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.
SURECRITIC
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, HYUNDAI ASSURANCE CAR CARE
AND HYUNDAI CUSTOMER REVIEWS POWERED BY SURECRITIC
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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