2020 Automotive Reputation Report Update

We analyzed 18,000 automotive brands and dealerships in the United States, and 15,000 more across Canada and Europe, during a year marked by seismic change.

  • Auto dealerships that effectively manage their digital reputations see up to a 10% increase in average sales volume.
  • Customer feedback matters more than ever. Mentions of personal health and safety have grown 100X in reviews of dealerships since the Covid-19 pandemic hit.

2020 is a year of unprecedented disruption. How are automotive brands and dealerships holding up?

The Results Are In

We’ve found…

We analyzed 18,000 automotive brands and dealerships in the United States, and 15,000 more across Canada and Europe, during a year marked by seismic change.

Here’s what we found:

  • Auto dealerships that effectively manage their digital reputations see up to a 10% increase in average sales volume.
  • Customer feedback matters more than ever. Dealership hygiene is a key driver of negative sentiment in the Covid-19 era. Mentions of personal health and safety have grown 100X in reviews of dealerships since the pandemic hit — and it’s an overwhelming consumer concern.
  • A dealership’s valet service is the Number One new driver of positive sentiment during the pandemic. A good valet service addresses customers’ desire to minimize time around other people inside brick-and-mortar locations.
  • A different OEM brand dominates each geographic market studied, with Nissan topping the U.S. list; Lincoln in Canada; and Mitsubishi, BMW, and Lexus leading the rankings in Europe.

The State of the Industry

The 2020 Automotive Reputation Report Update is an essential resource to understand how online reputation management is evolving in a digital-first world that has been changed by a cataclysmic global pandemic. We’ve ranked the world’s top automotive brands, dealer groups, and dealerships based on a variety of factors, including the volume and sentiment of customer reviews.

This report is an update to our 2020 Automotive Reputation Report, which was published in February. Since then, the Covid-19 pandemic has exacted a heavy toll economically on most industries, including automotive. Even though automotive sales overall are down during the pandemic, people are buying vehicles and getting their cars serviced. Cox Automotive reported that in September, the seasonally adjusted annual rate (SAAR) in the United States was likely to reach 15.5 million — the fifth consecutive month of sales pace improvement after the industry saw a historic low in April.

Automotive customers also continue to share their opinions of dealerships and OEM brands through ratings and reviews — a lot of them in 2020, as our Q3 update shows. The pandemic has influenced those opinions, especially of dealerships, in significant ways. As we report in our section on car shopping and service during the pandemic, dealerships’ ability to respond to customers’ concerns about safety and convenience has an impact on their reputations.

Automotive customers also continue to share their opinions of dealerships and OEM brands through ratings and reviews — a lot of them in 2020, as our update shows. The pandemic has influenced those opinions, especially of dealerships, in significant ways. As we report in our section on car shopping and service during the pandemic, dealerships’ ability to respond to customers’ concerns about safety and convenience has an impact on their reputations.

To research wide-ranging consumer sentiment, Reputation.com’s data science team applied machine learning to unstructured text from consumer reviews on Google, Facebook, and other sources for 33,000+ dealerships and leading automotive brands. Then we ranked dealerships and brands using Reputation Score. Using a scale of 0 to 1,000, Reputation Score measures a location’s sentiment, visibility, and engagement across nine elements ranging from star average to review volume. (See the section Elements of Reputation Score for more detail.)

We calculate Reputation Score using artificial intelligence to take a snapshot of everything customers say about a brand. We examine customer surveys. But we also look at the harder-to- find, unstructured data that other tools overlook, such as tweets, Facebook posts, and other comments that appear on social channels every day.

Reputation Score is not the only metric, but it’s a valuable one. It’s a tool that provides a unique assessment that complements other industry ratings and performance measures. Unlike other industry report cards, Reputation Score delivers actionable insights that help automotive dealerships and OEMs improve operations and drive revenue. We can show how an increase in Reputation Score leads to measurable revenue gains.

“The platform became our most powerful tool during lockdown. With the platform, it became our only source of customer feedback whilst our own internal NPS measurement was temporarily suspended. We used the platforms’ insights to help us understand the levels of service our
customers were receiving across those dealerships that were operating aftersales-only services and supported our gradual reopening too.”

David Mullins
UK GROUPE RENAULT

 

How COVID-19 Has Changed Automotive Shopping and Service

The Covid-19 pandemic has upended revenue targets and many longstanding practices within the automotive industry.

At the start of the pandemic, many auto factories were forced to shut down for several weeks, resulting in a lack of output and low sales numbers in the second quarter. In fact, U.S. auto sales hit a record low in April. But the industry has battled back, with monthly sales slowly rising into the third quarter of the year. Even so, U.S. auto sales overall remain depressed, dropping 9.7% in the third quarter, and some industry watchers say it will take years for industry sales to recover to their pre-pandemic levels.

During this tumultuous year, the pandemic has also influenced how people shop for vehicles. According to Cars.com research, of those who purchased a car within the last six months, 57% said it was due to the pandemic. That’s because consumers are turning to personal car ownership as their preferred and safe mode of transportation. Cars.com also says that the pandemic has accelerated the adoption of virtual car-buying tools and contactless home delivery options from both shoppers and sellers.

Our own research also reveals some important ways that the shopping and service experience has changed during the pandemic. We analyzed how people searched for dealerships online and their ratings/reviews across thousands of U.S. dealerships between January and September 2020. Here’s what we found:

Many Automotive Customers Fear for Their Health and Safety

auto chart 001 - Auto Report

 

Mentions of personal health and safety have increased 100X since the pandemic hit.

Those mentions typically focus on how well dealerships follow Covid- 19-related protocols such as requiring customers and employees to wear safety masks and maintain an acceptable social distance.

And a number of customers are not happy, with complaints rising since April. In fact, the percentage of negative complaints has risen from 18% in April to 38% in September. Concerns over how well dealerships enforce personal health and safety protocols constitute one of the biggest issues driving negative customer sentiment,
and the newest theme over the last few months. When employees and other customers neglect to wear masks in waiting rooms and showrooms, or when people fail to follow social distancing protocols, reviewers notice.

Remember, customers can verify with their own eyes how well you follow health and safety protocols. But the reverse is true, too: dealerships that follow health and safety protocols receive positive feedback and, on the whole, positive remarks about health and safety outweigh the negatives.

  • “Dealership is clean and doing everything they can with the Covid situation going on.”
  • “The dealership staff were all friendly and I appreciated them all wearing masks.”
  • “Great customer service and fast service. Came in for a 10k maintenance check. They were all wearing their mask for our safety.”
  • “Staff was very friendly and professional and they were all wearing masks which I appreciate. The facilities were immaculate. All in all a very pleasant experience.”
  • “The dealership was very clean and everyone was wearing their masks.”

Service and pricing are still the top priority

All that being said, health and safety is not the Number One driver of negative sentiment. Health and safety ranks fourth behind service, pricing, and finance as negative drivers.

Dealerships need to improve the fundamentals in addition to keeping their locations safe.

Vehicle Cleanliness Matters More Than Ever

auto chart 002 - Auto Report

 

If ever there was a time when keeping vehicles clean was important, this is it. A dirty car always reflects poorly on a dealership. But during a pandemic, the appearance of untidy and unclean vehicles on the lot and in the service lane may very well drive away customers in droves.

Fortunately, most dealerships are doing a good job in the cleanliness department, and the review comments reflect that:

  • “[The service advisor] gave us a loaner for the day and advised me that the car would be ready in the afternoon. As promised, I received the expected car ready text in the afternoon. The car was ready with a car wash and carpets vacuumed. Great customer service. Thank you!”
  • “Had a great experience picking up my dream car. Juan made it an easy and informative experience. He had my new car clean and ready for me to pick up and was very knowledgeable about the vehicle and its functions.”

But the complaints are beginning to creep up since bottoming out in April.

These are the kinds of comments no dealership wants to see:

  • “The only thing that needs improvement is the washing of cars before being handed to you, it’s not that clean.”
  • “Car was not cleaned after service. Car was returned dirty.”

Shopper Interest Has Spiked Online

auto chart 003 - Auto Report

 

We examined the volume of consumers’ views, or impressions, of dealerships’ Google Posts. Posts consist of variable content such as sales and special events that dealerships publish on their Google My Business (GMB) listings. Views of Posts are a good barometer of shopper interest and intent. Those views increased by more than 50% – surging above their pre-Covid-19 levels.

Facebook and Google Drive Shoppers to Dealerships

auto chart 004 - Auto Report

 

Digital engagements on Google and Facebook drove more than 10% more traffic to dealer websites than pre-Covid-19, and they drove 20% more calls from May to July. In addition, the volume of clicks to directions to physical dealerships has returned roughly to pre-Covid-19 levels.

People have been interested in doing business with dealerships even during the height of state-by-state lockdowns. And sites such as Facebook and GMB listings are safer ways to do research.

