Case Study: Renault UK achieves industry‑leading Reputation Score growth and 98% review response rate with Reputation.com

How Reputation helps to drive industryleading growth

Groupe Renault UK partnered with Reputation to strengthen consumer trust and lift brand perception across its dealer network. Facing a sevenfold increase in review volume, inconsistent location data, and the need for better reporting and social listening, Renault UK adopted Reputation’s Experience Management platform — including Reputation Score X, Reviews and Surveys modules, Business Listings, and social management tools — to put review response ownership with GMs and track feedback at both OEM and dealer levels.

Using Reputation’s platform and modules, Renault UK overhauled its customer experience, raising its overall star rating from 4.3 to 4.8, increasing positive reviews by 7% (now 91% positive), and achieving a 47% rise in review response rate even as volume grew 7x, ultimately reaching a 98% response rate (up from 51% in 2020). Reputation’s Business Listings drove a 27% improvement in data accuracy and a 1,900% surge in listing actions (clicks to call, website, directions), with 129 Renault UK locations now scoring above the industry average and the largest Reputation Score growth among automotive brands in 12 months.

Renault

Verity Mercer

Head of Customer Experience and Quality