Case Study: Lookers achieves 183% more reviews, a 98% review response rate and a 4.7-star rating with Reputation.com

How does Reputation help Lookers to deliver a great customer experience

Lookers, a UK and Ireland dealer group representing more than 35 manufacturer brands, faced fragmented customer feedback and low online engagement across its estate. Lookers partnered with Reputation and its Reputation Experience Management platform to improve online reputation, expand Voice of Customer listening points, embed a robust “close the loop” process, and centralize listings, review requests and customer surveys.

Using Reputation’s platform to respond to and solicit reviews, manage business listings and deploy VoC surveys, Lookers saw measurable gains: a 183% increase in review volume, a 98% review response rate (up from 56% in 2019 and 34% in 2018), overall star ratings rising from 4.1 to 4.7, 75,000 VoC surveys and 60,000+ customer comments in 2022, 59.4 million listings views generating 6.1 million website visits, 3.2 million calls and 2.1 million direction requests, and a Reputation Score of 735 that moved Lookers from 11th to 4th in Reputation’s 2022 Automotive Reputation Report.

Lookers

Karen Prince

Director of Customer Engagement