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How Kia Increased Its UK Market Share

In 2017, Kia Motors UK set out to improve the customer experience across its brand and dealerships.

By partnering with Reputation, Kia has since exceeded its own expectations and consolidated its place as one of Britain’s best-loved automotive brands with a staggering increase in its share of the UK car market.


At the start of their journey with Reputation, Kia wanted 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.

The Results:

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Overall star rating has improved from 4.2 to 4.6 stars out of 5.
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More reviews than before, and even with this increase, it is able to respond to 75% of all reviews across the board.
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data accuracy on business listings, resulting in 2x more website visits and 46% more listings views year-on-year.
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increase in overall market share in the UK since working with Reputation.

Kia's Leadership on Reputation's Impact...

"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

Watch Kia UK’s David Hart, Customer Experience Manager, at Reputation’s Transform’21 Europe to gain insight into how:

  • Reputation’s platform enables the Kia brand and its dealerships to align marketing and CX activities.
  • Actionable insights from Reputation’s platform enables Kia to make targeted improvements across their customer experience.
  • Business listings, such as Google My Business, are managed with the Reputation platform to enhance Kia’s online visibility.

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