Case Study: Principle Auto Group achieves boosted customer engagement and higher star ratings with Reputation.com

Enhancing Customer Experience and Boosting ROI with Reputation

Principle Auto Group, an eight-location automotive group, faced inconsistent communication and uneven review-handling across its stores. In April 2023 Dan Watkins, Communications and Business Development Manager, partnered with Reputation and used Reputation’s platform (informed by the Reputation Automotive Report and a video training program) to standardize processes and improve customer-facing communications.

Reputation centralized review management and streamlined internal and external messaging across all locations, saving time and creating consistent responses. The results included a 69% increase in clicks to phone calls, an 85% increase in clicks on directions, a 22% rise in listing views, and a 91% improvement in overall star rating (to 4.7/5); Principle Auto Group also reported higher lead counts and improved ROI from using Reputation.

Principle Auto Group

Dan Watkins

Communications and Business Development Manager