Why is it Important to Reply to Dealership Reviews Online?

The Importance of Online reviews to your Car Dealership

So how important are reviews to your dealership?  Well, if people are going to go online to find the best place for coffee, then they are going to go online for reviews for the second most important purchase they are likely to make.  Not only that, but 70% of consumers will be searching for their car when you are not open, forming opinions about your dealership outside of the 9 to 6.

If you have positive dealership reviews online, DealerRater and Dataium have found that 90% of car shoppers are more likely to visit your website. Another report conducted by Mintel has found that 81% of consumers seek online reviews before purchasing any product and that consumers will read at least 10 reviews on your dealership website.  In a nutshell, positive online reviews can be the deciding factor for consumers buying from your dealership.

Respond to Reviews to Maximise Your Ratings

A recent survey by cars.com show that a low percentage of dealerships respond to reviews (33%).  Looking at the research in more detail, dealerships with a low percentage of responses, less than 10 percent, have lower ratings whereas dealerships with a response rate over 60% enjoy higher ratings. Not only that, but research from DealerRater and Dataium also shows that car buyers are 90% more likely to visit your website if you have positive car dealership reviews online.

ALWAYS Respond to Negative Reviews

Try to always respond to and follow up on negative reviews to limit the damage.  Once you have replied to a negative review, remember that the conversation can then be taken offline to ensure a swift and positive resolution.  Keep in mind when responding to these reviews that the quicker the response  the better.  Future customers will see that you care about your customers.  Remember that the JudgeService reporting tool can be accessed on your mobile device so take advantage of this and try and respond as soon as possible.  Some dealerships make it a policy to respond within 2 hours of a posting which shows your customers that you care about them and that you are actively working to improve your business.

Car dealerships can fail or succeed based on customers satisfaction and online dealership reviews have a huge impact on your business.  Make sure that you are utilising this vital information to nurture and grow your customer base and to expand your raving fan base.

 

Overview of your survey responses

JudgeService offers our customers a facility to check out their survey scores and see the results as a summary in the Management Reporting Section. If it’s just a quick glance or overview of your survey answers that you require, you can head straight to the survey answers section in the reporting suite of the JudgeService system.  However, if you wish to export survey answers, we advise using the report builder, which can be found in the reporting section of the JudgeService system.

Responses to Reviews

Ensure that you are responding to both positive and negative survey results using the right to reply function.  Remember that you can take a conversation off line once you have replied to a comment to make sure any issues are fully resolved.  The JudgeService system is also fully supported on all mobile devices, IOS and Android so that you can look at and respond to reviews outside of office hours.

 

Leave a comment