Business Reputation is built by either advocates or critics of a brand, product or service. How prospects hear about what fans or detractors say about companies is through word-of-mouth or a few simple searches online. 97% of consumers say they look at online reviews before purchasing* and they read 10 pieces of content and reviews before making their decision.
Why is customer satisfaction so important?
Customer satisfaction plays an important role within your business.
Not only is it the leading indicator to measure customer loyalty, identify
unhappy customers, reduce churn and increase revenue; it is also a
key point of differentiation that helps you to attract new customers in
competitive business environments.
During this year’s Automotive Management Live event, we shared JudgeService’s new data analysis for the first time, spelling out what it takes to create a loyal customer who also acts as an advocate for the business.
We are continually analysing data to discover the key drivers of customer care, retention and what turns car buyers into what we call raving fans, those people who are extremely likely to recommend a business. Throughout this work we have been able to determine the key elements which dealers have to get right in the eyes of consumers,
to be considered as delivering excellent customer service.
The result of surveying customers for over six years has seen us being able to analyse
hundreds of thousands of rows of data and verified answers and, with the help of data analysts and ‘the Voice of the Customer’ we have been able to bring this data to life.
We have created a special White Paper: The General Data Protection Regulations – things you need to look out for. This overview highlights the key themes of the new General Data Protection Regulation (GDPR) that are likely to affect you – all business in the UK will be affected by the Regulations. It explains the similarities with the existing UK Data Protection Act 1998 (DPA), and highlights the things you need to look out for with the new data requirements
The digital age has changed the way consumers and providers can share what used to be known as word-of-mouth information. More and more people are becoming social about seeking reviews. Social Media Examiner researchers found that visuals increase people’s willingness to read a piece of content by 80%. With this in mind, we have created Snap ‘n’ Share – the first of our new social media products that will amplify reviews by sharing them with customer’s friends or like-minded vehicle buyers.
It can be one of the most infuriating aspects of business – why a visitor to your site was not converted to a sale. As we have established, much of the research about a car or dealer is done online, so a visitor should be the hottest lead you can have. Perhaps a customer was disappointed by what they were offered in any part exchange deal, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. Wouldn’t it be so much easier if you had these answers at your finger-tips? Well, now you can.
At JudgeService we believe in trust, and as an independent review provider we are dedicated to bringing unbiased, honest and accurate customer reviews. Clients can choose to use our research for internal purposes only but where we publish any reviews we publish them all – good or bad. Reviews are published on our client’s websites, our website, Auto Trader, Motors, Facebook and Trusted Dealers.
JudgeService is the UK’s most effective automotive online review provider and understands how powerful reviews are in influencing buyer behaviour and aiding a conversion. This industry knowledge and expertise means we are perfectly placed to share our top 12 tips for best practise car dealer reviews.
Our latest insightful Automotive Industry Paper, How dealers can improve costs, profits and efficiencies using online reviews, highlights how dealers can embrace the power of online reviews, the importance of remaining open – even when closed, and how JudgeService can help.
We have developed a series of insightful Automotive Industry Papers to highlight the key issues and discussions in the industry. The first of these pieces, The power of car dealer reviews: helping car buyers make the right choice details the power of online reviews, the importance of trust in reviews, customer relationships in the digital age, and how JudgeService can help.