Nissan Ranked By Reputation.Com As Best With Fielding Customer Reviews
With how powerful online reviews are when it comes to swaying opinion, companies have been paying attention to them, making sure they handle customer feedback properly. In the current market, every King Kong agency review or the like ignored or taken for granted is a missed customer.
Reputation.com, a reputation management company, is aware of the importance of online reviews and has looked into how automakers respond to them, rating each. According to their data, published in their Automotive Reputation Report, the company with the best response rate to social-media consumer reviews is Nissan.
Meanwhile, they ranked Tesla, one of the most eCommerce-heavy automakers, as the worst company in terms of response rate. According to Reputation.com’s General Manager of Worldwide Automotive, Ali Fawaz, Tesla’s bad ranking is no surprise, due to the fact that they don’t have franchised dealers, who contribute a lot to responding to reviews. There’s also that one time where Tesla Founder and CEO Elon Musk went on record to say that he’s not a fan of social media.
According to Reputation.com’s study, the electric auto company only responded to 2% of their customers’ negative reviews.
Nissan, meanwhile managed to steal 2020’s top spot from Toyota’s luxury brand, Lexus, after being in 2nd place for 2019.
Fawaz states that businesses should respond to all reviews, especially negative ones, not just to see what they can improve, as reviews like many a King Kong agency review help with, but also to deal with negativity in their customers. Customers, Fawaz explains, tend to pick things up from other customers.
Should a company get a bad review, Fawaz recommends that they acknowledge the issue immediately. Then apologize if needed, showing concern for the customer and then see what can be done about the issue.
He says that negative reviews can show what’s really happening at a dealership or company, on top of showing any issues that went under the radar.
The automotive industry has been hit hard by COVID-19, but Google My Business data suggest a recovery is happening, which is important as it’s the biggest place for reviews, rivalling company sites in terms of online clout.
