Every month we review send-time tests, message variants, and response-rate trends, and benchmark against the 5 closest pizza shops in the map pack. The system stays ahead of competitors who only run reviews on autopilot.
THE RESULT
From invisible in the map pack to the default choice for “pizza near me”.
36 months in, San Remo Pizza ranks top-3 in the Perth pizza map pack for nearly every nearby suburb search. Review velocity has stabilised at ~16 new reviews per month on autopilot. The 122 negative experiences that would have become public 1-stars were instead resolved privately – the equivalent of removing a half-star drag on the average over three years. Their share of the local pizza takeaway market has grown materially.
VS. INDUSTRY
Same suburb. Same customers. Wildly different velocity.
Average monthly Google review acquisition – San Remo Pizza vs. typical Australian quick-service restaurants and the closest 5 competitors in their map pack.
Sources: 10X Reviews dashboard, public Google Business Profile data for the 5 closest competitor pizzerias in the map pack, and BrightLocal AU restaurant benchmark report.
Want the same result for your business?
If you run a hospitality, services, or local-retail business in Australia and you’re sitting on under 200 Google reviews, you’re leaving real money on the table every month. Our free reputation audit shows you exactly how much – and the 90-day plan to fix it.