Ease of Making an Appointment Is More Important Than Ever

auto chart 005 - Auto Report

 

People are less likely to walk into a dealership now.

Dealerships that make it easier to make an appointment ahead of time have a distinct advantage over those that don’t, at a time when people don’t want to spend too much time lingering inside a dealership.

Here’s how customers are responding positively:

  • “Easy process and flexible scheduling. Car is clean and fueled up ready to go making the swap out process seamless.”
  • “Efficient quality service. Fair price. Easy to make an appointment. Repair went according to the expectation set. Service reps and cashiers are friendly and welcoming.”
  • “It was easy to make an appointment for the time that worked best for me. Very fast and friendly staff.”

Valet Services Are the Number One New Driver of Positive Sentiment

auto chart 006 - Auto Report

 

When people reviewed their experience visiting a dealership, the quality of the dealership’s valet service is the strongest new driver of positive consumer sentiment in 2020.

  • Reviews typically included comments such as “Great experience, easy scheduling service pick-up and delivery,” or “Our car was picked up from our home and returned the same day in excellent condition.”
  • A good valet service addresses customers’ desire to minimize their time around other people inside a brick-and-mortar location, where the risk of contracting Covid-19 increases. Driving awareness of these services is a dealership’s top opportunity to influence customer satisfaction and comfort.

Vehicle Prices Are Hurting Sentiment

auto chart 007 - Auto Report

 

Price-related complaints constitute the second-highest factor driving negative sentiment, behind service.

Customer complaints included comments like this:

  • “He changed the price of the car once I decided to buy. Then, after giving my deposit, he threatened to keep it or take it because I was out of town and could not travel back immediately due to Coronavirus cancellations.”
  • “Had a positive experience at this dealership while I was buying my car but when I got my first loan statement there were thousands of dollars of add-ons that I didn’t agree to pay for.”
  • “Buyer beware, they will over charge, fuzzy math. Sales manager charged my daughter a $1,000 more . . . very shady people. They WILL RIP YOU OFF.”

But the positive comments outweigh the negatives, as these examples illustrate:

  • “. . . very professional and gave us excellent service. No need to leave town to get a great deal!”
  • “Got a great honest price . . . and an honest trade in. Clean facility and a painless buying process. We were treated with friendliness and respect.“
  • “We were on the prowl to purchase a used car/truck out right in the $8,000 range out the door and took two days but we finally found something we liked . . . and even came in under budget $7,700 outdoor tags and all final . . . Very pleased and WE’LL BE BACK FOR ANOTHER.”

What’s going on with the complaints about prices, though?

We speculate that chronic inventory shortages dogging the auto industry are having an impact. As reported in The Wall Street Journal, even though car sales are down, prices are reaching new highs.

The average new vehicle sold in September cost a record $35,655, according to J.D. Power. The shutdown of automobile factories in the spring left dealerships with less inventory to sell in subsequent months, and even used inventory dwindled. Less inventory drives prices up. In addition, as the Cars.com survey and other sources have noted, the pandemic has actually inspired people to start shopping for automobiles for a variety of reasons – to seek refuge, to make it possible to take short road trips, and to relocate to safer places to live.

According to the Detroit Free Press, it’s going to take at least two years for auto manufacturers to restore the sales and production numbers seen before the start of the coronavirus pandemic – so we should expect cars to remain pricey for quite some time.

“Online reputation is a reflection of a company’s culture. We take
tremendous pride in the way our nearly 11,000 teammates serve our customers and represent our values each day. Being recognized with the number-one overall ranking is only possible because of their dedication to our customers and to one another.”

Greg Gach
President, HENDRICK AUTOMOTIVE GROUP

 

Rankings: Key Findings

  • The automotive industry has the highest average Reputation Score and star rating — 594 and 4.5, respectively — of any major industry that we measure.
  • The automotive industry’s 594 average Reputation Score has dropped from the 603 average we reported in February 2020. The lower average is driven by a decrease in review volume, due to Google suspending reviews for weeks at the height of the pandemic, decreasing levels of review responses, and lower review spread.
  • The bar is higher for making the Top 100 list. The Top 100 dealerships this year earned a Reputation Score of 886 and above. That’s 272 points above the industry average.
  • Engagement is good – but there is room to improve. The average engagement score for all brands in our study was 63%. That said, brands still have a ways to go before they reach the 100% response rate Reputation.com recommends.
  • The average number of reviews over the past 12 months per location is just 160 (down from 191 in February), which points to an opportunity for auto brands to build review volume to capture, analyze, and act on recent customer feedback to improve the overall customer experience.
  • Rankings can change at any time, as customer feedback continues to affect a business’s Reputation Score. Despite the intense competition, 68% of the dealerships currently tracking toward the Top 100 ranked among the top 3% nationwide for the past year.

Automotive Rep Score is down in the update

The automotive industry’s average Reputation Score has dropped from the 603 average we reported in February 2020. The lower average is driven by a decrease in review volume, due to Google suspending reviews for weeks at the height of the pandemic, decreasing levels of review responses, and lower review spread.

  • A dealership’s valet service is the Number One new driver of positive sentiment during the pandemic.
  • Dealership hygiene is a key driver of negative sentiment in the Covid-19 era.

“We are very excited to see the positive impact that our customer-first strategy is having on our online reputation and, more importantly, our Holman experience. Our drive to create an exceptional customer experience is ingrained in our culture and our commitment to our customers. By no means are we done.”

Gene Welsh
President, HOLMAN AUTOMOTIVE

 

Ranking the US and Canada Leaders

Top Brands in the United States

  • Nissan retained its top ranking. At 681, its Reputation Score remains virtually the same as in our February report. Nissan had the second highest response rate to negative feedback (72%), the second highest engagement score (79%), and the lowest number of dealerships with scores below 500 (3%). Nissan also had the highest visibility rate (71%) and the second highest average review volume in the last 12 months (401).
  • Mitsubishi saw the highest Reputation Score increase, with an improvement of 54 points since the last report. Why? Because Mitsubishi improved in all factors: sentiment, visibility, and engagement.
  • Cadillac’s Reputation Score dropped the most (45 points). Cadillac’s customer sentiment remained steady — so why the drop? The brand experienced lower review volume, spread, and review recency, which affected Cadillac’s visibility. In addition, Cadillac’s engagement levels dropped. There’s a lesson here: reputation management means more than passively watching the positive reviews roll in. Brands must work at maintaining their reputation by encouraging customers to post reviews, and by responding to them.
  • Tesla performed poorly in our update, with the lowest rate for responding to negative reviews and the lowest engagement scores. Of all brands we studied, Tesla had the lowest number of locations with scores above 700. Consumer sentiment for the Tesla brand was average (72%). According to our findings, Tesla struggles with the service side of its business. Tesla was also rated worst for pricing and speed of service.
  • Among Asia Pacific brands in the United States, Nissan ranked highest. Lexus, Subaru, and Acura were clustered tightly together for the second, third, and fourth spots. Their scores were especially close in the engagement and sentiment categories, which points to the two ways these brands can break apart from the pack. Acura should focus on engagement and visibility to move ahead, while Subaru should focus on sentiment. Meanwhile, Toyota rounded out the Top Five. Also, Mitsubishi moved up five spots while Hyundai jumped six spots to round out the final spot in the Top 10.

Dealerships and Large Dealer Groups in the United States

  • The majority of dealerships included in the study — 80% — had Reputation Scores above 500. Nearly one-third (30%) had scores above 700. Incredibly, 38 dealerships had Reputation Scores of 900+.
  • Dealerships that earned a spot in our Top 100 list represent the top .05% of all dealerships in the United States. Ranking in the Top 100 is a significant accomplishment. However, without ongoing reputation and customer experience management, maintaining a Top 100 ranking is impossible.
  • The top four brands with dealerships tracking toward the top of the list were Ford, Lexus, BMW, and Honda. Thirty-seven Ford dealerships and eight Lexus dealerships are on the list. BMW and Honda earned six spots each.
  • California and Florida — the two states with the most car sales — achieved dramatically different rankings based on aggregate Reputation Scores for their dealerships. Florida ranked fourth (behind North Carolina, Washington, D.C., and top-ranked Rhode Island). California, where car sales are highest, ranked 41. California dealerships have plenty of opportunity to improve.
  • Kimber Creek Ford and Hendrick Lexus Charlotte are still among the top ranked at One and Two, and they are separated by only four points. Volvo Car Georgia – which ranked third last time — is no longer in the Top 100, which shows just how volatile the Top 100 can be.
  • Hendrick dealerships scored an impressive five spots in the Top 11 — for Lexus, Mercedes-Benz, Porsche, and Volvo brands.
  • Among privately-held dealer groups, Hendrick Automotive maintained its Number One ranking. Among publicly-held dealer groups, AutoNation ranked first, as well.
  • Large dealer groups excel at reputation management: 17 of 22 had Reputation Scores above the industry average.
  • Dealer groups outperform OEM brands and dealerships in engagement and sentiment, with many scoring above 90% in engagement.
  • Findlay had the highest sentiment at 84%, Hendrick had the highest engagement at a very impressive 99%, and AutoNation had the highest visibility at 87%.
  • Hendrick Automotive is the only dealer group that scored higher than 80% in all three categories (sentiment, visibility, and engagement).

