Topic: reputation management
It’s no secret that today’s buyers use the internet to inform their purchases. With so many resources available, digital makes it easy to research makes and models and compare prices. But it’s not just about price: almost two-thirds (62%) of buyers won’t contact a dealer before checking their reviews, according to a CarGurus consumer poll. That’s because reviews help validate the dealership experience and build a buyer’s trust with a dealer before ever setting foot on the lot.
Not only do reviews give buyers the transparency they crave, helping them choose one dealership over another, but they also benefit you, the dealer. CarGurus dealers with a 4-star average rating or better receive over 50% more connections per vehicle than dealers with a 1-star average rating. Plus, a stellar reputation will help you earn the prestigious CarGurus Top Rated Dealer Award, which helps you bolster a cycle of trust and transparency between your dealership, existing customers, and in-market car buyers.
Luckily, there’s a lot you can do to grow your reputation online. Here are some simple tips for managing your reputation and building trust in your dealership.
Congratulations to our Top Rated Dealers who are part of an exclusive group of CarGurus dealers with an average dealer rating of 4.5 stars or higher. Your award is the result of your commitment to customer satisfaction and the consistently great reviews you’ve received from the people who matter most: your customers.
You’ve put in the hard work to earn the award, now it’s time to put the award to work for your dealership. Here are our top tips for showcasing your achievement using the assets available to all winners on a paid listings package:
It’s that time of year again! Congratulations to all the dealers recognised as winners of the 5th annual CarGurus Top Rated Dealer Awards. This prestigious award celebrates an exclusive group of dealerships with the highest average ratings from CarGurus buyers. Each dealer in this group had an average dealer rating of 4.5 stars or higher and a minimum of five verified customer reviews in the last year, signifying their commitment to exceptional customer service.
While the UK continues its lockdown, there’s plenty dealers can be doing to fine tune aspects of their business which will enable a faster recovery as business returns. Online reputation management is one such area of opportunity.
Reviews are an easy way to impress buyers who are undecided about where to purchase during the lockdown. Underlining their importance: a previous CarGurus study found that nearly 70% of car buyers check online reviews before contacting a dealer.* The study also revealed just how impactful a positive online reputation can be for attracting customers—a quarter of survey respondents said reputation is the most important factor when choosing a car.
It’s a growing trend, too, with third-party research identifying the 18-34 age bracket as most likely to be influenced by online reviews. According to the research, 91% of this age group place as much trust on online reviews as on word of mouth.**
Some examples of positive consumer reviews left during COVID-19:
Whether you’re already a CarGurus Top Rated Dealer (congrats!) or you’re striving to become one, below are our top tips for online reputation management:
One day you decide to see what people are saying about your dealership online and you’re appalled at what you find: someone left a scathing one-star review! You immediately feel enraged and want to lash out at the reviewer because they’re giving people a false impression of your business.
But before you do anything hasty, take a moment to consider the best course of action. Bad reviews are a fact of life in today’s digital world where anyone can leave one on platforms such as Facebook, Google, Yelp, and Yahoo — not to mention auto shopping sites like CarGurus. There’s a smart way to handle the situation, and when done right you can improve your company’s reputation.
In today’s digital world, reviews are everywhere. Sites like Yelp and TripAdvisor, and even auto shopping sites like CarGurus give people an easy way to share their buying experiences—good and bad—with fellow shoppers. For consumers, reviews provide the transparency they need to make informed buying decisions.
But reviews aren’t just about customer satisfaction. Your dealership can leverage them as a powerful marketing tool to drive customers to your dealership. In order to use them to your advantage though, you need to start paying attention—and responding—to them.