Overall star rating has improved from 4.2 to 4.6 stars out of 5.
More reviews than before, and even with this increase, it is able to respond to 75% of all reviews across the board.
Data accuracy on business listings, resulting in 2x more website visits and 46% more listings views year-on-year.
Increase in overall market share in the UK since working with Reputation.
Overview
Kia’s customer-first philosophy is at the heart of the brand. So, to thrive in today’s feedback economy, Kia Motors UK teamed up with Reputation to revamp its customer experience programme, manage multiple customer touchpoints and drive vehicle sales.
By partnering with Reputation, Kia exceeded its own expectations and consolidated its place as one of Britain’s best-loved automotive brands with a staggering increase in its UK market share.
How Kia Increased Its UK Market Share With Reputation
Reimagining its CX strategy, Kia Motors UK set out to:
- Increase the response rate from inbound customer feedback.
- Increase the brand and dealer network star rating to reflect the level of customer service.
- Ensure business listing and data accuracy at all times.
- Manage surveys in the same platform as reviews, listings and social.
To achieve these aims, Kia Motors UK invested in Reputation’s all-in-one Reputation Experience Management platform to respond to reviews, request reviews from customers, manage business listings across its locations, and deploy customer surveys.
Since partnering with Reputation, Kia Motors UK has achieved a 75% review response rate.
Customer Feedback
Through Reputation’s Reviews and Surveys modules, Kia Motors UK has been able to dramatically increase its review response rates as well as achieve a monumental increase in the number of inbound reviews overall. Moreover, Kia has raised its star ratings across its dealer network.
Since partnering with Reputation in 2017, Kia Motors UK has:
- Increased review volumes by a phenomenal 750%
- Achieved a 75% review response rate
- Boosted overall star ratings from 4.2 to 4.6 stars
Listings
Kia Motors UK’s leadership recognized the importance of accurate business listings for dealership locations. Thus, the brand adopted Reputation’s Business Listings capability to address inaccuracies and ensure location data was kept up-to-date.
As a result of using Reputation’s Business Listings module, Kia has achieved:
- 95% data accuracy for its business listings
- 2 times the number of website visits
- 46% more listing views year-on-year
Kia Motors UK boasts a Reputation Score that sits 112 points above the industry average.
Reputation Score X
Overhauling its customer experience programme, Kia Motors UK adopted Reputation’s proprietary Reputation Score X to monitor, understand and improve its overall brand health. Now, Kia Motors UK boasts a Reputation Score that sits 112 points above the industry average, highlighting the effectiveness of the brand’s customer-first approach.
In my opinion, the Reputation platform offers the best solution out there. The platform is great, easy to use, and I really like the modular approach. Our dealers have the power to respond and influence customers’ opinions in real time, from within the Reputation platform.”
David Hart, Customer Experience Manager, Kia Motors UK