“The Reputation Score continues to be a critical benchmark in helping us understand customer satisfaction, and also measuring how our associates are contributing to the overall experience. Our partnership with Reputation has proven to be an effective way to make operational
decisions. It’s provided the agility we’ve needed given the circumstances of 2020 and helped drive our best quarter ever.”

Marc Cannon
AUTONATION

 

Brands in Canada

  • The top performers for Reputation Score in our study were Lincoln, Ford, and Hyundai. At 550, the average Reputation Scores of Canadian brands was lower than in the United States (594), the United Kingdom (584), Germany/Austria/Switzerland (608), and France (597).
  • Ford had the highest sentiment score at 75%. Lincoln had the highest visibility score at 61%. Hyundai had the highest engagement score at 88%.

Ranking the European Leaders

  • Lexus, Suzuki, Toyota, Mitsubishi, and Honda ranked highest for sales experience. Citroen, Mercedes-Benz, Land Rover, Peugeot, and Jeep ranked lowest.
  • Honda, Suzuki, Toyota, Lexus, and Kia ranked highest for service experience. Alfa Romeo, Jaguar, Mercedes-Benz, Land Rover, and Jeep ranked lowest.
  • France: The top-rated brand in France was BMW, with a score of 635. The lowest rated was Jeep at 556. Peugeot had the highest sentiment at 71%. BMW had the highest visibility and engagement at 67% and 84%, respectively.
  • Germany, Austria, and Switzerland: Mitsubishi had the highest average Reputation Score of all brands at 666 (an increase of 15 points). Peugeot had the lowest at 574, followed by Citroen at 579. Mitsubishi had the highest sentiment at 85%. BMW had the highest visibility at 63%. MINI had the highest engagement at 80%.
  • United Kingdom: Lexus had the highest average Reputation Score at 675. The lowest: Jaguar at 530. Lexus had the highest sentiment at 85%. Kia had the highest visibility at 69%. Toyota had the highest engagement at 97%.

“We’re thrilled to be the UK’s number one-ranked dealer group for Reputation Score. It’s a great testament to the entire organisation’s dedication and commitment, and speaks volumes for how we’ve embraced our digital front door, and the importance we place on customer feedback. Looking ahead to 2021 alongside Reputation.com, we’re sure that we can make even greater strides and maintain our top position across the country.”

Claire Canard
VANTAGE MOTOR GROUP

 

What Dealerships Should Do

Embrace Reputation Experience Management

Reputation Experience Management means managing customer reviews to get found, get chosen, and get better. Google says that high-quality, positive customer reviews will improve your dealership’s visibility and increase the likelihood that a potential customer will visit you. Reviews are the lifeblood of your dealership in three big ways:

When you get better, you get more reviews, which means you are more visible and more likely to be chosen — a virtuous cycle that drives customers to your dealership.

“Customer experience has been at the heart of Listers’ approach since Terry Lister opened his first dealership over 40 years ago, and while the ways in which we monitor and manage customer satisfaction has changed over the years, Reputation.com has been a key partner in helping us manage and maintain a consistent approach to engaging with our customers through reviews and local listings.”

Anthony Williams
Head of New Media, LISTERS GROUP LIMITED

 

Claim Multiple Google My Business Listings

Your GMB listing is critical to reputation experience management. That’s because GMB listings have an inordinately high-impact on your visibility. So when you accumulate reviews on your GMB listing, you do more to help your reputation online than you can on any other online destination.

Google encourages automotive dealers to publish multiple GMB listings per location — one for sales, one for service, and one for parts, depending on how extensive a dealer’s operations are. That’s because separate GMB listings make each department at a single location more visible for all the ways people might search for something they need from a dealer.

The idea behind having multiple listings per location is to align a dealer’s sales, service and parts with the different ways people search. A GMB listing for a service department containing its own contact information and keyword-aligned content (e.g., “oil changes” or “transmission service”) will improve the service department’s visibility for local searches (e.g., “oil change near me” or “transmission repair near me”). And a GMB listing for sales will make the sales department more visible when people are searching for cars to buy rather than service.

For one of our clients, we tested the effectiveness of maintaining separate GMB listings for each location. We chose 20 locations to pilot a test. For those 20 locations, we created separate listings for sales, service and parts. For a period of five months, we compared SEO results for those locations versus the rest of the client’s locations. Here’s what we found: dealers enrolled in the GMB pilot saw a 21% year-over-year increase in GMB impressions (or views) versus non-enrolled dealers.

Learn more about this topic on our blog.

Put Your GMB Listings and Facebook Pages to Work

Keep your presence on Google and Facebook up to date. Use features such as Google Posts to let shoppers know about deals, and use visually appealing tools such as Facebook Live to showcase your inventory.

Monitor Reviews Closely and Respond to Them

Responding to customers demonstrates publicly your commitment to service and also improves your visibility on Google.

Request Reviews

Asking for reviews increases the likelihood of your listing being refreshed with positive, timely feedback. Recent and positive reviews also influence your local ranking on Google.

Learn from Reviews

Watch for common themes emerging in both positive and negative reviews. For instance, we’ve highlighted how customers need to feel safe in your environment. Review your protocols and look for ways to reassure your customers that you are following strict protocols in your sales and service areas. In addition, during these uncertain times, be mindful of your tone.

The next step in your reputation journey: embrace Reputation Experience Management now.

What Are Tenants Talking About?

Today, reputation and customer experience (CX) begins with Google. Nearly all searches occur on Google, and more than half of all those searches are “zero-click.” This means that Google, not your website, may be the only opportunity you have to attract and convert new business. In other words, Google is your new digital front door.

What people find when they land on your Google My Business (GMB) listing will make the difference between them choosing to visit your property or your competitor’s. Showcasing plenty of recent customer reviews is essential. Today, 98% of prospective residents read reviews before they make a decision about where to live, and 84% of people trust online reviews as much as personal recommendations when evaluating a business.

Equally important is the level of richness and accuracy of your listings — are their photos of your properties? Do you manage your Google Q&A? Are you sharing relevant and interesting content via Google Posts? All of these factors affect your online visibility and your ability to generate clickthroughs and calls from your listings.

But there’s more to managing your reputation than managing your Google presence. Read on for essential actions you can and should take to take your reputation to the next level.

Embrace Reputation Experience Management

Reputation experience management means managing customer reviews to get found, chosen, and better. Google says that high-quality, positive customer reviews will improve your dealership’s visibility and increase the likelihood that a potential customer will visit you.

Reviews are the lifeblood of your dealership in three big ways:

When you get better, you get more reviews, which means you are more visible and more likely to be chosen — a virtuous cycle that drives customers to your dealership.

Claim Multiple Google My Business Listings

Your GMB listing is critical to reputation experience management. That’s because GMB listings have an inordinately high impact on your visibility. So when you accumulate reviews on your GMB listing, you do more to help your reputation online than you can on any other online destination.

Google encourages automotive dealers to publish multiple GMB listings per location — one for sales, one for service, and one for parts, depending on how extensive a dealer’s operations are. That’s because separate GMB listings make each department at a single location more visible for all the ways people might search for something they need from a dealer.

The idea behind having multiple listings per location is to align a dealer’s sales, service and parts with the different ways people search. A GMB listing for a service department containing its own contact information and keyword-aligned content (e.g., “oil changes” or “transmission service”), will improve the service department’s visibility for local searches (e.g., “oil change near me” or “transmission repair near me”). And a GMB listing for sales will make the sales department more visible when people are searching for cars to buy rather than service.

For one of our clients, we tested the effectiveness of maintaining separate GMB listings for each location. We chose 20 locations to pilot a test. For those 20 locations, we created separate listings for sales, service and parts. For a period of five months, we compared SEO results for those locations versus the rest of the client’s locations. Here’s what we found: dealers enrolled in the GMB pilot saw a 21% year-over-year increase in GMB impressions (or views) versus non- enrolled dealers.

Put your GMB listings and Facebook Pages to Work

Keep your presence on Google and Facebook up to date. Use features such as Google Posts to let shoppers know about deals, and use visually appealing tools such as Facebook Live to showcase your inventory.

Monitor Reviews Closely and Respond to Them

Responding to customers demonstrates publicly your commitment to service and also improves your visibility on Google.

