Why it is important to keep reviews separate for different business streams
We work with both Franchise and Independent dealers and are noticing a big difference when we monitor sales and service separately.
Interestingly this is the same issue we see in the property industry, where reviews for Lettings are much worse than for property sales. This means the letting reviews have a negative impact on the Estate Agent’s overall reputation.
Service reviews are worse than Sales reviews, so the aggregated reviews have a negative impact on Dealers reputation, where they provide both services
We can create additional locations for any business, to identify consumer experience across multiple business streams.
When a business asks in the right way – at the right time – they will get reviews
A common complaint from business, is that nobody will leave us a review. Most businesses have not got in the habit of asking for feedback and explaining why it is beneficial for their customers to do so.
This is typical example of what happens when you ask customers for reviews at the right time in their customer journey.
The truth may be painful, but now the business knows what annoys their customers!
Using the right Customer KPIs (Key Performance Indicators) and survey questions, helps businesses quickly identify what to do to improve customer service.
How to prevent poor reviews on 3rd Party Review Sites
Companies who don’t provide Easy-to-use customer feedback system to their customers, will lose out to Companies that invest in Customer-centric Capabilities.
Having the right business processes in place reduces the number of bad reviews on 3rd party Review Sites.