Boost Your Dealership’s Reputation: Reply to Ratings and Reviews Today

Until now, you could view your Ratings and Reviews in Manage, but you couldn't respond to them. We're excited to announce that now you'll be in the driver’s seat to reply and engage with consumers directly from Manage.

 

 

Since the launch of Ratings and Reviews, we've gathered over 30,000 ratings and reviews. Currently there are 43% of dealers with ratings 3 or below. The primary reasons for low dealership ratings and negative reviews are:

  • Failure to respond to leads - not returning calls and not replying to emails. These are missed opportunities to sell as consumers move onto the next dealership
  • Vehicles listed on AutoTrader that are no longer available - this causes frustration for consumers and they move onto the next dealership

These issues damage your dealership's reputation and ultimately affect leads.

You can now fix this! How? With the reply functionality now available in Manage, you are able to respond directly to consumers who have submitted both current & older reviews and also ask them to update their previous rating, if they are willing to.

This enhancement provides you with access to vehicle shoppers, allowing you to deliver superior service and effectively address any complaints & compliments. This new feature will boost your dealership's reputation and help you resolve issues promptly and improve your ratings.

 
You have around 6 weeks to turn this around, as after 2 years in Manage, your ratings & reviews will be published on the AutoTrader website towards the end of 2024. More comms will follow soon with these details.
 

  • Builds Trust and Credibility: Responding to reviews shows that your dealership values feedback and is committed to excellent service, building trust with potential customers. Did you know? 50% of consumers trust online reviews as much as recommendations from family and friends? For millennials, this figure jumps to 90%!
  • Enhances Customer Relationships: Engaging with reviews strengthens relationships. Acknowledging positive feedback shows appreciation, while addressing negative feedback shows a commitment to resolving issues. Did you know? 96% of customers look for negative reviews? 
  • Improves Online Reputation: Active review responses enhance the dealership's online reputation, positively influencing your Rating and potential customer perceptions of your dealership. Did you know? 90% of positive reviews influence buying decisions?
  • Provides Valuable Feedback: Reviews offer insights into customer preferences and areas for improvement. Responding shows the dealership listens and takes action.
  • Encourages More Reviews: Acknowledging reviews encourages more customers to leave feedback, providing more opportunities to showcase strengths and address concerns. Did you know? 43% of customers prefer businesses with 100+ reviews?
 

Here’s how to engage and reply to Ratings and Reviews in Manage:

  • Log into Manage.autotrader.co.za
  • Select the ‘Dealer’ tab on the main navigation panel. Click on ‘Ratings and Reviews’. In here you’ll see the Ratings and Reviews grid that has the following fields and columns:
    • Date: The date when the Rating and Review were submitted by the consumer.
    • Reply State: The current state of each Rating and Review, indicating whether you have responded to it or not. There are three possible statuses:
    • Replied: You have responded to the Rating or Review.
    • Unreplied: You have not responded to the Rating or Review.
    • Unreplied Comment: You have not responded to a comment on the Rating or Review.
  • Current Rating: Your updated dealership rating after engaging with the customer.
  • Original Rating: Your original rating before engaging with the customer.
  • Review Title: The title of the review that a consumer gives to summarize the review.
  • User Review: The actual review submitted by the consumer.
  • Replies: The number of replies that a particular review has received. This could reflect multiple replies depending on how many times you engage with the consumer. 

*For Group customers, anyone assigned the 'Dealer Listing Viewer' role in Manage will have the ability to view and respond to all reviews.

 

To encourage more customers to submit Ratings and Reviews, consider the following tips:

  • Be Responsive: Set a timeframe to respond to ALL:
    • Reviews in Manage - even the older ones!
    • Missed calls
    • Emails

Remember active engagement fosters loyalty and repeat business.

  • Share the Link: Always send out the unique rating link from Manage to customers. A good impression, whether over a call, WhatsApp, or in person, goes a long way.
 

  • Respond to ALL Reviews, good or bad.
  • Respond to ALL leads.
  • Reply quickly
  • Keep your stock on AutoTrader current by removing old listings 
  • Always provide quality customer service.
  • Be honest and transparent.
  • Promote your rating link from Manage – Let your customers know to expect an email for leaving a rating after their experience with your dealership.

We are confident that this new feature will significantly benefit your dealership by enabling more effective customer engagement and fostering a robust online reputation.

Begin responding to reviews today and take the first step towards elevating your dealership's reputation.