Dealers, owners, and sales teams – the importance of customer feedback can’t be overstated. With so many buyers relying on online reviews and feedback, it's crucial to understand how customer perceptions can significantly influence your dealership’s success. These startling statistics reveal why it’s essential to actively manage and respond to customer input to maintain and grow your business.
In today’s world, customers are doing their homework. 90% of buyers look online to see what others have to say before they make a decision* . And here’s the truly scary part: 75% of them trust online reviews more than personal recommendations from family and friends * . That means if your dealership’s reputation isn’t solid online, it can drive away potential customers before you even know they’re interested.
Worse yet, a single bad review can send customers running. Nearly 94% of consumers say a negative review has convinced them to avoid a business * . This makes managing online reputation essential to keeping customers coming through the door.
You might think you’re listening to your customers, but are you really? While 75% of businesses believe they are tracking customer engagement * , 79% of customers feel like their feedback is completely ignored * . That’s a huge disconnect that could be costing you repeat business and valuable insights into what your customers want.
Ignoring customer feedback is the fastest way to lose them. In fact, over half of customers now expect more personalized service* , and 32% of customers will leave after just one bad experience *.
If you think customer expectations are the same as they were a few years ago, think again. 54% of customers report that they expect more from companies in terms of service and attention than ever before* . Customers want to feel valued and connected. If they don’t get that from your dealership, they’ll find it somewhere else – fast. And it doesn't stop there: the rise of social media means customers are more empowered to voice their concerns, which can quickly spread and impact your reputation*.
Want to learn more about how to manage customer feedback and boost customer satisfaction? Get started with our free Reputation Scorecard Report. It’s an easy way to evaluate how your dealership is doing and uncover opportunities to improve your online reputation.
Click here to request your free report now!
Sources: Forbes, Business Insides, Kolsky, Harris, Microsoft, and Accenture