Request Reviews

Asking for reviews increases the likelihood of your listing being refreshed with positive, timely feedback. Recent and positive reviews also influence your local ranking on Google.

Learn from Reviews

Watch for common themes emerging in both positive and negative reviews. For instance, we’ve highlighted how customers need to feel safe in your environment. Review your protocols and look for ways to reassure your customers that you are following strict protocols in your sales and service areas. In addition, during these uncertain times, be mindful of your tone.

The next step in your reputation journey: embrace reputation experience management now. Learn from the top-ranked dealerships and brands in our Q3 study.

Top Properties Per State

RankBrandProperty NameCityStateScore

Alaska

1
Prince of Wales Eagle Lodge
CraigAK646
2Real Estate Solutions
Lakeshore Park Apartments
AnchorageAK611
3
Executive Estates Apartments
FairbanksAK566

Alabama

1Flournoy Companies
Rock Island Ridges at Riverchase
Phenix CityAL854
2RAM PartnersGreystone at RiverchasePhenix CityAL854
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Windscape Apartment Homes
MadisonAL844
4
Hawthorne Residential Properties
The Oxmoor Apartment Homes
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Arkansas

1
Richardson Properties, LLC
Bowman PointeLittle RockAR870
2
The Pointe Brodie Creek Apartments
Little RockAR854
3Block Multifamily Group
Stoneleigh Centerton Apartments
CentertonAR847
4BSRTowne Park at Har-BerSpringdaleAR843
5Brookside PropertiesRidge at Chenal ValleyLittle RockAR826

Arizona

1Avenue5 ResidentialEnclave at ArrowheadPeoriaAZ894
2
Keller Investment Properties
Maravilla ApartmentsGlendaleAZ876
3IDM
Acero North Valley Apartments
PhoenixAZ870
4IDM
Acero Cooley Station Apartments
GilbertAZ863
5GreystarThe StandardScottsdaleAZ862

California

1Greystar
Provence at Valencia Apartments
ValenciaCA895
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3Avenue5 ResidentialSorano
Moreno Valley
CA888
4GreystarRoosevelt LoftsLos AngelesCA886
5GreystarCirca LA ApartmentsLos AngelesCA881

Colorado

1Greystar360 DegreesCentennialCO886
2GreystarParq on SpeerDenverCO875
3AMLI ResidentialAMLI Denargo MarketDenverCO873
4GreystarUnion PointeLONGMONTCO873
5
Cortland Management, LLC
Cortland Powers North
Colorado Springs
CO871

Connecticut

1GreystarThe WaypointeNorwalkCT884
2AJH ManagementInfinity Harbor PointStamfordCT884
3Greystar1 Kennedy FlatsDanburyCT878
4NorthlandHartford 21HartfordCT866
5UrbyStamford UrbyStamfordCT864

DC

1Bozzuto Group450KWashingtonDC841
2Bozzuto GroupThe ApolloWashingtonDC841
3
Wood Residential Services
The BelgardWashingtonDC833
4GreystarAventine Fort TottenWashingtonDC830
5Bozzuto Group
The Apartments at CityCenter
WashingtonDC829

Deleware

1
Switzenbaum and Associates
School Bell ApartmentsBearDE834
2Reybold GroupSt Andrews ApartmentsBearDE831
3Michaels CommunitiesChasemont ApartmentsNewarkDE818
4Middletown ApartmentsMiddletownDE815

Florida

1Greystar
Caspian Delray Beach Apartments
Delray Beach
FL913
2Greystar
2Bayshore Luxury Waterfront Apartments
TampaFL910
3MAA
Retreat at Magnolia Parke
GainesvilleFL910
4GreystarOverture Dr. PhillipsOrlandoFL906
5Greystar
The Retreat at Trinity Apartments
TrinityFL900

Georgia

1RAM Partners
Greystone at Oakland Apartments
LeesburgGA903
2RAM Partners
Greystone at Columbus Park
ColumbusGA902
3
Cortland Management, LLC
Cortland ViridianDecaturGA889
4
Cortland Management, LLC
Cortland at the VillageSmyrnaGA888
5BH Management Services
Park at Johns Creek Apartments
SuwaneeGA885

Hawaii

1GreystarKalaeloa Rental HomesKapoleiHI907
2GreystarKapolei LoftsKapoleiHI871
3GreystarKapilina Beach HomesEwa BeachHI779
4Indigo Real Estate ServicesLokahi ApartmentsKailua-KonaHI763

Iowa

1Core LivingRowat LoftsDes MoinesIA850
2Hubbell Realty Company
92West Apartment Homes
West Des Moines
IA830
3
Broadmoor Property Management
River Park by Broadmoor
Council Bluffs
IA821
4Hubbell Apartment LivingCityville On 9ThDes MoinesIA820
5Timberland PartnersGrand Reserve
Cedar Rapids
IA810

Idaho

1Tablerock Residential
The Farmstead Apartments
NampaID896
2Tablerock Residential
Arboretum at Barber Station
BoiseID868
3Greystar
The Northern at Coeur d’Alene Place
Coeur d’Alene
ID831
4Campus Park Housing
Apartments @Falls Crossing
Twin FallsID821
5
Kartchner Property Management
The Residences at First Street
AmmonID811

Illinois

1Axiom PropertiesPine Ridge ApartmentsMolineIL898
2Bozzuto GroupThe CooperChicagoIL887
3Bozzuto GroupLeft Bank at K StationChicagoIL886
4Bozzuto GroupEssex on the ParkChicagoIL881
5Greystar
EMME Chicago Apartments
ChicagoIL874

Indiana

1Towne PropertiesLawrence LandingIndianapolisIN872
2
IGC Residential Property Management
The Fields of New Durham
WestvilleIN869
3NTS
Willow Lake Apartments & Townhomes
IndianapolisIN867
4NTS
Lake Clearwater Apartments
IndianapolisIN856
5
Hunter Lafayette Properties
The Bluffs ApartmentsLafayetteIN854

Kansas

1
Price Brothers Management
Bremerton Park Apartments
Prairie Village
KS884
2Oddo Development
Hunter’s Pointe Apartments and Townhomes
Overland Park
KS863
3Oddo Development
Bradford Pointe Apartments and Townhomes
Overland Park
KS861
4Pinnacle PropertiesThe Kessler Residences
Prairie Village
KS846
5
Vantage Point Properties Inc.
SunSTONE Apartment Homes at MarketPlace
AndoverKS844

Kentucky

1NTS
Hurstbourne Grand Apartments
LouisvilleKY903
2Praxm ManagementFlats at SpringhurstLouisvilleKY892
3NTSThe Willows ApartmentsLouisvilleKY885
4The Connor GroupHighland StationLouisvilleKY876
5GreystarThe Drake Apartments
Bowling Green
KY860

Louisiana

1
Cortland Management, LLC
Indigo Park by Cortland
Baton Rouge
LA893
2BH Management ServicesWest M ApartmentsLake CharlesLA886
3The PFD Group
Chestnut Ridge Apartments
Baton Rouge
LA873
4BH Management ServicesAnsley Place ApartmentsHoumaLA861
51st Lake Properties
Bella Ridge South Apartments
River RidgeLA861

Massachusetts

1Bozzuto GroupThe KensingtonBostonMA916
2GreystarThe Prescott at ConcordConcordMA877
3Greystar
Watermark Seaport Apartments
BostonMA869
4AvalonBay CommunitiesAvalon MarlboroughMarlboroughMA868
5Bozzuto GroupWashington CrossingWoburnMA861

Maryland

1GreystarEchelon at OdentonOdentonMD878
2Bozzuto Group
The Fitzgerald at UB Midtown
BaltimoreMD878
3Bozzuto GroupThe UptonRockvilleMD876
4KettlerElement 28BethesdaMD869
5Bozzuto GroupThe Courts of Devon
Gaithersburg
MD868

Maine

1
The Simon Konover Company
The Beacon at Gateway
Scarborough
ME801
2Main Eco HomesLakewood ApartmentsBridgtonME763
3HallKeen Management100 State StreetPortlandME726

Michigan

1
DHS Management Company
Boulevard ApartmentsAuburn HillsMI882
2DART Properties
Hidden Lakes Apartments
Village of Clarkston
MI879
3Van Rooy CompaniesThe Globe Apartments
Grand Rapids
MI869
4Peak ManagementRidges of Cascade
Grand Rapids
MI866
5Hayman Company601 Bond Apartments
Grand Rapids
MI864

Minnesota

1Arcadia Management
The Lyric at Carleton Place
St PaulMN863
2Arcadia ManagementRAYSt PaulMN862
3Core LivingMaven ApartmentsBurnsvilleMN860
4GreystarElan UptownMinneapolisMN856
5GreystarGrand ReserveWoodburyMN851

