Case Study: Renault achieves higher customer ratings and 650,000+ reviews with Reputation.com

How does Reputation help Renault in its customer-centric strategy

Renault Group, the French multinational carmaker, needed a true Customer Experience programme to adopt a customer‑centric improvement strategy across its global dealer network. Renault partnered with Reputation to deploy a centralised Online Reputation and Voice of the Customer (VoC) solution using Reputation’s SaaS platform (VoC Surveys and Dealer e‑Reputation) to listen to feedback, act on it, and drive dealer-level operational improvements.

Reputation implemented review and survey management, automated alerts/ticketing and a Reputation Score dashboard; the collaboration generated 650,000+ reviews in 32 countries, a 197% increase in review volume, an overall score improvement from 4.4 to 4.8, a +50% Reputation Score (422 to 636), a 98% review response rate and a 10% increase in positive Google review sentiment—helping Renault boost search rankings and become No. 1 in e‑Reputation in France.

Renault

Stéphane Cottin

Director of Quality Commerce VP, DQ-C