Reputation Management
Protect and enhance your dealership's online reputation
Car dealership reputation management focuses on monitoring reviews across Google, Facebook, Instagram, and YouTube, responding professionally to feedback, and building trust through transparent communication.
Reputation Management for Car Dealerships
Your dealership's online reputation directly impacts vehicle sales, service retention, and customer acquisition costs. A strong reputation attracts qualified leads, while negative reviews drive shoppers to competitors.
Review Volume Challenges
Dealerships generate high review volume across sales and service departments. Managing this feedback requires centralized monitoring, fast response times, and consistent messaging across all platforms.
Platform Priorities
Google Business Profile: Primary source for local search visibility. Response rate and speed directly impact map pack rankings.
Facebook: Reviews and recommendations from social connections carry weight with prospective buyers.
Instagram: Comments on inventory posts and delivery photos shape brand perception.
YouTube: Video testimonials and walkaround comments influence purchase decisions.
Response Strategy
Respond to all negative reviews within 60 minutes during business hours. Acknowledge the issue, provide context without excuses, and offer offline resolution. Positive reviews deserve quick thank-you responses to encourage more feedback.
Metrics That Matter
Track average response time, response rate, overall rating trend, and review volume by department. Top dealerships achieve 90%+ response rates with sub-2-hour average response times.
How to guides
Build a Dealership Reputation Management System
- 1 Centralize reviews from Google, Facebook, Instagram, YouTube into one dashboard
- 2 Set up instant alerts for new reviews to enable fast response times
- 3 Create response templates for common scenarios (pricing, trade-in, service delays)
- 4 Assign sales reviews to sales manager, service reviews to service manager
- 5 Track response time and rate by department to identify gaps
- 6 Monitor rating trends monthly to catch systemic issues early
Articles on Reputation Management
Frequently asked questions
How quickly should dealerships respond to negative reviews? ▼
Within 60 minutes during business hours for negative reviews, 24 hours for positive reviews. Fast responses limit damage and demonstrate accountability to prospective customers.
Should sales and service reviews be handled differently? ▼
Yes. Sales reviews often involve pricing disputes requiring manager escalation. Service reviews typically address quality/timeline issues that service managers can resolve directly.
Related topics
Learn more about Reputation Management
Explore our full suite of reputation management tools for Car Dealerships.