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Challenge
Main Line Brands has built its reputation on dependable service. But with more than 160 franchise owners and over 500 active territories, managing technician performance and consistently getting reviews across locations was difficult.
While Main Line Brands owners had built up strong local reputations, many didn’t have the volume of Google reviews they needed to break into the Google 3-Pack. Worse still, managers often tracked technician performance manually on Excel spreadsheets or whiteboards, leaving leadership with limited insight into which teams were excelling and which needed coaching.
Solution
To bring visibility, accountability, and recognition to technicians and owners across locations, Main Line Brands rolled out Applause in May 2025.
With Applause, franchise owners began tracking key operational and customer satisfaction metrics,. including NPS, Google reviews, attendance, completed jobs, reservices, and production value all in one place.
And by automating review and NPS requests after each service, Applause helped franchisees capture and tie feedback directly to technician performance. This enabled both corporate and local teams to celebrate high performers, identify improvement opportunities, and strengthen customer relationships system-wide.
Results
- 8,110 new Google reviews collected between May and October 2025
- An average NPS of 94-95
- 63,000 NPS responses gathered in just five months, giving unprecedented visibility into customer sentiment
- Improved consistency and accountability across franchises
“Applause has unified how we see performance across locations. The visibility into NPS and reviews has made it easier for our owners to coach teams, celebrate wins, and deliver the consistent customer experience our brand is known for.”
