Reputation is thrilled to announce the release of new rankings for small & medium-sized UK dealer groups to supplement our latest Automotive Reputation Report!

Our 2023 report delves deep into the automotive landscape, analysing a whopping 5.5 million car buyers and service reviews. This extensive report illustrates the evolving sentiment of automotive customers and the pivotal role of consumer feedback in the industry.

Consumer Feedback’s Influence on the Automotive Customer Journey

Despite challenges like an uncertain economy and high car prices, the industry continues to grow. This is reflected by an 11% uptick in automotive consumer review volumes in 2023.

Automotive companies that actively engage with customers and learn from customer feedback are the ones reaping the benefits of this growth. This is underscored by the report’s industry rankings, which rank brands according to Reputation Scores comprised of three metrics – engagement, consumer sentiment, and online visibility.

Moreover, the report further emphasises the importance of consumer feedback as an integral part of the customer journey:

• 84% of customers said reviews influenced their choice of dealership in 2023.
• 93% of Gen Z utilise reviews for purchasing decisions.
• 74% of auto shoppers only consider dealerships with a rating of 4 or above.

Supplemental UK Dealer Group Rankings & Analysis 2023

While the 2023 Automotive Reputation Report included the largest dealer groups by turnover, Reputation’s data science team applied the same methodology to reveal additional rankings for the smaller groups represented in the UK AM100 (2022).

Howards Motor Group leads this supplemental table with a score of 855, boasting an impressive sentiment score of 92 and a perfect engagement score of 100. They are closely followed by Toomey Motor Group and Vantage Motor Group with scores of 818 and 792, respectively.

Meanwhile, two brands, Howards Motor Group, and SG Petch, have achieved a perfect engagement score of 100. This indicates their active involvement and interaction with their customer base.

Toomey Motor Group has the highest sentiment score of 98, suggesting extremely positive customer feedback. This is followed closely by Howards Motor Group with a sentiment score of 92.

How Dealer Group Brands Can Put Feedback to Work

Consumer feedback is a powerful tool driving transformative change in the automotive industry. Embracing and acting upon this feedback can be a differentiator for dealer group brands, setting them apart in a competitive market where actionable data matters.

By harnessing these insights, brands can not only enhance their reputation but also foster stronger relationships with their customers, improve the customer experience and generate more revenue in the process.

Here are some actionable steps from our Automotive Reputation Report that you can use to put feedback to work at your automotive company:

• Harness Consumer Insights: Dive deep into consumer reviews to understand their preferences, pain points, and expectations. Use this feedback to refine your offerings and enhance the customer experience.
• Elevate Your Reputation Score: Aim to boost your Reputation Score by actively addressing negative feedback and promoting positive reviews. Remember, a mere 150-point increase can lead to a 10% surge in sales.
• Engage with the Digital Generation: With 93% of Gen Z relying on reviews for purchasing decisions, it’s imperative that auto dealers maintain a strong online presence by actively engaging with customers online and by encouraging customers to leave reviews.
  Get Deeper Automotive Industry Insights

Get Deeper Automotive Industry Insights

Dive into our comprehensive Automotive Reputation Report to discover more insights into how the top OEMs, dealer groups and dealerships leverage their reputation and consumer feedback to boost their bottom line.

Learn how Dealer Group leaders like Snows Motor Group and Howards Motor Group boost their brand’s reputation – their most valuable asset. Put feedback to work for your dealership with the Automotive Reputation Report 2023.