5 Tips to Get Better Dealership Reviews Online

5 Tips to Get Better Dealership Reviews Online

Did you know that car shoppers are 90% more likely to visit your website and 5.3 more likely to visit your dealership if you have positive dealership reviews online? The study, conducted by DealerRater and Dataium, clearly reveals that dealer reviews have a strong impact on shopper behaviors.

Industry statistics also reveal that 7 out of 10 auto shoppers believe that online dealership reviews are either a “very” or “extremely” important part of their research process. Consumers will read an average of 10 reviews about your dealership and online reviews are almost essential to attract the millennial consumer. 81% of consumers age 18-34 say they seek opinions through online reviews before purchasing any product or serviceaccording to a recent report from Mintel.

As auto shoppers do more online research and engage with social peers before making a decision to head into your dealership, online reviews can be gold. Dealerships are utilizing digital channels such as email marketing, digital advertising, social marketing, and online content to build brand awareness. But when it comes to the final decision of which dealership to actually visit, positive online reviews can be the deciding factor in tipping the scale in your favor.

Here are 5 tips to improve your dealership’s online reviews.

customer experience car dealership

1. Deliver Amazing Customer Experiences

This is of course is the ultimate rule to receiving positive reviews. Consumers are using more digital connections when shopping for products and services. Because human interactions are occurring less frequently, be sure to optimize the experience across digital channels. Consumers expect a seamless experience across, whether they are online, calling your customer service department, or visiting your dealership. When you do get a consumer into your dealership, make sure your customer service is a five-star experience that your customers will rave about. When you deliver a great experience, a survey by American Express found that happy customers tell an average of nine people about their experience.

2. Ask For Reviews When Consumers Are Most Likely to Leave Them

While unhappy customers can’t wait to leave a negative review, your satisfied customers may need a bit of encouragement. According to a survey by Cars.com, consumers leave reviews most frequently during business hours. 52% of dealer reviews were posted on Cars.com on Tuesdays, Wednesdays, and Thursdays, between the hours of 10 AM to 4 PM. Since consumers are more inclined to leave reviews during these time frames, send out requests for reviews to correlate with these peak hours. Happy consumers are also less likely to leave a review than dissatisfied consumers so a friendly request during these times will increase the chances of getting more reviews.

3. Respond to Reviews

The Cars.com survey revealed that only 33% of dealerships respond to reviews. Companies that do take the time to respond have higher response rates and better levels of engagement. According to the research, “Dealerships in Delaware have an average response rate of over 60 percent (the highest in the US) – and enjoy aggregated ratings of 4.7 of 5; while South Dakota dealerships, which collectively only respond to reviews at a rate of less than 10 percent, have lower ratings with an average of 3.9 of 5.”

4. ALWAYS Respond to Negative Reviews

You won’t be able to please all of your customers all of the time so be ready to follow up on negative reviews. Consumers who have had a bad experience want to be heard and swift attention will mitigate damage. Be sure you are monitoring review sites and social channels, especially during weekend hours. Negative reviews are 19% more likely to be written on a Saturday, Sunday, or Monday after a bad weekend experience and you don’t want these complaints to slip through the cracks. Remember, consumers will pay attention to positive reviews but will also pay close attention to negative reviews to see how the problem was handled.

5. Implement an Online Review Management Process

Consumers have easy access to dealership review sites so be sure you have a process in place to monitor these third party sites. There are a host of sites that you must continually monitor, such as Cars.com, DealerRater.com, Edmunds.com, and Google+ to name a few. Dealer review monitoring services can also be implemented to help you keep tabs on each of these sites. Just be sure to keep on top of what consumers are saying to protect your reputation.

Auto dealerships can fail or succeed based on customer satisfaction. Online reviews and ratings have a great impact on your dealership. Be sure you aren’t ignoring this valuable strategy to nurture your business and grow your customer base. And by doing so, you can promote your good work by marketing your reviews to gain more appointments and future sales.

To learn how to close more deals and create lasting customer relationships with a positive customer experience, download this free Data-Driven Automotive Marketing guide.

free automotive marketing guide

Views: 367

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Comment by steven chessin on April 8, 2016 at 2:59pm

Re : # 1 

Many reviewers are delusional ! We were recently accused of sending a repo tow truck and then burning the customer's car ---  when the car is not even financed by the dealer -- and what sort of profit do we get for criminal arson ?!  In the customer's vivid imagination a dealer is held responsible for all manner of incidences.   

Several years ago I bought a car and on the second day I drove over broken tire-chains on the highway - blowing out a tire. The dealer called me to make sure everything was OK and I told them what happened. They sent a tow truck and put a new tire on for no charge. Most would not do that  ---  but they understood that this is exactly how to win positive reviews. Sure it cost them maybe a hundred dollars but I am sure that the review got them sales.    

Latest Activity

Dave Anderson posted a blog post

Face and Fix These Four Excuses

Excuses are common amongst underachievers, and when you're trying to live the game changer life,…See More
18 hours ago
John Sternal posted a blog post

Swapalease Data: Are Crossovers Not in Demand for Leasing?

Crossovers Not Seeing Growth in Leasing?A year ago, roughly 7.4% of drivers polled said they would…See More
22 hours ago
Jim Flint posted a blog post
23 hours ago
Jim Flint's blog post was featured

Google Ads Two Changes for Display

In this video blog, Jim Flint, CEO, and Founder of Local Search Group discusses two changes you…See More
yesterday
Simon Hopes posted a blog post

How to Compare Car Insurance Policies

What is Car Insurance?A car insurance is the policy that covers one’s car against all kinds of…See More
yesterday
Mike theCarGuy Correra posted a video

The Key to Long Term Success in Sales

Account Manager Mike Correra shares the key to a dealership's long term sales success in this video blog.
yesterday
Tom Clark posted a blog post

Reasons to Sell Your Dead Car to Car Removal Companies

Your old car just stopped working. When you called a mechanic to have a look at it, they gave you…See More
Monday
Derek C. Dean posted a blog post

Hard skills Vs soft skills or hard skills and soft skills- which is optimal?

Soft skills and training programs for the same seem to be hogging the limelight in recent times.…See More
Monday
Umair Amjad posted a blog post

The Perks of Using Armored Cars & Bulletproof Vehicles

Security is a prime concern for every human being. When it comes to security, then people do not…See More
Sunday
Rob Gehring posted a blog post
Friday
Scot Eisenfelder posted a video

Why the Service Write Up Is Critical

Scot Eisenfelder shares why the service write-up is critical to increased revenue in this video blog.
Friday
Jim Flint posted a blog post

Google Ads Two Changes for Display

In this video blog, Jim Flint, CEO, and Founder of Local Search Group discusses two changes you…See More
Friday
John Sternal posted blog posts
Thursday
Veronica Dunford posted a blog post
Thursday
Stephen Coambes posted a blog post
Thursday
Damian Boudreaux posted a blog post

Relationship Selling - Begin The Shift Now

Gooooooooood Morning! And thank you again for joining us in another video in the series, [name].…See More
Aug 15
Steven Laureys posted a blog post
Aug 14
John Sternal posted blog posts
Aug 14
Harris Scott posted blog posts
Aug 14
Reynalda Lor posted a discussion

Roofing Option For Garage?

Greetings!We are looking for the best roofing option for our dealership garage nowadays. In the…See More
Aug 13

Get Newsletter

© 2019   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service