Challenge

Before using the Reputation platform, the Ed Napleton Automotive Group was overwhelmed by disconnected, unstructured customer feedback from multiple sources like reviews, surveys, and social media. This data overload led to confusion, making it difficult to identify the root causes of customer issues. With a negative review percentage of around 8%, the company needed a more effective way to understand and act on customer feedback.

Solution

To solve their data problem, Napleton Auto adopted Reputation’s Journey Insights. This tool connected unstructured feedback from reviews and surveys to specific stages of the customer journey, such as pre-arrival, scheduling, and post-visit follow-up. This gave the team a deeper understanding of where and why customer experiences were succeeding or failing. The integration of Journey Insights transformed their customer experience (CX) program, providing clarity and speed by turning messy data into a strategic asset.

Results

By implementing Journey Insights in Q1 2024, the company saw significant improvements. They generated over 

• 5,000 additional Google reviews and increased their average star rating from 4.6 to 4.7 in 12 months. The group also achieved a 

• 99% review response rate. According to the National CX Director, Eduardo Rodriguez, this clarity accelerated their CX goals by 18 months.

Conclusion

Journey Insights provided the Ed Napleton Automotive Group with the necessary link between customer feedback and action. By understanding the complete customer story at a granular level, they were able to build a stronger online reputation and foster a culture of continuous improvement. This strategic approach has driven sustained growth in both review volume and ratings, positioning the company for future success.