Tuesday, November 18, 2014

Hyundai And Its Dealers Embrace Transparent Web-Based Customer Reviews At Record Rate With SureCritic

In November 2013, Hyundai Motor America and its dealer network announced they would publicly feature owner-generated ratings and reviews of their dealership service experience through SureCritic™, similar to a way a restaurant or movie is rated on-line. Since then, more than 96 percent of dealers enrolled and now actively monitor reviews. No other manufacturer provides the transparency of its dealership service facilities like Hyundai.

"This is a significant milestone for Hyundai Motor America and its dealers. I'm very proud of how our dealers have chosen to use this new tool to respond to customers on a daily basis," said Frank Ferrara, executive vice president, customer satisfaction, Hyundai Motor America. "SureCritic allows customers to broadcast their service experience to their social network and provides Hyundai dealers with quick, actionable feedback regarding customer service satisfaction. It's easy to get caught up in day-to-day activity and not realize that someone just left the store completely satisfied or unsatisfied. SureCritic helps solve this issue."

Hyundai Assurance Car Care processes like SureCritic continue driving Hyundai's momentum. Industry data shows improving customer service experience pays off in terms of more highly satisfied and loyal customers. Hyundai continues to invest in new processes to improve overall customer satisfaction with service at its dealerships. Additional processes and tools include Hyundai Assurance Car Care Express™, the Quaker State lubricants program and Hyundai Assurance Connected Care™ powered by Blue Link™.     

In the past three months on SureCritic, customers on average rated their dealership service visit 4.6 on a five-star scale and 91 percent of these customers would recommend their dealer to a friend.

Hyundai customer ratings and reviews are published on a public third-party SureCritic review site that is unique to each dealership. A link on www.hyundaiusa.com takes site visitors to www.surecritic.com/hyundai-dealer, where all participating dealers are listed. Owners can give their dealership visit an overall satisfaction rating between one and five stars, post a review and recommend the dealer to their social network.

SureCritic validates that the posted review is from an actual customer, by verifying the customer's service information against actual repair order records from the dealership. SureCritic also has a mobile version of its website, making it quick and easy for potential customers to read Hyundai dealership reviews on the go. Since all verified reviews are posted, regardless of score, Hyundai Motor America and its dealers can easily respond to customers and identify areas to improve existing services quickly, without the delay usually associated with national customer satisfaction surveys.

Customer reviews provide potential Hyundai buyers and owners seeking a dealership service provider with a greater level of transparency, with every owner scoring a particular Hyundai dealer based on their own experiences.

Along with the ratings and reviews, participating dealerships enjoy a host of other features and benefits from the program including:

·         The ability for dealers to easily display testimonials and reviews on their own website
·         A social sharing application making it easy for dealership customers to share reviews with their social network
·         ReScore, a patent pending, concern resolution process designed to measure and display how effective dealership personnel are at resolving a customer's concern
·         Initial setup and training followed by monthly consultative outreach by a program representative
·         A full suite of reports including competitive benchmarks for key performance indicators

Hyundai Assurance is Hyundai's pledge to provide exceptional customer service and ensure owner satisfaction. It includes an umbrella of services including the Hyundai Assurance Car Care program, which provides worry-free car care and a satisfying driving experience. Hyundai Customer Reviews powered by SureCritic is the one of the latest Assurance Car Care tools used to deliver exceptional service and satisfy customers. Other Assurance Car Care services include high-quality parts, factory-trained technicians, free multi-point inspections and the Hyundai Assurance Car Care mobile app. Additional Hyundai Assurance programs include America's Best Warranty, 24/7 Roadside Assistance and Connected Care powered by Blue Link.

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