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An eminent vehicle manufacturer needed to promote transparency within its dealer network through the introduction of public online ratings and reviews.
It was vital the dealer network adhered to the latest CMA rulings and provided customers and the public alike with a transparent, accurate and in-language public ratings and reviews platform.
With a need to drive-up the performance of bottom-quartile dealers publicly, aura developed a bespoke questionnaire to evaluate the Sales and Service experience for a well-known automotive client. This routed survey incorporated the ability for verified customers to share a 5-Star rating and review. Using aura’s licensed web portal, the client was able to track the customers' experience, which included the independent moderation process, highlighting to the dealer network the importance and transparency of public ratings and reviews.
Adhering to the tightening CMA regulations – a crackdown on unverified ratings and reviews – the initial pilot dispelled the myth that all ratings and reviews are harmful to a Brand. Through carefully guided consultancy from aura, our client was able to demonstrate the value in sharing ratings and reviews in a public forum. With in-language, independently moderated ratings and reviews being published within 48 hours of a customer commenting on a Brand, clients are able to demonstrate to customers genuine and timely reviews based solely on verified transactions.
aura’s programme enabled our client to transparently, moderate and publish ratings and reviews to drive improvements to their Brand, resulting in clear enhancements, dealer engagement and Customer Experience.