Internal survey: Boosting business with customer reviews – automobile sector catches up

  • Here's where auto dealers received the most feedback
  • The 10 ratings platforms that dealers and repair services are most likely to integrate into their profile
  • How to increase your ratings to a 4.53 star average rating by actively collecting feedback and aggregating it on your profile

Berlin, November 28, 2017 An internal survey conducted in October 2017 by evaluation platform ProvenExpert reveals that more than ever, auto dealers and their customers are using online reviews and ratings. With an average of 300 ratings per auto dealer, the scale of ratings traffic is significant - and the overall rating too, with auto dealers and services who actively collected collected feedback earning an average of 4.53 stars. More than half of the total number of satisfied customers (53.7%) also left a review.

Here's where auto dealers received the most feedback

Where do customers in the car industry leave feedback, whether negative or positive? ProvenExpert's internal survey identified 10 ratings platforms that auto dealers and auto repair services were most likely to integrate into their profile. The top three places are occupied by Google (75%) with a 4.24 average seller rating, autoscout24 (55%) with 4.35 stars and mobile.de (53.5%) with an average rating of 4.52 stars. Further portals included Facebook (44%), autoplenum.de (16%), KennstDuEinen.de (8%), golocal (6.5%), yelp (5%) and cylex (5%). In terms of feedback collection, most of these external platforms are "passive". "That means anyone can leave a review, whether they are a customer or not. That's why more and more auto dealers and auto shops have started combining passive platforms like these with active management of their customer feedback" according to Remo Fyda, CEO of ProvenExpert.

Lots of ratings, under full control

At the point at which the survey was conducted, car dealers and auto repair services were aggregating an average of 244 ratings from other sources on their ProvenExpert profiles. Those who took control of their brand image by collecting feedback directly using survey templates from ProvenExpert.com collected an average of 47 additional ratings for their profile. Aggregating all sources on a single profile provides users with a real-time overview and enables them to react quicker to customer feedback. It's of benefit to customers too, since they can compare all feedback for auto dealers, for instance, to get the best picture. Satisfied customers rarely see a reason to leave feedback if not requested to do so - that's why auto dealers and shops are focusing more and more on professional evaluation management. "Our evaluation expert Remo suggests that the more actively a business engages with customers in requesting feedback, the better their average rating will be". The internal survey shows that sending survey templates directly via ProvenExpert reaps an average rating of 4.65 stars.

Interpret negative feedback as room for improvement

While 53.7 percent of satisfied customers left behind a review at the time of the survey, dissatisfied customers were less communicative, with only 2.6 percent of negative feedback featuring a written review. "Remo advises approaching a negative rating by offering a concrete solution". If the customer writes specifically about why they're not happy, there's even the chance to change the situation around. "If a customer is dissatisfied, they want you to know it. Show your attention to customer focus and that you are listening to them, and you can make the strongest critics your greatest fans". People click on negative feedback three times more than positive feedback, so respond by communicating in a professional, solution-oriented way is by far the best approach.

About review platform ProvenExpert.com:

Founded in 2011 and together with Remo Fyda as CEO, ProvenExpert.com has become one of the best-known online platforms for qualified customer feedback and review aggregation in the region of Germany, Austria, and Switzerland. The referral marketing platform offers targeted industry surveys that companies can customize and use in a matter of minutes to start collecting feedback from customers. The surveys provide detailed insight into the needs of customers and their satisfaction levels, as well as helping to uncover new business potential. The resulting feedback can be easily used for online marketing purposes with ProvenExpert's rating seal and profile and combined with customer reviews from over 320 websites like Facebook, Google, and other platforms. More than 30,000 freelancers, entrepreneurs and large companies use ProvenExpert.com's online surveys to collect customer feedback. As of 2017, the ProvenExpert platform is also available to global users in English.

Questions?

You have questions about the company Expert Systems AG? Simply send us an email at support@provenexpert.com, or use our contact form.
ProvenExpert.com has 4.50 out of 5 stars 5585 Reviews on ProvenExpert.com
Terms and Conditions  |  Privacy Policy  |  Quality Assurance  |  Legal Notice  © 2011 - 2024 Expert Systems AG