Missouri

1Block Multifamily GroupThe Grand Apartments
Kansas City Missouri
MO884
22B Residential
1400 Russell Apartments
St. LouisMO864
3Orion Property GroupStone Oak Apartments
Independence
MO854
4Columbia RentalsParkway ApartmentsColumbiaMO848
5Greystar51 MainKansas CityMO846

Mississippi

1SunStates ManagementThe Oaks ApartmentsGulfportMS849
2Timberland PartnersThe DeSotoHorn LakeMS825
3Timberland PartnersSavannah CreekSouthavenMS808
4
DLP Real Estate Management
Prosper SenatobiaSenatobiaMS805
5WNY Holdings LLC
Magnolia Oaks Apartments
GautierMS801

Montana

1IRET
Olympic Village Apartments
BillingsMT792
2AMC
Mountain View Apartments
BozemanMT781
3Avenue5 ResidentialCopper Run at ReserveMissoulaMT735
4Pacific Living Properties
Gallatin Trails Apartments
BelgradeMT729

North Carolina

1GreystarMaddox South EndCharlotteNC903
2GreystarAshton South EndCharlotteNC901
3Greystar
Elizabeth Square Apartments
CharlotteNC899
4GreystarWayford at ConcordConcordNC896
5GreystarMagnolia TerraceCharlotteNC894

North Dakota

1GreystarFair HillsWillistonND903
2
Investors Management & Marketing, Inc.
Hawk Pointe ApartmentsBismarckND856
3Greystar
Eagles Landing Apartments
WillistonND849
4
Investors Management & Marketing, Inc.
Southwood ApartmentsMinotND846
5
Investors Management & Marketing
Lakewood Estates Apartments
MandanND828

Nebraska

1NuStyle ManagementThe Slate ApartmentsOmahaNE851
2U.S. Residential Group
Urban Village Development
OmahaNE850
3
Canopy Row Apartments | Haymarket
LincolnNE843
4NuStyle ManagementThe Highline ApartmentsOmahaNE843
5Nustyle ManagementThe Atlas ApartmentsOmahaNE829

New Hampshire

1
The Residences at Manchester Place
ManchesterNH828
2Brady Sullivan PropertiesLofts at Mill WestManchesterNH777
3John Flatley CompanyGilbert CrossingMerrimackNH768
4Twin Ponds at NashuaNashuaNH766

New Jersey

1GreystarEstuaryWeehawkenNJ901
2Manor CommunitiesCalifornia ApartmentsAbseconNJ885
3Greystar
3 Journal Square Apartments
Jersey CityNJ885
4Greystar
The Brownstones at Englewood
EnglewoodNJ879
5GreystarChancery SquareMorristownNJ878

New Mexico

1GreystarMarkanaAlbuquerqueNM852
2GreystarOverture AlbuquerqueAlbuquerqueNM828
3
Accolade Property Management
High Range Village Apartments
Las CrucesNM821
4BLVD 2500AlbuquerqueNM817
5AMC
Allegro At Tanoan Apartment in Albuquerque
AlbuquerqueNM803

Nevada

1GreystarDestinations Alexander
North Las Vegas
NV871
2
Stout Management Company
Acerno Villas Apartment Homes
Las VegasNV861
3Greystar
Destinations Spring Valley
Las VegasNV860
4
WestCorp Management Group
Evolve ApartmentsHendersonNV856
5Myan Management Group
Bridges At Victorian Square Apartments
SparksNV848

New York

1GreystarHenry Hall ApartmentsNew YorkNY929
2Greystar
The Reserve at the Boulevard
YaphankNY865
3Fieldstone PropertiesScarsdale FairwayHartsdaleNY865
4
Eos Real Estate Management Group
Rosemont BrookhavenBellportNY862
5Greystar
The Lanthian Apartments
New YorkNY861

Ohio

1Champion CompaniesPeyton ParkHilliardOH906
2Towne PropertiesBent TreePiquaOH898
3Towne Properties
Millcroft Apartments And Townhomes
MilfordOH888
4Oakwood ManagementCumberland LinksPataskalaOH875
5Towne PropertiesBeaver Ridge RunDaytonOH874

Oklahoma

1GreystarResidence at North Penn
Oklahoma City
OK864
2GreystarWoodland Trails
Oklahoma City
OK858
3Hatley PropertiesTwin Oaks ApartmentsTahlequahOK854
4Greystar
Residences at Boardwalk
BixbyOK844
5GreystarFlats at MacarthurLawtonOK843

Oregon

1Greystar
Creekside and Spring Creek Apartments
CorvallisOR895
2Greystar
The McKenzie at Crescent Village
EugeneOR872
3Greystar
North Bethany Ridge Apartments
PortlandOR869
4Greystar
Lineage at Willow Creek Apartments
BeavertonOR866
5GreystarStoryline ApartmentsPortlandOR862

Pennsylvania

1B&F PropertiesThe Crest at Elm TreeMount JoyPA914
2Manor CommunitiesPowder Mill ApartmentsYorkPA896
3Chelsea Management
Berkeley Trace Apartments
BensalemPA877
4Fidelity Management
Park Place One Apartments
PhiladelphiaPA869
5GreystarChestnut Hill VillagePhiladelphiaPA867

Rhode Island

1
Lincoln Property Company
Residences at Slatersville Mill
SlatersvilleRI845
2Dalkey Management
Slater Cotton Mill Apartments
PawtucketRI843
3GMH Capital PartnersRiver HouseProvidenceRI812
4A R Building Company
Reynolds Farm Apartments
North Kingstown
RI793
5AvalonBay CommunitiesAvalon at Center PlaceProvidenceRI777

South Carolina

1GreystarThe MasonLadsonSC903
2Greystar
Haywood Reserve Apartments
GreenvilleSC899
3Greystar
Riviera at Seaside Apartments
Mt PleasantSC893
4GreystarArrogate VillageSummervilleSC885
5Greystar
Legacy Haywood Apartments
GreenvilleSC884

South Dakota

1
Real Property Management Express
Graystone HeightsSioux FallsSD842
2Apartments by Design
Meadowbrook Apartments
Sioux FallsSD831
3
The Village at Three Fountains
Sioux FallsSD814
4Core LivingThe Pines at Rapid CityRapid CitySD796
5
Heartland Property Management
Dakota Pointe Apartments
Sioux FallsSD774

Tennessee

1RAM PartnersOverlook at FarragutKnoxvilleTN902
2RAM PartnersFoxland CrossingGallatinTN900
3Greystar
The Cameron at Franklin Park
FranklinTN886
4Flournoy CompaniesAventine NorthshoreKnoxvilleTN883
5GreystarVintage at the Avenue
Murfreesboro
TN879

Texas

1GreystarEncore MontroseHoustonTX907
2Tipton Asset GroupParkside Grand ParkwayKatyTX906
3GreystarElan Addison GroveAddisonTX901
4GreystarThe Arts ApartmentsDallasTX898
5GreystarNovel Deep EllumDallasTX898

Utah

1GreystarHardware Apartments
Salt Lake City
UT883
2Kay’s CrossingLaytonUT874
3Rockworth Companies
The Ridge Apartment Homes
SandyUT865
4
Vertex Property Management
200 Cityview Apartments
ProvoUT864
5
Mountain States Property Management
Seasons at Murray Crossing
MurrayUT863

Virginia

1Greystar
High Street View Luxury Apartments
WilliamsburgVA918
2Northwood RavinPreserve at WestfieldsChantillyVA890
3Greystar
Bailey’s Crossing Apartments
AlexandriaVA882
4Greystar
The Pointe at New Town Apartments
WilliamsburgVA867
5LMCLumen at TysonsTysonsVA867

Vermont

1Rieley Properties
Finney Crossing Apartments
WillistonVT757
2S.D. Ireland Properties
Bayberry Commons Apartments
BurlingtonVT656
3Sunrise ManorBrightonVT644
4Mountain HausStoweVT628
5RedstoneRedstone LoftsBurlingtonVT621

Washington

1GreystarThe Luke ApartmentsRedmondWA881
2Avenue5 ResidentialWhimsical Pig
Spokane Valley
WA878
3GreystarBella Tess
Spokane Valley
WA865
4GreystarBrookline Townhomes
Spokane Valley
WA861
5GreystarThe Luna ApartmentsSeattleWA861

Wisconsin

1Bozzuto Group7SEVENTY7MilwaukeeWI906
2Mandel GroupThe North EndMilwaukeeWI866
3Toonen PropertiesNorth Shore ApartmentsMenashaWI854
4Mandel GroupDoMUSMilwaukeeWI853
5Karademas ManagementApplegate EstatesAppletonWI852

West Virginia

1Manor Communities
Pikeview Manor Apartments
BeckleyWV885
2Manor Communities
Country Club Apartments
HuntingtonWV863
3Manor Communities
Roxalana Hills Apartments
CharlestonWV852
4Royal Oaks ApartmentsHuntingtonWV844
5Pope PropertiesThe BerkshireParkersburgWV819

Wyoming

1SunridgeCasperWY787
2CSM Corporation
Mountain View Apartments
GilletteWY779
3UV Residential
Aspen Meadows Apartments
JacksonWY774
4
Rockworth Property Management
Sundance ApartmentsCheyenneWY769

Contact Us

Contact Us

14

auto rep grid img 1 - Auto Report

Why You Should Read This Report

Measured on a scale of 0 to 1,000, Reputation Score looks at a location’s sentiment, visibility, and engagement across nine elements.

