Understanding, collating and responding to complaints and reviews is now a massive task for automotive retailers with multiple online platforms to monitor and practically immediate responses expected.
With customer experience arguably the most important battleground, one bad review or unanswered complaint could sway a car buyer’s decision.
Reputation’s 2023 Auto Report found that year-on- year, review volume increased by 11%, with last year recording peak review volumes for the past three years.
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Rob Wood - 11/06/2024 11:01
Debbie, some really interesting information in your latest publication "Dealers' successful management of complaints and reviews readily translates into profit." and as Automotive Managements latest AM Awards Winner for "Best Customer Service" I concur with many of your thoughts (although not all! :-) Best wishes Rob Wood (MD) Beechwood Derby Ltd