Seven of 10 car shoppers state that reviews of dealerships are a ‘very’ or ‘extremely’ important part of their research process.
Less than one-third of all dealer reviews, based on research, are answered. A missed opportunity, the analysis shows that dealer review response rate positively correlates to a higher average star rating.
This same trend holds true all the way to the state level. Delaware, the highest rated state (4.7/5), has an average response rate of greater than 60 percent. Conversely, the state with the lowest average dealership rating, South Dakota (3.9/5), is home to dealerships with an average response rate of less than 10 percent.
AUTOMOBILE INDUSTRY RESEARCHCapgemini Consulting
The 2017 Cars Online Study
Give Customers a Green Light to Pick Your LocationOur reporting suite helps you to build better customer relationships, allowing you to create a loyal customer base who are more likely to recommend you others. Reply to every review to show you care about your customers, including negative feedback, which is essential to show where you can improve.
Dealerships, repair shops, independent mechanics, oil & tire change retailers gain a new level control over their reputation and local presence:
- Track ratings progress over time.
- Run sentiment analysis to look for themes in customer feedback – critical for finding current strengths and weaknesses.
- Connect local marketing spend to changes in phone calls, directions, and web visits.
- Track local performance to see how people are engaging with your presence on Google.
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