2024 Automotive Voice of the Customer Report Back from Widewail for Year Two

[jakehughes]

The 2nd Annual Widewail Automotive Voice of the Customer Report is live today. What can 8.1M Google reviews reveal about the dealership experience of today? Who are the winners, the losers, and what do dealers need to avoid in 2025?​

To find out, Widewail analyzed millions of dealership Google reviews with AI technology to isolate what compels a good review, bad review, and how all aspects of customer experience are trending in automotive this year.

We changed the format to get you right to the insights that matter most this year:

STAFF: Negative mentions are up 20% YoY. What’s behind the trend?

COMMUNICATION: Still the #1 driver of negative reviews. But is it improving?

WAIT TIME: Negativity is way down, the most of any topic in this report. See which 7 other topics saw negativity decline in 2024.

PRICE: Complaints and praise are evolving. We interpret why service pricing complaints are rising.

You can get the 2024 Automotive Voice of the Customer Report immediately right here. (no email required this year)

-Jake