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Why reviews matter in 2021

Why should you pay attention to your reviews? Car buyers are continuously looking online to find out more about where to make their purchase. Consumer reviews have proven to drive sales, and are something the majority of customers will want to see before deciding where to purchase from. Online reviews …

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Online Reviews – outsourcing vs in-house

Outsourcing your online review management or keeping it in-house isn’t a decision to make lightly. Both have their advantages but it’s important to know what to expect before you commit to doing it yourself.

With the endless amount of review sites and social media platforms popping up, the job of online review management has become a multi-faceted experience that now includes areas such as: monitoring and responding to online reviews and posts, replying to customers on review sites and generating positive reviews. With everything that is included in review monitoring, the process of incorporating it efficiently into your business and aligning it with your goals is almost impossible; without the right tools in place.

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How to Reply to Reviews

We have already established the importance of replying to online reviews.

Companies can fail or succeed based on customers satisfaction and online reviews have a huge impact on your business.

Not only can reviews from your customers provide valuable feedback for your business, but replying to them can help build your customers’ trust. If you opt to publish your responses, prospective customers will see both the customer review and your response. This can enhance your reputation as a company that cares.

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A clear view of your business

Part of the problem with measuring your customer services process and customer satisfaction is that the areas that lead to dissatisfied customers are often subtle and difficult for staff to pinpoint.

For example, perhaps a customer was disappointed by what they received in part exchange, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. One particular mistake that’s often made by the staff at dealerships is failing to follow up on a lead, due to having assumed the process was concluded, when the customer may have been waiting for a call.

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Only Genuine Reviews

At JudgeService we believe in trust, and as an independent review provider we are dedicated to bringing unbiased, honest and accurate customer reviews. Clients can choose to use our research for internal purposes only but where we publish any reviews we publish them all – good or bad.

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Do you ever ask yourself, “Why didn’t that customer buy?”

It can be one of the most infuriating aspects of business – why a visitor to your site was not converted to a sale. As we have established, much of the research about a car or dealer is done online, so a walk-in visitor should be the hottest lead you can have. It’s obviously not that easy.

Perhaps a customer was disappointed by what they were offered in any part exchange deal, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. Wouldn’t it be so much easier if you had these answers at your finger-tips?

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The importance of replying to online reviews

We have already identified how important reviews are to your dealership. On top of this, nearly half of your potential customers will be searching for their future car when you are not open, forming opinions about your dealership outside of the 9 to 6.

In a nutshell, positive online reviews can be the deciding factor for consumers buying from your dealership.

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Embracing the digital revolution

The digital age has changed the way consumers and providers can share what used to be known as word-of-mouth information. At the end of 2016, the rate of communication by consumers across digital channels surpassed everyone’s expectations, and it is predicted to be an even greater influence throughout 2017.

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Unparalleled levels of reporting

JudgeService customers have access to unique levels of reporting. The reporting suite provides unparalleled granular detail, making it easier for YOU to identify buying trends and/or potential issues.

Traffic Light Screen sample 1

Our unique traffic light approach enables you to compare your results with others in the industry, and provide a comparison with the National average (based on JudgeService national figures).

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