'More than 75% of shoppers on
Brands With the Best Experience
Review-driven reputation insights can create significant competitive advantages for dealers. In the rapidly evolving automotive marketplace, where brand loyalty is at an eight-year low2, dealerships turn to consumer reviews to sharpen their competitive edge. From a comprehensive analysis of
The analysis also drilled down into six critical categories that impact a brand's overall rating, including pricing transparency, trade-in experience, transaction speed, financing experience, and business responsiveness to reviews and vehicle inquiries.
Pricing Transparency: Affordability and price are a primary concern, influencing 53% of car shoppers.3 The brands that consumers found to be the best when it comes to price transparency were Mini* and Mitsubishi in the mass-market category, with
Trade-in Experience: Currently, 50% of car shoppers plan to trade in a vehicle before their next purchase.4 Brands that stand out for delivering a positive trade-in experience include
Transaction Speed: The process of a quick and seamless transaction is crucial for ensuring a quality customer experience. This is particularly evident in the automotive industry, where some brands have distinguished themselves in providing such experiences. Notably, Chevrolet, GMC, Mini* and Subaru are recognized for their efficiency in the mass-market segment.1 In the luxury segment, Acura,
Financing Experience: With 44% of car shoppers planning to get financing in person at the dealer,5 a positive experience is crucial. When it comes to financing, many brands stood out: Buick, Chevrolet,
Review Responsiveness: Only 40% of dealers respond to all reviews,6 yet 88% of consumers are inclined to use a business that actively engages with reviewers.7 While none of the brands achieved an experience rating over 50%, the top brands are Honda and
Vehicle Inquiry Responsiveness: In a competitive industry, the speed of response to customer inquiries can significantly impact sales. This is particularly true when shoppers submit emails to dealerships asking about a specific vehicle. The ability to respond swiftly to these requests is a critical factor in securing a sale. In the mass-market segment, Mini* stands out in the lead response category; similarly, Alfa Romeo* has distinguished itself among luxury brands.1
The power of reputation in automotive retail emphasizes that reviews serve as a vital feedback mechanism, reflecting not just consumer sentiment but also guiding improvements in customer service.
Cars.com Experience Report
The Cars.com Experience Report is more than a measure of consumer satisfaction; it's an analytical tool that breaks down ratings across various aspects of the dealership experience. It factors in recent reviews more heavily, with those garnering fewer than five reviews in a 24-month span marked as 'Not Yet Rated.' Notably, the report also includes metrics like review response rates and lead response quality, with a keen focus on financing, trade-in and price transparency from across review platforms on
*Brands with a lower volume of reviews (under 10,000)
1Cars Commerce Internal Data
2S&P Mobility,
3Cars.com consumer survey,
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6 Cars Commerce Analysis,
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About Cars Commerce
Cars Commerce is an audience-driven technology company empowering automotive that simplifies everything about buying and selling cars. The Cars Commerce platform includes the flagship automotive marketplace and dealer reputation site
SOURCE Cars Commerce
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