More Online Customer Review Trends for 2020
Understanding customer review trends will help you to turn online reviews into effective marketing tools.
Here are a few more trends for 2020.
1: Star Ratings Matter
More
than 70% of car buyers in your area are likely to look for dealers with star
ratings between 4 and 5. Some studies even suggest that a rating of 4 and above
may be even better than a perfect 5-star rating, since the occasional less-than-perfect rating makes the whole thing look real and authentic.
2: Reviewers Expect Dealers
to Respond
Customers
are responding to your dealership and you are receiving good reviews, along
with the occasional less than happy ones. Now what?
Respond to every review that you get. About 52% of customers writing positive online reviews expect you to respond.
Thanking reviewers are likely to create an even
more enthusiastic response from them, and they are more than likely to recommend
your dealership.
It
is important to respond proactively to negative reviews. Resolving
customer issues will not only help to stop negative conversations, but may also
trigger renewed interest in your dealership.
3: Look for Social Media Conversations
Next
to web reviews, the other place to watch is social media. 90% of your car or
service customers are likely to be living in the local area, and social
media conversations play a large part in shaping your local reputation.
Watch your social space every day. Even better, be an enthusiastic participant.
4: Video Reviews Drive More Eyeballs
More than 100 million hours of videos are watched daily by consumers, and most of your local customers are likely to be among them.
Try to cash in on this trend and post video reviews of happy customers, DYI car care tips, etc.
5: Online Review Management Apps
Work
Apps
like Buyerater not only makes the entire review process easy and seamless for
both your dealership and customers, but offer robust review management
processes. They can save you time and money while building your reputation.
For more information, Contact Us.