Case Study: AutoNation achieves increased customer trust and platform adoption with Reputation.com

How AutoNation Leverages Reviews to Build Customer Trust and Drive Platform Adoption

AutoNation, the largest automotive retailer in the U.S. with 300+ locations, faced the challenge of scaling online reviews and responses to build customer trust and drive platform adoption across its stores. To tackle this, AutoNation partnered with Reputation and adopted Reputation’s Reviews product (later adding Surveys, Inbox and Competitive Intelligence) to capture, surface and manage customer feedback at scale.

Reputation implemented automated review collection and response workflows, plus scorecards and gamification (the “900 Award”), driving adoption across corporate and store teams. The results: 122,800 reviews received and 98% responded to in 2020, >6,300 staff hours saved, 120+ locations improving engagement or RepScore, roughly 600 new platform users, and a 148% return on investment — helping AutoNation regain its industry-leading position.

AutoNation

Ashley Dias

Senior Manager of Customer Marketing