Turning Member Feedback into Trust, Visibility, and Team Recognition in Just 60 Days
Overview
Timberland Federal Credit Union, based in DuBois, PA, partnered with Reviews UP to enhance its online reputation, improve branch-level insights, and make it easier for members to share feedback. In just 60 days, Timberland gathered 281 public reviews across four branches and an additional 100 reviews through Reviews UP’s proprietary channel, creating a powerful feedback loop that drives trust and performance—both online and internally.
Challenge
Before Reviews UP, Timberland faced several challenges:
- Limited and inconsistent public reviews
- Missed opportunities to capture feedback from members without Google accounts
- A need to improve local visibility in Google Maps
- Lack of structured insight into which staff and locations were excelling
They needed a modern solution that could gather authentic feedback, boost reputation across all locations, and help recognize high-performing team members.
Solution
Reviews UP implemented a full reputation strategy for Timberland, including:
- Automated review collection through email, text, and on-site prompts
- UP Channel™, an exclusive pathway for collecting public-facing reviews from members without Google accounts
- Reputation widgets for Timberland’s website, increasing authority, trust, and expertise signals essential for both human and AI Agentic search
- Google Maps review optimization, boosting local visibility and driving more traffic
- Location-based reporting and AI-generated synopses, highlighting team performance and member sentiment for each branch
They needed a modern solution that could gather authentic feedback, boost reputation across all locations, and help recognize high-performing team members.
Results (First 60 Days)
- 281 public reviews collected across 4 branches
- 100 additional reviews submitted via UP Channel™
- Increased visibility and ranking in Google Maps results
- Boost in conversion rates from search to application
- More social proof and trust for prospective members
- Recognition of standout employees and improved team culture
Client Testimonial
“The implementation of Reviews UP was seamless. The automated features made review collection effortless, and the insights we’ve gained are truly tremendous. Our team now gets recognized for doing great work, and we’re able to track what’s working at each location.”
“What really stands out is the UP Channel—it’s been a fantastic way to hear from members who don’t use Google, but still want to share positive experiences. And the reputation widgets have added so much credibility to our website. Reviews UP has helped us build trust with both our members and the search engines.”
– Chad Feather
VP, Member Relations
Timberland Federal Credit Union
Takeaway
Timberland Federal Credit Union’s partnership with Reviews UP transformed their member feedback into a strategic advantage. By combining easy-to-use tools with deep insights and public trust signals, Timberland improved visibility, boosted member engagement, and enhanced internal culture—proving that reputation management is about more than just stars; it’s about growth, relevance, and connection.