Reputation is crucial in the automotive industry, as it directly influences consumer purchasing decisions and can significantly impact sales.
According to Reputation’s annual North American automotive industry report, reputation management is a strategic priority for dealerships and automakers. Notably, the report shows that 152 top-performing dealerships achieved a Reputation Score of 900 or higher, reflecting their strong focus on customer sentiment and engagement.
Based on data from 5.5 million car buyers, Reputation’s AI-powered platform and an annual consumer survey uncovered the direct link between reputation management and business performance. Automotive brands improving their Reputation Score by 150 points can increase sales by up to 10%, underlining the financial benefits of prioritising customer satisfaction.
Joe Burton, CEO of Reputation, said: “In today’s hyper-competitive automotive sector, a great reputation is a clear strategic imperative. Our data demonstrates that dealerships who run their businesses on Reputation Scores, allowing them to quickly analyse and act on customer feedback, can unlock significant business growth and customer engagement.”
High-scoring dealerships also drive significant digital engagement, generating seven times more actions on Google Business Profiles compared to lower-scoring locations. This enhanced visibility and interaction play a crucial role in attracting and converting potential buyers.
The report includes an annual ranking of brands and dealerships based on Reputation Score, an AI-fueled metric measuring sentiment, visibility, and engagement on a 100 to 1,000 scale. This metric is increasingly recognised as a key performance indicator in the automotive sector.
To improve their Reputation Score and market position, dealerships are encouraged to adopt a comprehensive reputation management strategy. Key practices include actively soliciting and responding to customer feedback, ensuring accurate business listings, and leveraging personalised communication to enhance the customer experience.