Ranks Prime Auto Manufacturers, Dealerships, Supplier Teams in “2020 Automotive Report Replace”


Newest Report Reveals Repute Administration Is Extra Vital Than Ever in a Yr Marked by Uncertainty; Dealerships Successfully Managing Their Digital Reputations See 10% Improve in Gross sales

REDWOOD CITY, Calif. — OCTOBER 26, 2020 —, supplier of the primary — and solely — full Repute Expertise Administration (RXM) platform, immediately launched an up to date evaluation of 33,000 automotive OEM manufacturers, vendor teams and dealerships throughout america, Canada and Europe in its “2020 Automotive Repute Report Replace.” In a yr dominated by change and uncertainty amid the COVID-19 pandemic, constant and efficient repute administration emerged as an essential consider rising gross sales quantity, inspiring belief amongst prospects and driving operational enhancements.

The “2020 Automotive Repute Report Replace” validates that the best way customers are shopping for their vehicles has drastically modified in a brief period of time. Many have opted to make use of digital car-buying instruments and contactless residence supply choices, for instance. For those who do enterprise into dealerships, hygiene has been an enormous concern that’s constantly mirrored in buyer suggestions on-line. Actually, mentions of non-public well being and security in on-line evaluations have grown 100X for the reason that pandemic hit. Dealerships have responded partly with valet service, which minimizes prospects’ interactions with others inside brick-and-mortar places. A dealership’s valet service is the No. 1 new driver of constructive sentiment through the pandemic, in accordance with the report.

Conversely, complaints about value drove many destructive evaluations: sadly, producer shutdowns on account of COVID-19 resulted in a decrease stock of each new and used vehicles, driving up auto costs. Costs will stay excessive for the foreseeable future, as it is going to possible take the auto trade two years to revive gross sales and manufacturing numbers seen pre-pandemic.

The “2020 Automotive Repute Report Replace” uncovers insights from an evaluation of unstructured knowledge present in on-line buyer evaluations, surveys and extra. Primarily based on these insights, OEM manufacturers, vendor teams and dealerships could make operational changes to enhance their gross sales and repair efficiency and lift their Repute Scores — even throughout a worldwide pandemic. Actually, the report revealed {that a} 10% enhance in common gross sales quantity may be mapped again to dealerships’ efficient repute administration.

“Within the Suggestions Economic system — and particularly through the COVID-19 period — prospects are turning to rankings and evaluations to tell their car-buying choices, making on-line repute administration extra essential than ever earlier than,” stated Joe Fuca, CEO of “Whereas the economic system will possible proceed to wrestle via the pandemic, dealerships should do what they will to spice up gross sales and reassure prospects. This consists of tapping into instruments like to assist establish drawback areas and take motion to treatment them, all within the service of inspiring buyer belief and enhancing the client expertise.”

Auto trade perseveres in a difficult financial setting
The “2020 Automotive Repute Report Replace” discovered that the automotive trade as an entire continues to excel at repute administration as in contrast with different industries, though its common Repute Rating has dropped from 603 in February 2020 to 594. This may very well be a symptom of the overall dropoff in assessment quantity (because of Google suspending its evaluations for weeks on the top of the pandemic), in addition to a lower in assessment responses. Nonetheless, the highest dealerships this yr earned a Repute Rating of 866 or greater — 297 factors above the trade common.

“The Repute Rating continues to be a essential benchmark in serving to us perceive buyer satisfaction, and likewise measuring how our associates are contributing to the general expertise,” stated Marc Cannon, government vice chairman and chief buyer expertise officer at AutoNation.

Regardless of the auto trade’s continued perseverance amid COVID-19, it has skilled some important setbacks. U.S. automobile gross sales have remained depressed, dropping 9.7% within the third quarter. However the automotive trade is tenacious, with month-to-month gross sales slowly rising.

“On-line repute is a mirrored image of an organization’s tradition. We take large pleasure in the best way our almost 11,000 teammates serve our prospects and characterize our values every day,” stated Greg Gach, president of Hendrick Automotive Group. “Being acknowledged with the No. 1 general rating is barely doable due to their dedication to our prospects and to 1 one other.”

Acquainted faces take high rankings in U.S., Canada and Europe
In america, Nissan and Lexus once more declare the best Repute Scores, with 681 and 673, respectively. Whereas this delta in high manufacturers isn’t dramatically massive, it does counsel an fascinating level: The price of a automobile doesn’t robotically imply higher service or repute general. Let’s examine two different well-known, non-luxury and luxurious manufacturers — Mitsubishi and Cadillac — to help this level. Since February, Mitsubishi has elevated its Repute Rating by 54 factors, because of the model’s deal with visibility and engagement with its prospects via actively managing its on-line repute. Conversely, Cadillac’s Repute Rating dropped by 45 factors, which may be attributed to a extra passive tackle repute administration (decrease on-line engagement with prospects). That stated, many different GM manufacturers have elevated 51 factors on common over the previous two years, primarily on account of a concerted effort to handle their on-line reputations actively.

In Canada, high performers in Repute Rating embrace Lincoln, Ford and Hyundai, though at 550, their common Repute Scores are decrease than these in america. In Europe, Porsche nabbed the highest Repute Rating with 664 in France; Mitsubishi was high in Germany, Austria and Switzerland with 666; and Lexus earned the highest spot in the UK with 675.

“We’re thrilled to be the UK’s quantity one-ranked vendor group for Repute Rating,” stated Claire Canard, group advertising and marketing supervisor at Vantage Motor Group. “It’s an awesome testomony to the whole organisation’s dedication and dedication, and speaks volumes for the way we’ve embraced our digital entrance door, and the significance we place on buyer suggestions.”

Methodology’s knowledge science workforce utilized machine studying to unstructured textual content from client evaluations on Google, Fb and different sources for greater than 33,000 dealerships and main automotive manufacturers worldwide. Dealerships and types have been ranked utilizing Repute Rating, a measurement on a scale of 0 to 1,000 that considers a location’s sentiment, visibility and engagement throughout 9 parts: star common, assessment quantity, assessment recency, assessment unfold, search impressions, assessment response, assessment size, itemizing accuracy and social impressions.

The “2020 Automotive Repute Report Replace” report is now out there for obtain. Browse our different trade stories, together with retail, retail banking, healthcare and property administration right here. For extra data on Repute Rating and the RXM platform, please go to our website at

About pioneered the net repute administration (ORM) class and now extends its management place to incorporate its award-winning Repute Expertise Administration (RXM) platform that constantly delivers modern, customer-driven options. The SaaS-based platform manages tens of hundreds of thousands of evaluations and interactions throughout tons of of hundreds of buyer touchpoints. The patented algorithms behind Repute Rating X are based mostly on greater than a decade of deep machine studying and knowledge science experience, offering companies with a dependable index of brand name efficiency that they will use to make focused enhancements. has over 250 integration companions, together with Google, Fb, Salesforce, J.D. Energy, Amazon and, and helps companies of all sizes throughout industries Get Discovered, Get Chosen and Get Higher. To be taught extra, go to

Media Contacts:
Shelby Valdez

Brigit Valencia
BOCA Communications


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