Case Study: Napleton Automotive Group drives 5,000+ new reviews with Reputation's Journey Insights

Napleton Automotive Group drives 5,000+ new reviews with Reputation

Napleton Automotive Group faced a challenge in managing a high volume of disconnected customer feedback from sources like reviews and surveys, which made it difficult to identify the root causes of issues. With a negative review rate of 8%, they needed a better way to understand and act on this data. They turned to the vendor Reputation.com and its Journey Insights product to find a solution.

Reputation's solution connected unstructured feedback to specific stages of the customer journey, providing clear insights into customer experience successes and failures. This implementation allowed Napleton to generate over 5,000 new Google reviews, increase its average star rating from 4.6 to 4.7, and achieve a 99% review response rate. According to the company, this clarity accelerated their customer experience goals by 18 months.

Napleton Automotive Group