Success story · Multi-store retail
How Koerich structured the digital presence of 135 stores in Santa Catarina and transformed Google reviews into real customer traffic, including tourists and new residents of the region.
4,2 → 4,8
Google Note
+494%
Reviews
76%
Conversion of promoters
Get to know Koerich
Koerich is a multi-store retail chain with a strong presence in Santa Catarina, particularly in the Florianópolis region and along the coast, an area that receives a large influx of tourists and new residents from other states. With 135 stores, the brand has always stood out for the close relationships built in its physical stores, and sought to reflect this same strong presence in the digital world.
Sector
Multi-store retail
Santa Catarina
Size
135 stores
Franchise network
Partnership
Since 2024
2 years of consistent results
response rate
99,5%
It started at 53.6% at the beginning of the partnership
What was the situation BEFORE HARMO?
The strong storefront image of a physical store didn't yet exist in the digital world
Before Harmo, Koerich had an average rating of 4.2 stars and a response rate of only 53.6% to reviews, with a volume of 3,303 reviews in the period, 18% of which were negative. The strength of the face-to-face relationship built over the years in physical stores was not yet reflected in the brand's digital presence.
A score of 4.2 does not reflect the strength of the physical store
With a low volume of reviews and a response rate of only 53.6%, the online reputation did not match the in-person experience.
135 stores without unified digital management
A strong physical presence in Santa Catarina, but without a digital storefront that reflected that value to those searching on Google.
Customer feedback that doesn't translate into action
The reviews were merely isolated opinions, lacking the structure to transform the voice of the customer into an opportunity for improvement or business.
18% of negative reviews went unanswered
Nearly 1 in 5 reviews was negative, with no structured response process or course correction.
RESULTS
Koerich implemented a system that transforms reputation into a measurable asset
Volume
+494%
Number of reviews.
From 3,303 to 19,794 during that period.
REPUTATION
4,8
Average rating on Google · match 4.2
+0.6 stars based on an aggregate of 135 stores.
Satisfaction
96%
Promoter NPS.
The brand's perception in the digital world began to reflect the strength already built in physical stores.
Activation
76%
Conversion of promoters
16,020 activated, 12,202 rated on Google, 95% with 5 stars.
Positive
+610%
Positive reviews
From 80% to 94% of the total.
Relationship
99,5%
Response rate to evaluations
It started at 53.6%.
IN THE VOICE OF THE CUSTOMER
"We connect the physical customer's perspective to the digital one."
Koerich · Silver · Reputation Awards 2026
Recognition of excellence in reputation management
Koerich was recognized with a Silver award in the Multi-Store Retail category at the 2026 Reputation Awards, validating the transformation of a fragmented digital presence into an online storefront that reflects the strength already built in physical stores.
Your network could be the next case study
Speak with a specialist and see how Harmo can transform your network's reputation into measurable performance, store by store.