How Blackhawk Network Became a 5-Star Brand in One Year of Dedicated Work
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IndustryGift Cards and Cashbacks
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ServicesPissedConsumer Review Management
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LocationUSA
About
Blackhawk Network (BHN) is a global branded payments provider that connects brands and consumers through prepaid products, gift cards, digital payments, and rewards. The company serves businesses and end-users across retail, ecommerce, and financial services.
Objectives
Blackhawk Network joined PissedConsumer as a Bronze client with a clear mission: to regain customer trust and protect its reputation.
Their average rating stood at 1.4 stars at the start of their journey, and their review page lacked visible consumer engagement.
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Improve Customer Satisfaction
Achieve sustainable rating growth on PissedConsumer
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Resolve Customer Issues
Address and resolve significant number of posted complaints effectively
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Build Customer Trust
Showcase company culture focused on customer care and satisfaction
Customer satisfaction isn’t just a goal for us—it’s a core part of our business strategy. We don’t just wait for customers to reach out with concerns — we actively monitor feedback and trends to anticipate needs.
José Estévez
Senior Manager Call Center at Blackhawk Network
Solutions
The Blackhawk Network team took a customer-first approach, backed by strategic use of PissedConsumer tools and services available under the Bronze plan.
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Consistent Review Management:
Blackhawk’s customer service representatives began actively responding to user complaints and questions on the platform, showing genuine interest in resolving concerns.
With real-time notifications, representatives could react to new reviews more quickly and resolve customer issues during the initial interaction.
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Proactive Customer Engagement:
Blackhawk didn’t wait for issues to escalate — they reached out to dissatisfied customers directly and made efforts to turn around negative experiences.
As Bronze plan users, they can access the reviewers' contact data to address issues privately, which is a more effective approach than just responding to complaints in comments.
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Dedicated Resolution Team:
To ensure the effective and timely resolution of unique inquiries, BHN has assigned a specialized internal team to investigate and resolve consumer issues promptly and fairly.
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Feedback Loop Integration:
The company analyzed customer feedback trends from reviews and translated insights into actionable steps for product and process improvements.
Outcome
In less than 12 months, Blackhawk Network achieved a dramatic transformation in online reputation:
The highest rating improvement among 160,000 companies in 2024
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12%
Surveyed customers reported that the company resolved their issues
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82%
Customer satisfaction is showing a strong boost in service quality
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9/10
Customers are satisfied with the proposed solution
The Voice of Satisfied Customers
Real stories from satisfied customers who appreciated Blackhawk Network’s service and support on the PissedConsumer.
“Through navigating Customer Service, I learned how professional they are and how efficient they are at resolving any issue, no matter how big or small.”
“Representative resolved the issue, and I had the card renewed within a few minutes”
“I called BHN and they replaced the card within minutes. Excellent customer service.”
“You can use the services offered by Blackhawk Network with complete peace of mind, since under any circumstances you will have a team that can attend to any request, inconvenience or doubt you may have.”
“Company fixed the issue and I have been provided with product replacement. They checked in and made sure it was all working and everything.”
“It's been a long time since I have had customer service etiquette that left me speechless! But 5 stars to you! Yes.”
Consumers Choice Award Winner 2025
Blackhawk Network is a recognized company for delivering exceptional customer satisfaction and engagement.
PissedConsumer’s Consumers Choice Award is a testament to the hard work of the BHN’s team, which has resulted from a systematic review management and a commitment to self-improvement and customer-oriented issue resolution.
The BHN’s success on PissedConsumer demonstrates how companies committed to improving and making customers happy can return customer loyalty and overcome reputational issues.
Winning this award is a testament to BHN’s unwavering dedication to putting customers first. Customer satisfaction isn’t just a goal for us — it’s a core part of our business strategy.
José Estévez
Senior Manager Call Center at Blackhawk Network
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