FROM THE DESK OF JOHN KRAFCIK
July 1, 2013
To All Hyundai Dealers:
With pleasure, I announce the launch of Hyundai Customer Reviews powered by SureCritic, a new and innovative program created for your dealership’s Service Department. Hyundai Motor America designed this web rating and review program for you to leverage customer satisfaction in order to more efficiently market your dealership’s reputation, increase web visibility, and ultimately grow customer retention.
In today’s consumer-driven marketplace, automotive retailers need a web presence. In fact, your Service Department has one, whether created by you or not. HMA collaborated with a group of our dealers to create a program that ensures a positive presence with verified reviews from real customers.
Our approach is simple. Customers complete a four question web survey about their service experience. Customers can share their review on the social media sites of their choice. Dealers can address and fix customer complaints before lower ratings post on the web. Dealers can also share reviews via social media sites.
A six month pilot among 22 dealers produced fantastic results.
· Ratings averaged 4.7 on a 5-point scale. All dealers performed at 4.3 or higher.
· 95% of customers would recommend the dealer for service.
The law of averages applies to the web: The more real reviews your dealership receives, the closer your score reflects real performance, which is over 4-stars for most Hyundai dealers. The many positive reviews overshadow the few negative reviews, but these negative reviews lend credibility to the process.
Hyundai Customer Reviews launches as a voluntary program, and I encourage all dealerships to participate. Web ratings represent the CSI of the future. HMA will guide you through the enrollment process and support you through the simple start-up period.
Hyundai Customer Reviews comes at no additional cost to you. That’s how strong we feel about it.
Watch for a communication from Frank Ferrara, Executive Vice President of Customer Satisfaction, with program details.
Stay humble, stay hungry,
