Traditional British reluctance to complain about poor service is being swept away as multiple internet channels enable consumers to become more ‘opinionated’. It’s not realistic to expect everyone to be happy and bad reviews lend credibility. And companies should learn to see the value in negative comments.
Negating a negative is a genuine thing and, of course, two negatives make a positive! At JudgeService, if you choose to publish your testimonials, we publish all of them (unlike some other review providers that cherry pick and only show the good ones to fudge the results).
A Picture speaks 1000 words.
And what better picture to share than the moment the keys are exchanged for a shiny new car!? Now you can snapshot your handover, get a star review instantly and share it with the world! With JudgeService’s Snap ‘n’ Share this couldn’t be simpler, with customers being able to give you an instant star rating at the touch of a button.
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.
53% of recent new car buyers claimed that dealership testimonials and reviews were an important factor in the car buying process – with just over half (51%) for recent used car buyers.*
As car shoppers do more online research and engage with other customers before making a decision to head into a dealership, online reviews can be gold. Many dealerships use digital channels such as email marketing, digital advertising and social marketing, 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 balance.