Unlike other industry report cards, Reputation Score delivers actionable insights helping businesses streamline operations and drive revenue gains.

24

auto rep grid img 2b - Auto Report

How Covid-19 Has Changed Automotive Shopping

The Covid-19 pandemic has not only disrupted the industry – it’s also shaped how people shop for cars. We analyzed how people searched for dealerships online and their ratings/reviews across thousands of U.S. dealerships between January and September 2020.

Our research reveals what customers care about during the pandemic – and how dealerships are responding.

34

auto rep grid img 3 - Auto Report

Rankings

This report ranks on OEM brands. and dealerships spanning the United States, Canada, and Europe. Key findings include:

  • The automotive industry has the highest average Reputation Score and star rating – 594 and 4.5, respectively – of any major industry that we measure.
  • The bar is higher for making the Top 100 list. The top 100 dealerships this year earned a Reputation Score of 866 or above. That’s 272 points above the industry average.

In a year of dramatic and gut-wrenching disruption, automotive brands and dealerships are holding their own.

44

auto rep grid img 4 - Auto Report

What Dealerships Should Do

To build their reputations going into 2021, dealerships need to own their digital presence by relying on reviews to get found, get chosen, and get better.

When dealerships get better, they get more reviews, which means they are more visible and more likely to be chosen – a virtuous cycle that drives customers to their dealership.

Top US Brands

Learn how you’re performing on visibility, sentiment, engagement and overall Reputation score. Contact us to see how you rank against your competitors and to get a free assessment. Contact us today (1-800-888-0924) for a free assessment!

p m img rep score - Auto Report

  • Luxury

    Luxury

    RankBrandReputation ScoreSentimentVisibilityEngagementMovement Since
    Feb 2020 Report
    1Lexus67377%63%77%up
    2Acura66678%57%71%up
    3Lincoln65873%63%71%up
    4BMW65475%61%73%up
    5Mercedes-Benz63372%59%69%up
    6Audi62573%56%71%up
    7Infiniti61772%54%70%up
    8Porsche61278%48%79%up
    9Land Rover58872%49%71%up
    10Volvo56074%43%57%up
    11Jaguar54274%39%68%up
    12Tesla52072%40%4%up
    13Cadillac50472%40%4%up
    14Genesis36665%24%61%Not included in previous report

    Based on publicly available new vehicle data as of August, 2020.
  • Non-Luxury

    Non-Luxury

    RankBrandReputation ScoreSentimentVisibilityEngagementMovement Since
    Feb 2020 Report
    1Nissan68172%71%79%up
    2Subaru66975%65%78%up
    3Toyota63371%62%74%up
    4Ford63173%59%68%up
    5MINI63079%50%68%Not included in previous report
    6Hyundai62673%59%66%up
    7Chevrolet61673%53%69%up
    8Dodge61572%56%74%up
    9GMC61474%52%68%up
    10Buick61475%51%68%up
    11Kia60469%56%63%No movement
    12Honda60371%56%63%up
    13Jeep60270%56%63%up
    14Chrysler60170%56%63%up
    15Ram60170%56%63%up
    16Volkswagen59669%54%66%up
    17Mitsubishi59372%52%61%up
    18Fiat57866%57%68%up
    19Mazda54872%51%64%up

    Based on publicly available new vehicle data as of August, 2020.
  • Asia Pacific

    Asia Pacific

    RankBrandReputation ScoreSentimentVisibilityEngagement
    1Nissan68172%71%79%
    2Lexus67377%63%77%
    3Subaru66975%65%78%
    4Acura66678%57%71%
    5Toyota63371%62%74%
    6Hyundai62673%59%66%
    7Infiniti61772%54%70%
    8Kia60469%56%63%
    9Honda60371%56%63%
    10Mitsubishi59372%52%61%
    11Mazda54972%51%6%

    Based on publicly available new vehicle data as of August, 2020.

See More

Top US Dealers & Dealerships

Learn how you’re performing on visibility, sentiment, engagement and overall Reputation score. Contact us to see how you rank against your competitors and to get a free assessment. Contact us today (1-800-888-0924) for a free assessment!

p m img rep score - Auto Report

  • Public Groups

    Public Groups

    RankBrandReputation ScoreSentimentVisibilityEngagementMovement Since
    Feb 2020 Report
    1AutoNation Inc.71765%87%96%up
    2Sonic Automotive Inc.71673%79%96%up
    3Penske Automotive Group Inc.69981%61%92%up
    4Group 1 Automotive Inc.69174%69%96%up
    5Asbury Automotive Group Inc.66767%73%95%up
    6Lithia Motors Inc.60465%64%64%up
    7Berkshire Hathaway Automotive52267%52%81%up

    Based on publicly available new vehicle data as of August, 2020.
  • Private Groups

    Private Groups

    RankBrandReputation ScoreSentimentVisibilityEngagementMovement Since
    Feb 2020 Report
    1Hendrick Automotive Group80381%84%99%up
    2Napleton Automotive Group70971%78%95%up
    3Findlay Automotive Group70984%56%83%up
    4Serra Automotive Inc.70680%65%83%up
    5MileOne Autogroup69774%71%93%up
    6Prime Automotive Group68675%67%86%up
    7Holman Automotive Group Inc.66676%67%72%Not included in previous report
    8Ganley Auto Group64671%63%83%up
    9Ken Garff Automotive Group64568%66%85%up
    10Larry H. Miller Dealerships63663%69%49%up
    11Morgan Automotive Group60462%60%92%up
    12Victory Automotive Group58765%54%91%up
    13The Herb Chambers Companies58272%51%65%Not included in previous report
    14Greenway Automotive56962%60%54%up
    15Suburban Collection55564%59%75%up

