The #1 Reputation Management Platform for the Automotive Industry
Improve online visibility and engagement, increase sales and service leads, and drive higher customer satisfaction: all from a single platform.
Dealerships that effectively manage their reputation see:
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To be successful in today’s Customer Experience climate, businesses must optimize a strategy that incompasses both structured and unstructered feedback channels. Groupe Renault as a business recognises this and so has implemented a highly innovative remuneration system for the NSC network that recognises the importance of Reputation Experience Management (RXM) and its performance.
Reputation delivers a best-in-class software and strategic consultancy to help Groupe Renault and its NSC network become leaders in the Customer Experience space. By capturing all of the customer moments in the consumer journey and every piece of feedback along the way, the Reputation engine provides Renault with actionable insights that actually drive improvement at all key hierarchical levels – Corporate, NSC, and Dealership.
Business Listings
Business Listing Creation: Provides the ability to create, manage, and update dealer business listings on various sites e.g. Google, Dacia listings across an NSC, including mass creation and removal when no longer relevant.
Business Listings Directory: Provides a master directory of dealer data, e.g. name, address, telephone, opening hours, and other Groupe Renault codifications, acting as the master source of truth for presence management capabilities.
Business Listings Performance: Enables monitoring of how customers viewed and interacted with listings, providing metrics on clicks, directions, calls, and audience demographics on Google.
Business Listings Monitoring: Automatically collects data from online review sites like Google to monitor the health and accuracy of the dealer’s business listings.
Business Listings Duplicate Management: Automatically identifies potential duplicates quarterly, coordinating with publishers to suppress or merge listings once confirmed by you.
Review Management
Review Monitoring
Centralized Dashboard: Access a frequently updated, global list of review sites like Google, Facebook, and Yandex from a single centralized dashboard.
Actionable Alerts: Receive customized email alerts to flag, forward, or share important reviews for immediate follow-up action.
Trend Analysis: Filter reviews by location or sentiment to analyse trends for review volume, average rating, and more.
Review Responding
Template Management: Respond from one centralized dashboard, efficiently creating personalized custom response templates adapted based on sentiment and location.
Competitive Insights
Local Competitor Reporting V1 (2x competitors per location)
Compare your dealer’s location performance vs. their local competitors in areas such as review volume, average star rating, feedback sentiment, Reputation Score, and many more.
VOC Subscribed Services
Survey Module: Running 4 surveys in line with Renault’s VOC programme – Sales, Service, Test Drive, Call Centre. Across Renault, Dacia, Lada and Alpine brands in relevant geographies.
Hot Alert Management: The ability to create tickets based on survey responses with automation rules. Build escalation rules to establish SLAs for ticket closure.
eRep & VOC Insights
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Experience Insights
Text and verbatim sentiment analysis. Track the topics driving customer feedback to understand operational strengths and weaknesses. Industry-specific topic categories are automatically identified using AI and machine learning. Multiple automated text analysis tools applied to Surveys and Reviews: Word Cloud, Sentiment Map, Operations, and Big Movers leaderboard. Track sentiment trends, keyword impact and location-level progress by automotive category—across custom location groups or your entire organisation. View rating breakdowns across locations, websites, and survey campaigns. Compare your performance to industry peers. Generate Insights-driven reports for print or automated email distribution (PDF or CSV).
Dashboard and Reports
Configurable reports and dashboards to report and monitor on a wide range of eReputation metrics. Role-based access enables reporting at every level of the Groupe Renault business structure/hierarchy. Automated report scheduling sends pdfs / csv reports to specified recipients. Real-time dashboard reporting to ensure that metrics are always up-to-date. Over 50 out-of-the-box reporting widgets. Drag-and-drop report and dashboard builder provide easy custom report generation.
Reputation Score
A comprehensive, accurate measure of how your business and the dealers’ businesses are found, chosen, and experienced. Drill down into weighted Reputation Score sub-components (e.g. Listings Accuracy, Review Volume, Average Star Rating, Response Rates, Listing Accuracy etc.) to understand your strengths and areas to improve. Score your locations against average and best-in-class competitors across your industry. Tailored recommendations for every dealer location on how to improve their eReputation.
Business Listings
Business Listing Creation: Provides the ability to monitor the dealer’s business listings data across various business listing sites e.g. Google, and automatically correct any data that becomes incorrect. This ensures that the dealer’s business listings are always accurate on sites like Google etc. Listings audited and corrected nightly (approx every 24 hours) to maintain accuracy and consistency across publishers.
Business Listings Publisher Suggestions: Receive and manage user (end-consumer) suggestions in a single dashboard to improve the quality of data in your Source of Truth.
Business Listings Rich Content: Enables dealers to enhance their GMB listings with FAQs and Product Catalogs.
Business Listings UTM Tagging: Gain a deeper understanding of your best presence management channels by publishing source-specific UTM tags to your website URLs.
Google Q&A: Monitor and respond to local customer questions in the Google Knowledge Panel. Post and answer FAQs to streamline the customer journey.
Google Posts: Create Google Posts on each dealers’ GMB page. For example posts that detail service offers, new vehicle incentives, new model information, or special events happening at the dealership. Post to individual dealers or undertake mass-posts to all or a subset of dealers.
Review Management
Review Requesting
Deploy review requests via multiple channels: website, email, SMS.
Fully leverage your sales data via API integration with your CRM or regular CSV file uploads via SFTP.
Utilize customized and branded request templates. Deploy automated drip campaigns to encourage customer feedback.
Automatically prioritize the highest-impact review sites using our patented methodology.
Review Streaming
Stream reviews to your webpage automatically.
Syndicate customer reviews to your location pages via API.
Define filters to automatically publish feedback based on rating, timing, source, sentiment, and more. Publish reviews via an iframe (served by Reputation) or SEO-optimized mode (served by your domain).
Competitor Insights
Local Competitor Insights V2 (3x competitors per location):
Compare your dealer’s location performance vs. their local competitors in areas such as review volume, average star rating, feedback sentiment, Reputation Score, and many more. Provides all the analytics and sentiment analysis of your locations to your competitor’s locations e.g. sentiment map, sentiment taxonomy, word clouds etc. Drill-down to individual competitor reviews.
Our Customers Are Our Best Advocates
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[Reputation] also helps us to identify and correct any issues that our guests may experience at our location that we were not previously aware of.
Very intuitive and easy-to-use platform. The platform is very intuitive and helps you find what you’re looking for very easily when it comes to finding the Reputation score for your business.
The platform is super easy to use. I really like that you can respond to reviews and surveys all in one place, without having to log into different sites.