2023 Voice of the Customer Report from Widewail

[jakehughes]

Hey all,

Widewail analyzed 800,000 automotive Google reviews from the Widewail Automotive Reputation Index to isolate what actually compels dealership customers to leave a good or bad review.

Then, we distilled our findings into a report – filled with advice on maximizing positive reviews and minimizing negatives – any GM, dealership digital manager or local business marketer can follow to build a successful reputation and business strategy in 2024.

We’re calling it the 2023 Voice of the Customer Report.

It’s packed with insights:

• The primary driver of positive reviews IS NOT the primary driver of negative reviews. See what is on page 10.
• Focusing on this simple detail in your service department will eliminate the topic mentioned in 37% of negative reviews. Go to page 21.
• Monitor 5 key topics for spikes to maximize positive reviews. Go to page 12.
• Investments in these 3 popular programs will only influence 5% of positive reviews. Go to page 22.
• Traditional dealerships, dealer-sold EVs and DTC EVs have vastly different customer negativity. Go to EV Sentiment Trends on page 30.
• The elite top 29% of dealers generate over this many monthly reviews. Go to benchmarks on page 8.

You can download the report immediately right here.

Jake
https://www.widewail.com/2023-voice-of-the-customer-report