    Based on publicly available new vehicle data as of August, 2020.
  • Dealerships

    Dealerships

    RankNameCityStateReputation Score
    1Kimber Creek FordPine RiverMN942
    2Hendrick Lexus CharlotteCharlotteNC938
    3Hendrick PorscheCharlotteNC931
    4Hendrick Lexus CharlestonCharlotteSC929
    5Hendrick Volvo Cars of CharlestonCharlotteSC924
    6Earl Duff SubaruHarrimanTN921
    7Parker FordMURRAYKY921
    8Mercedes-Benz of NorthlakeCharlotteNC921
    9McCoy & Mills FordFullertonCA919
    10Stevenson Hendrick Honda WilmingtonWilmingtonNC919
    11Hendrick Motors of Charlotte Mercedes-BenzCharlotteNC917
    12Metro Ford Inc.MiamiFL915
    13Ron Marhofer NissanCuyahoga FallsOH915
    14Fred Haas NissanTomballTX913
    15Colonial Motor MartIndianaPA910
    16Ada Nissan, Inc.AdaOK909
    17Rick Ridings Ford Inc.MonticelloIL909
    18Van Bortel Subaru of RochesterRochesterNY909
    19D'ELLA Honda of Glens FallsQueensburyNY908
    20Van Horn Chevrolet of NewhallNewhallIA908
    21Short-Redmond Ford of Lafollette, LLCLa FolletteTN908
    22Chestatee FordDahlonegaGA907
    23Jim Schmidt Ford, Inc.HicksvilleOH907
    24Sam Wampler's Freedom FordMcAlesterOK907
    25Hendrick AcuraCharlotteNC907
    26McLane Ford of Fredericksburg, LLCFredericksburgTX906
    27Hendrick Subaru SouthpointDurhamNC906
    28Jack Kain Ford Inc.VersaillesKY906
    29Mall Of Georgia MINIBufordGA905
    30Poway HondaPowayCA905
    31BMW of Silver SpringSilver SpringMD904
    32BMW of CatonsvilleCatonsvilleMD902
    33Beck Motor Co.PierreSD902
    34Bill Colwell Ford, Inc.HudsonIA901
    35Bayou FordLaPlaceLA900
    36Gwatney Mazda of GermantownMemphisTN900
    37Hendrick Volkswagen of ConcordConcordNC900
    38MINI Of NashvilleBrentwoodTN900
    39Lake ToyotaDevils LakeND899
    40Kayser Chevrolet BuickSauk CityWI899
    41AutoNation Acura South BayTorranceCA899
    42AutoNation Acura Gulf FreewayLeague CityTX899
    43Paoli FordPaoliPA899
    44Germain Lexus of NaplesNaplesFL898
    45Porsche SouthpointDurhamNC898
    46Heritage Mazda Bel AirFallstonMD898
    47Herb Gordon SubaruSilver SpringMD898
    48BMW SouthpointDurhamNC898
    49Atchinson FordBellevilleMI898
    50BMW of FairfaxFairfaxVA898
    51Zeigler Ford of LowellLowellMI897
    52BMW of West HoustonKatyTX897
    53Smail HondaGreensburgPA896
    54Lexus of Las VegasLas VegasNV896
    55Mike Brown FordGranburyTX896
    56Audi ClearwaterClearwaterFL896
    57Weber ChevroletColumbiaIL896
    58Roanoke FordRoanokeIL895
    59Warrensburg FordWarrensburgMO895
    60Benna Ford SuperiorSuperiorWI895
    61Vern Eide FordMitchellSD895
    62Earnhardt LexusPhoenixAZ893
    63Smith Cairns FordYonkersNY893
    64Detroit Lakes FordDetroit LakesMN893
    65Bill Korum's Puyallup NissanPuyallupWA892
    66Hendrick Lexus Kansas CityMerriamKS892
    67BMW of Fort MyersFort MyersFL892
    68Heritage Mazda TowsonLutherville-TimoniumMD891
    69Walsh HondaMaconGA891
    70Mercedes-Benz of DurhamDurhamNC891
    71Trent Buick GMCNew BernNC891
    72Hillsboro Chrysler Dodge Jeep RamHillsboroNH891
    73Terry Henricks Chrysler Dodge Jeep RamArchboldOH891
    74Kelly Nissan of WoburnStonehamMA891
    75Scanlon Lexus of Fort MyersFort MyersFL890
    76Lake Shore FordChestertonIN890
    77Corning FordCorningCA890
    78Courtesy Ford of NorfolkNorfolkNE890
    79Honda of El CerritoEl CerritoCA890
    80Myers Ford Co Inc.ElktonVA890
    81Diers FordFremontNE890
    82Herlong Chevrolet Buick, Inc.Batesburg-LeesvilleSC889
    83Porsche MechanicsburgMechanicsburgPA889
    84Feyer Ford of WilliamstonWilliamstonNC889
    85Porsche PlanoPlanoTX889
    86Smail MazdaGreensburgPA889
    87Jack Demmer Ford, Inc.WayneMI889
    88Gilbert & Baugh Ford, Inc.AlbertvilleAL888
    89Crown Ford Inc.LynbrookNY888
    90MINI of CharlestonCharlestonSC888
    91Keller Bros. FordLititzPA888
    92Lexus of PleasantonPleasantonCA888
    93John Wiese Ford, Inc.Sauk CentreMN887
    94Sarchione FordWaynesburgOH887
    95Suburban FordSandyOR886
    96Sunbury Motor CoSunburyPA886
    97Lighthouse Buick GMCMortonIL886
    98Verner-Cadby Inc.FairfieldNJ886
    99Wareham Ford, Inc.WarehamMA886
    100Williams SubaruCharlotteNC886

    Based on publicly available new vehicle data as of August, 2020.

See More

Top Intl. Brands

Learn how you’re performing on visibility, sentiment, engagement and overall Reputation score. Contact us to see how you rank against your competitors and to get a free assessment. Contact us today +44 (0) 800 066 4781 for a free assessment!

p m img rep score - Auto Report

  • Canada

    Canada

    RankBrandReputation ScoreSentimentVisibilityEngagement
    1Lincoln61370%61%65%
    2Ford60175%51%66%
    3Hyundai57567%52%88%
    4Volkswagen57170%47%66%
    5Buick56473%47%56%
    6Jeep55968%52%50%
    7Kia55372%43%58%
    8Honda54764%51%66%
    9GMC54673%45%55%
    10Mazda54470%44%61%
    11Chrysler53666%48%44%
    12Toyota53468%46%67%
    13Chevrolet53470%42%53%
    14Dodge53265%50%49%
    15BMW52861%52%55%
    16Mitsubishi51363%46%72%
    17Nissan49664%40%44%

    Based on publicly available new vehicle data as of August, 2020.
  • France

    France

    RankBrandReputation ScoreSentimentVisibilityEngagement
    1BMW63568%67%84%
    2MINI63069%63%82%
    3Mazda62369%65%62%
    4Peugeot61771%62%46%
    5Volvo61570%64%57%
    6Hyundai61169%65%49%
    7Lexus61068%62%60%
    8Suzuki60969%64%45%
    9Škoda60867%63%67%
    10Citroën60770%62%38%
    11Mercedes-Benz60567%65%62%
    12Dacia60567%64%61%
    13Toyota60269%65%47%
    14Volkswagen60265%65%66%
    15Ford60169%64%42%
    16Audi60164%66%68%
    17Renault60068%63%55%
    18Nissan59967%65%54%
    19Seat59465%63%58%
    20Mitsubishi59367%63%48%
    21Opel58866%64%47%
    22Kia58065%64%45%
    23Land Rover57864%64%42%
    24Jaguar57462%64%46%
    25Fiat56764%63%36%
    26Alfa Romeo55760%63%44%
    27Jeep55660%63%51%

    Based on publicly available new vehicle data as of August, 2020.
  • DACH

    DACH

    RankBrandReputation ScoreSentimentVisibilityEngagement
    1Mitsubishi66685%50%58%
    2MINI64373%61%80%
    3BMW64372%63%75%
    4Jaguar63976%53%63%
    5Škoda62177%51%49%
    6Kia62082%45%46%
    7Subaru62083%47%43%
    8Mazda61680%48%49%
    9Jeep61574%53%45%
    10Volkswagen61474%54%58%
    11Opel61276%51%51%
    12Suzuki61284%40%48%
    13Seat61177%50%54%
    14Toyota61083%43%45%
    15Audi60873%55%54%
    16Alfa Romeo60579%45%46%
    17Volvo60377%48%40%
    18Land Rover60272%52%53%
    19Nissan60279%46%44%
    20Ford59976%48%45%
    21Hyundai59674%52%48%
    22Honda59580%44%51%
    23Fiat59577%48%45%
    24Mercedes-Benz59271%52%58%
    25Renault58677%45%45%
    26Dacia58476%46%47%
    27Citroën57973%45%62%
    28Peugeot57479%38%63%

    Based on publicly available new vehicle data as of August, 2020.
  • UK

    UK

    RankBrandReputation ScoreSentimentVisibilityEngagement
    1Lexus67585%52%93%
    2Kia66878%69%78%
    3Hyundai66078%64%76%
    4Toyota65581%56%96%
    5Suzuki62881%46%70%
    6Honda61479%47%72%
    7Mitsubishi60679%44%54%
    8Seat60075%48%75%
    9Mazda60076%52%76%
    10MINI59875%46%77%
    11Nissan59872%52%74%
    12Škoda59072%50%68%
    13Peugeot57671%50%69%
    14Fiat57671%48%70%
    15BMW57469%54%69%
    16Volvo57372%51%66%
    17MG57174%47%52%
    18Audi56865%57%68%
    19Volkswagen56868%50%74%
    20Jeep56769%49%68%
    21Vauxhall55669%50%55%
    22Renault55471%49%72%
    23Dacia55471%49%72%
    24Ford54766%48%71%
    25Alfa Romeo54566%46%60%
    26Mercedes-Benz54063%52%69%
    27Land Rover53761%51%77%
    28Citroën53463%48%64%
    29Jaguar53061%49%78%

    Based on publicly available new vehicle data as of August, 2020.

