Last 90 days, 14 Jul 2026 to 12 Oct 2026
Brightwell Dental Group
What customers said at 8 locations, what it means, and what to do first.
- Reviews read
- 138
- Average rating
- 4.12
- Answered
- 57%
- 01Key findings
- 02Locations
- 03What drives low ratings
- 04Replies
- 05What to do next
- 06Everything that was said
- 07Worth reading
- 08How it was read
Prepared for
Brightwell Dental Group
Prepared by
earshot
12 Oct 2026. Confidential: prepared for Brightwell Dental Group from public reviews and mentions.
01|Key findings
Four things that matter in the last 90 days
- 1
Croydon is pulling the group rating down by 0.25 stars
The group averages 4.12. Without Croydon it would average 4.37. Croydon received 15 of the group's 38 low-rated reviews (39%). It has averaged 2.3 over the last 30 days, against 3.6 before that.
- 2
55% of low-rated reviews are about billing
21 of the 38 reviews at three stars or below are about billing. 62% of them are at Croydon. Reviews that mention it average 2.5 stars, against 4.1 overall.
- 3
22 low-rated reviews are still unanswered
The group has replied to 57% of its reviews, but to 42% of those at three stars or below, which are the ones a new customer reads first. The oldest has been waiting 88 days.
- 4
Bromley shows what good looks like
It averages 4.6 from 24 reviews and answers 83% of them. Across the group, customers praise care most (39 reviews, 4.9 stars).
Average rating
4.12
from 138 reviews
Three stars or below
28%
38 of 138 reviews
Reviews answered
57%
42% of low-rated ones
Low-rated, unanswered
22
oldest waiting 88 days
How the 138 ratings break down
02|Locations
Croydon is costing the group 0.25 stars
Each location is reviewed on its own listing, so this is the one place the 8 of them can be read side by side. The location costing the group most comes first.
| Location | Rating | Last 30 days | Reviews | Low-rated | Answered | Effect on group rating |
|---|---|---|---|---|---|---|
| Croydon | 3.0 | 2.3 down 1.3 | 25 | 15 | 12% | -0.25 |
| Epsom | 4.1 | 3.7 down 0.7 | 14 | 4 | 43% | -0.01 |
| Dartford | 4.1 | too few to say | 13 | 4 | 46% | 0.00 |
| Sutton | 4.3 | 4.4 up 0.2 | 17 | 4 | 65% | +0.02 |
| Kingston | 4.4 | too few to say | 14 | 2 | 64% | +0.03 |
| Sevenoaks | 4.5 | too few to say | 11 | 2 | 100% | +0.04 |
| Wimbledon | 4.4 | 4.3 down 0.2 | 20 | 4 | 65% | +0.05 |
| Bromley | 4.6 | 5.0 up 0.5 | 24 | 3 | 83% | +0.11 |
Effect on group rating is the group's average with the location in, minus its average with the location left out. Last 30 days is compared with the rest of the period. Locations with fewer than five reviews are not compared.
What Croydon costs the group
4.12with it4.37without it
Croydon received 15 of the group's 38 low-rated reviews (39%).
What recovery takes
59five-star reviews
That is what it takes, on reviews alone, to bring Croydon from 3.0 back to 4.4, where the other locations sit.
03|What drives low ratings
55% of low-rated reviews are about billing
What the reviews at three stars or below are actually about, and which locations they come from.
Share of the group's reviews at three stars or below that are about each subject, and the average rating of every review that mentions it. A subject is listed when at least three low-rated reviews raise it.
Where each complaint is concentrated
| Low-rated reviews | Billing |
|---|---|
| Croydon | 13 |
| Epsom | 3 |
| Dartford | 1 |
| Sutton | 1 |
| Kingston | 1 |
| Sevenoaks | 0 |
| Wimbledon | 2 |
| Bromley | 0 |
Number of reviews at three stars or below, by location and subject. The darker the cell, the more of them.
04|Replies
22 low-rated reviews are waiting for a reply
A low-rated review with no reply is the first thing a new customer reads. This is how many have one, and which to answer first.
Reviews answered
Answered, by location
The ones to answer first
74
days
Croydon · 1 star · Grace O.
“Cancelled within the notice period and still lost my deposit.”
61
days
Croydon · 1 star · Mei L.
“The bill was nearly double the estimate and nobody could explain why.”
60
days
Kingston · 1 star · Omar Y.
“Charged for a treatment nobody told me about until I was at the desk.”
27
days
Croydon · 1 star · Grace O.
“Paid a deposit for a treatment that was then cancelled. Still waiting for the refund.”
12
days
Croydon · 1 star · Kwame E.
“The invoice listed an x-ray I never had.”
Written reviews at three stars or below with no public reply, the lowest rated first and then the longest waiting: 5 of 22.
05|What to do next
Three priorities, in order
Drawn from the findings above: what to fix first, the evidence for it, and what it is worth.
Fix billing at Croydon
Why
13 of Croydon's 15 low-rated reviews are about billing, and 60% of its low ratings arrived in the last 30 days.
What it is worth
Bringing Croydon level with the other locations would lift the group from 4.12 to 4.37. On reviews alone, it takes about 59 five-star reviews to bring it back to 4.4.
Reply to the 22 low-rated reviews still waiting
Why
Only 42% of reviews at three stars or below have a reply. Croydon answers 12% of its reviews, the lowest in the group.
What it is worth
Start with the oldest: it has been public and unanswered for 88 days.
Protect what customers praise: care
Why
39 reviews praise it, at 4.9 stars on average. Bromley is the location to learn from.
What it is worth
Bromley averages 4.6 and answers 83% of its reviews.
06|Everything that was said
148 reviews and mentions, 70% of them positive
Every review and every public mention from the last 90 days, across 4 sources: how many, how they read, what they praise and where they came from.
Reviews and mentions per day
70%
positive
Net sentiment
+51
down 15 pts vs prev period
What customers praise
- care39
- appointments33
- reception21
- cleanliness7
Where it was said
- Google Reviews138
- Google News4
- Reddit4
- YouTube2
07|Worth reading
The reviews to read in full
A curated handful: the mentions that need attention first, ranked by severity, then the strongest positive mentions. In your report, every one is a real mention you can open.
Needs attention first
“Paid a deposit for a treatment that was then cancelled. Still waiting for the refund.”
17 Sept 2026
Needs attention“The bill was nearly double the estimate and nobody could explain why.”
10 Oct 2026
Needs attention“Charged twice for the same appointment. It took three calls to fix.”
9 Oct 2026
Needs attentionStandout positives
“Evening appointments make this so much easier around work.”
8 Oct 2026
“Reception sorted my booking in one call and sent a reminder.”
7 Oct 2026
Brightwell Dental opens new practice in Dartford
“The group's eighth practice has opened on the high street with four surgeries and evening appointments.”
5 Oct 2026
08|How it was read
How this report was put together
What we read
148public posts
From Google Reviews, Google News, Reddit and YouTube, 14 Jul 2026 to 12 Oct 2026.
What each one was read for
4questions
Is it about you, is it positive or negative, what is it about, and how serious is it.
What was left out
10star ratings
A rating with nothing written is counted in the averages, and never guessed as positive or negative.
The reading is done by AI and tested against posts a person sorted by hand. Every answer it gave in that test is published, at earshot.watch/methodology.
Report generated 12 Oct 2026 for Brightwell Dental Group, covering the last 90 days. Prepared with Earshot brand monitoring.
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