Who cares what people are saying about you online?
By now, you know the answer: everyone that is shopping for a car on your lot. For dealerships, online reviews offer an opportunity to establish credibility and trust among prospective customers – or they can quickly destroy both when things go wrong.
Our experience with user reviews and online community runs deep (notably, our founder and CEO was the co-founder of travel review site, TripAdvisor). More than 7 million unique monthly visitors research and shop for cars on CarGurus, and we invite each shopper that contacts a dealership through our site to submit a review of his or her experience. More than 250 of these shoppers take the time to do so daily.
Recently we spent some time analyzing 100K of our most recent dealership reviews, and I wanted to share some insights from this study that I believe will be useful to your dealership.
The biggest takeaway from our dealership review research is that the majority of dealerships are nailing it when it comes to customer satisfaction are… [Read more…]