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Top Intl. Dealers & Dealerships

Learn how you’re performing on visibility, sentiment, engagement and overall Reputation score. Contact us to see how you rank against your competitors and to get a free assessment. Contact us today +44 (0) 800 066 4781 for a free assessment!

p m img rep score - Auto Report

  • UK

    UK

    RankBrandReputation ScoreSentimentVisibilityEngagement2020 AM100 Rank
    1Vantage Motor Group74791%70%91%51
    2RRG Group and Norton Way Motors74183%68%93%29
    3Lloyd Motors68587%49%97%32
    4Listers Group67981%62%93%12
    5Toomey Motor Group65883%51%81%82
    6TG Holdcroft64278%52%76%38
    7Wessex Garages62975%57%64%N/A
    8Stoneacre62173%52%94%15
    9Inchcape Retail62063%70%99%6
    10Dick Lovett61675%53%95%31
    11Sytner Group61174%55%88%1
    12Motorline60972%49%96%23
    13JCT60060873%58%93%11
    14WJ King Group58172%45%92%N/A
    15Group 1 Automotive57965%59%82%9
    16Eden Motor Group57468%55%50%54
    17Arnold Clark Automobiles57368%59%97%4
    18Vindis Group56768%52%42%45
    19Automotive E-Commerce56485%42%61%N/A
    20Pendragon56366%54%90%3
    21Cambria Automobiles56368%54%86%25
    22Caffyns55368%46%89%74
    23Vertu Motors55166%52%76%5
    24Automotive Compliance Ltd.55168%43%65%N/A
    25LSH Auto UK55056%66%97%39
    26Snows Motor Group54768%39%91%46
    27Desira Group Plc54466%40%81%N/A
    28Hendy Group54370%43%92%17
    29Renault Retail Group54366%58%98%27
    30Allen Motor Group (Allen Ford)53863%50%81%28
    31Rybrook Holdings53469%46%53%20
    32Robins & Day53263%56%84%16
    33Perrys Group53161%54%82%30
    34Lookers52862%51%83%2
    35Swansway52758%48%85%21
    36Jardine Motors Group51661%54%55%8
    37Sinclair Motor Holdings51663%43%92%40
    38Marshall Motor Holdings51562%49%86%7
    39Heritage Automotive50959%43%81%48
    40John Clark Motor Group50861%49%92%18
    41Marriott Motor Group50575%43%11%71
    42Park's Motor Group50164%35%95%19
    43Day's Motor Group49264%35%95%N/A
    44Mercedes-Benz Retail Group UK49152%57%74%13
    45Glyn Hopkin49164%45%90%41
    46Hartwell48861%48%79%60
    47Drive Motor Retail48863%53%3%68
    48TrustFord48454%51%80%10
    49Eastern Holdings48368%40%65%22
    50Donnelly Group46268%28%85%49

    Based on publicly available new vehicle data as of August, 2020.
    Bolded entries are in the Top 21 of the 2020 AM100 Rankings
  • France

    France

    RankBrandReputation ScoreCity
    1Škoda St Thibault Des Vignes - Chardon Automobiles851Saint-Thibault-des-Vignes
    2Severac Automobiles - Citroën845Sévérac-d'Aveyron
    3Toyota-Sta 45842Pithiviers-le-Vieil
    4Autoval840Valognes
    5Renault Dacia Bymycar St Dizier839Saint-Dizier
    6Volvo Côte D'azur837Fréjus
    7Volvo Côte D'azur837Châtillon-sur-seine
    8Garage Ford Beaunant836Sainte-Foy-lès-Lyon
    9Evian Automobiles834Évian-les-Bains
    10Ford ASD Provins834Provins

    Based on publicly available new vehicle data as of August, 2020.
  • DACH

    DACH

    RankBrandReputation ScoreCityCountry
    1Autohaus Richter GmbH & Co. KG867HardheimDE
    2Auto Neustadt GmbH861Neustadt (Wied)DE
    3Autohaus Herzog GmbH & Co. KG850Neustadt in HolsteinDE
    4Auto Behrendt GmbH849SoestDE
    5Autohaus Gratzke GmbH848StuttgartDE
    6KOHL automobile Vertriebs GmbH844AachenDE
    7Dirk REMER Ford Autohaus844Schacht-AudorfDE
    8TRI AG Automobile844KippenheimDE
    9Autohaus Bruckner & Hasler GmbH842NurnbergDE
    10BMW Autohaus Hasse GmbH842MindelheimDE
    11Seifert Automobile GmbH839Bad KissingenDE
    12Autohaus Petri GmbH838LeipzigDE
    13Autowelt von Rotz AG838MünchwilenCH
    14Autohaus Sustrate GmbH & Co. KG838PattensenDE
    15Autohaus Lecki e.K.836DortmundDE
    16Autohaus von Känel AG835FrutigenCH
    17Ford Autohaus Mucke e.K.832MuckeDE
    18MINI Frankfurt832Frankfurt am MainDE
    19Autohaus Fischer & Bohm GmbH & Co. KG832LeverkusenDE
    20AHG GmbH Niederlassung Gotha - SEAT Partner831GothaDE

    Based on publicly available new vehicle data as of August, 2020.
  • UK Dealerships

    UK Dealerships

    RankBrandReputation Score
    1Ken Jervis Ltd879
    2Drayton Motors Louth875
    3Read Hyundai Grimsby866
    4Listers Honda Solihull862
    5Read Hyundai Doncaster860
    6Tetbury Audi855
    7Gravells Kia Narberth851
    8Read Hyundai Kings Lynn851
    9Listers Toyota Boston851
    10RRG Toyota Bury848
    11RRG Toyota Stockport847
    12Listers Toyota Lincoln846
    13RRG Nissan Bury846
    14Vantage Toyota York841
    15Roadworthy Bristol840
    16Audi Boston840
    17Henrys Suzuki Glasgow Official840
    18Listers Toyota Grantham839
    19Acorn Kia Crewe839
    20Toomey Nissan Southend838
    21EMG Boston838
    22Listers Volkswagen Evesham838
    23Drayton Motors (Boston)837
    24Ryders of Warrington LTD837
    25Vantage Kia Scarborough837
    26Cars2 Huddersfield Nissan837
    27Spirit Hyundai Corby833
    28Vantage Toyota Leeds833
    29Startin Suzuki Redditch832
    30Lexus Bolton831
    31Lexus Coventry831
    32Howard Abraham KIA, SKODA - Lurgan831
    33Tracks of Exeter Suzuki829
    34Listers Honda Stratford-upon-Avon829
    35Lexus Preston827
    36Lexus Leeds826
    37Oldham Mazda825
    38Hendy Portsmouth825
    39Listers Volkswagen Worcester825
    40Fine Cars Kia - Lee on the Solent825
    41RRG Skoda Rochdale825
    42Arnold Clark Glasgow Peugeot824
    43Premier Mitsubishi824
    44RRG Toyota Rochdale823
    45Downeys Kia Newtownards823
    46Listers SEAT Worcester823
    47Vantage Toyota Knaresborough823
    48Porsche Centre Teesside822
    49R N Golden Ltd.822
    50Toomey Renault Southend822

    Based on publicly available new vehicle data as of August, 2020.

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Elements of Reputation Score
in 2020 and Beyond

Star average. A strong star rating demonstrates a commitment to customer service and can influence customers’ decisions to choose a location.

Review volume. This represents the total quantity of reviews — both positive and negative — that have been written about a business. Review volume has a significant impact on locations’ search rankings and Reputation Score.

Review recency. Recently published reviews convey that the business is requesting feedback from their customers and that their customers are active and engaged. Newer reviews also help increase search rankings for locations.

Review spread. The spread refers to the total number of sites on which reviews are being posted — from Google and Facebook to dozens of industry-specific review sites. The broader the spread, the better.

Search impressions. This plays a role in how businesses look when customers search for locations on Google or other search engines. The higher a business or location appears in the search results, the easier it is for consumers to find it.

Review response. Responding to reviews demonstrates a commitment to customer experience and helps influence conversations about a brand.

Review length. The length of your reviews indicates how invested customers are in a business. It is a measure of how much time they were willing to spend giving feedback.

Listing accuracy. Locations with accurate online information — such as the correct address, phone number, and hours of operation — enable potential customers to find them easily.

Explore the US Dealership Reputation Score Portal

 

About Reputation Reports

This report is part of Reputation.com’s series of Reputation Reports, analyzing key data and rankings in the most significant industries that matter most to consumers. Founded in 2013, Reputation.com is a SaaS-based platform that manages tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints. The patented algorithms behind the Reputation Score are based on more than a decade of machine learning and data science expertise, providing businesses with a reliable index of brand performance that they can use to make targeted improvements.

About Reputation.com

Reputation.com pioneered the online reputation management (ORM) category and now extends its leadership position to include its award-winning Reputation Experience Management (RXM) platform that consistently delivers innovative, customer-driven solutions. The SaaS-based platform manages tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints. The patented algorithms behind Reputation Score X are based on more than a decade of deep machine learning and data science expertise, providing businesses with a reliable index of brand performance that they can use to make targeted improvements. Reputation.com has over 250 integration partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com, and helps businesses of all sizes across industries Get Found, Get Chosen and Get Better.

Editorial & Design Team

  • John Bergstroem, Customer Insights Analyst
  • Rebecca Biestman, Chief Marketing Officer
  • Molly Blanco, Senior Manager, Customer Marketing
  • Ryan Brannen, Manager of Web Strategy and Design
  • David Deal, Writer and Editor
  • Amanda Devenport, Marketing Program Manager
  • Ali Fawaz, Managing Director, Head of Automotive Strategy
  • Jennie Held, Head of Content, Brand, and Digital
  • Gabi Klausner-Abrahamson, Lead Designer
  • John Nantau, General Manager, VP – Global Automotive
  • Brad Null, Chief Scientist
  • Brigit Valencia, Vice President, BOCA Communications