Case Study: Major Auto Manufacturer achieves centralized review management and a 4.4-star Reputation Score with ReviewTrackers

Major Auto Manufacturer - Customer Case Study

A major auto manufacturer with 631 dealerships faced a gap between internal customer surveys (which only reached buyers) and the public, shopper-driven feedback influencing purchase decisions. With reviews proliferating across general and industry-specific sites, the company struggled to monitor and respond to public feedback at scale and needed a way to reach shoppers who didn’t complete a purchase.

In August 2013 the company deployed ReviewTrackers to centralize reviews from sites like Google, Yelp, Cars.com and DealerRater, give corporate and all 631 GMs access, and enable targeted outreach with customizable Review Request emails. Over two years the program captured 135,000+ reviews, sent 8,200+ review requests, and helped the dealer network raise its reputation to about a 4.4/5 score while giving marketing and dealers actionable data to improve performance.