Case Study: Tom Roush Lincoln-Mazda boosts review capture 110% and reaches a 4.8-star rating with Dominion Dealer Solutions' Prime Response

Tom Roush Selects Dominion’s Prime Response® to Connect with Customers, Drive Quantity and Quality of Online Reviews

Tom Roush Lincoln-Mazda needed a better way to capture more and higher‑quality customer feedback. Customer Relations Manager Susie Cole chose Dominion Dealer Solutions’ Prime Response platform to identify unhappy customers early in the survey process and encourage satisfied customers to post more online reviews.

Dominion Dealer Solutions implemented Prime Response to manage profiles, capture surveys, track mentions and route issues for quick follow‑up (with support from a dedicated Reputation Specialist). The program boosted survey capture by 110% in eight months, now averages 3–4 new reviews per week, has captured 77% of their online reviews since implementation, and helped Tom Roush Lincoln-Mazda reach 122 reviews with a 4.8 out of 5 star rating.

Tom Roush Lincoln-Mazda

Susie Cole

Customer Relations Manager