2020 Automotive Reputation Report Update the Results Are In

2020 Automotive Reputation Report Update The Results Are In

We analyzed 18,000 automotive brands and dealerships in the United States, and 15,000 more across Canada and Europe, during a year marked by seismic change.

Here’s what we found: • Auto dealerships that effectively manage their digital reputations see up to a 10% increase in average sales volume.

• Customer feedback matters more than ever. Dealership hygiene is a key driver of negative sentiment in the Covid-19 era. Customers’ mentions of personal health and safety have grown 100X in reviews of dealerships since the pandemic hit — and it’s $ +10% an overwhelming consumer concern.

Auto dealerships that effectively manage their digital reputations • A dealership’s valet service is the Number One new driver of see up to a 10% increase in average sales volume. positive sentiment during the pandemic. A good valet service addresses customers’ desire to minimize time around other people inside brick-and-mortar locations.

• A different OEM brand dominates each geographic market studied, with Nissan topping the U.S. list; Lincoln in Canada; and Mitsubishi, BMW, and Lexus leading the rankings in Europe.

Find out more in our rankings.

The State of the Industry 4 Brands in Canada 34

How Covid-19 Has Changed Canada: Top Brands 35 Automotive Shopping and Service 6 Ranking the European Leaders 36

The Rankings: Key Findings 18 France: Top Brands 38

Ranking the US and Canada Leaders 20 DACH: Top Brands 39

Top Brands in the United States 21 UK: Top Brands 40

US: Top Luxury Brands 22 UK: Top 50 Dealer Groups 41

US: Top Non-Luxury Brands 23 France: Top 10 Dealerships 44

Asia Pacific: Top Brands 24 DACH: Top 20 Dealerships 45

Dealerships and Large Dealer Groups UK: Top 50 Dealerships 46 in the United States 25 What Dealerships Should Do 47

US: Top Dealership Groups — Public 27 Elements of Reputation Score 50 US: Top 15 Dealership Groups — Private 28 About Reputation Reports 51 US: Top 100 Dealerships 29 About Reputation.com 51

Editorial and Design Team 52

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 4 The 2020 Automotive Reputation Report Update is an essential resource to understand how online reputation management is evolving in a digital-first world that has been changed by a cataclysmic global pandemic. We’ve ranked the world’s top automotive brands, dealer groups, and dealerships based on a variety of factors, including the volume and sentiment of customer reviews.

This report is an update to our 2020 Automotive Reputation Report, a scale of 0 to 1,000, Reputation Score measures a location’s which was published in February. Since then, the Covid-19 pandemic sentiment, visibility, and engagement across nine elements ranging has exacted a heavy toll economically on most industries, including from star average to review volume. (See the section Elements of automotive. Even though automotive sales overall are down during Reputation Score for more detail.) the pandemic, people are buying vehicles and getting their cars serviced. Cox Automotive reported that in September, the seasonally We calculate Reputation Score using artificial intelligence to adjusted annual rate (SAAR) in the United States was likely to take a snapshot of everything customers say about a brand. We reach 15.5 million — the fifth consecutive month of sales pace examine customer surveys. But we also look at the harder-to- improvement after the industry saw a historic low in April. find, unstructured data that other tools overlook, such as tweets, Facebook posts, and other comments that appear on social Automotive customers also continue to share their opinions of channels every day. dealerships and OEM brands through ratings and reviews — a lot of them in 2020, as our update shows. The pandemic has influenced Reputation Score is not the only metric, but it’s a valuable one. It’s those opinions, especially of dealerships, in significant ways. As a tool that provides a unique assessment that complements other we report in our section on car shopping and service during the industry ratings and performance measures. Unlike other industry pandemic, dealerships’ ability to respond to customers’ concerns report cards, Reputation Score delivers actionable insights that help about safety and convenience has an impact on their reputations. automotive dealerships and OEMs improve operations and drive revenue. We can show how an increase in Reputation Score leads to To research wide-ranging consumer sentiment, Reputation.com’s measurable revenue gains. data science team applied machine learning to unstructured text from consumer reviews on Google, Facebook, and other sources for 33,000+ dealerships and leading automotive brands. Then we ranked dealerships and brands using Reputation Score. Using

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 6 The Covid-19 pandemic has upended revenue targets and many longstanding practices within the automotive industry.

At the start of the pandemic, many auto factories were forced to shut down for several weeks, resulting in a lack of output and low sales numbers in the second quarter. In fact, U.S. auto sales hit a record low in April. But the industry has battled back, with monthly sales slowly rising into the third quarter of the year. Even so, U.S. auto sales overall remain depressed, dropping 9.7% in the third quarter, and some industry watchers say it will take years for industry sales to recover to their pre-pandemic levels.

During this tumultuous year, the pandemic has also influenced how people shop for vehicles. According to Cars.com research, of those who purchased a car within the last six months, 57% said it was due to the pandemic. That’s because consumers are turning to personal car ownership as their preferred and safe mode of transportation. 57% Cars.com also says that the pandemic has accelerated the adoption Of those who purchased a car within the last six months, 57% said it was of virtual car-buying tools and contactless home delivery options from due to the pandemic. That’s because consumers are turning to personal both shoppers and sellers. car ownership as their preferred and safe mode of transportation. – Cars.com Our own research also reveals some important ways that the shopping and service experience has changed during the pandemic. We analyzed how people searched for dealerships online and their ratings/reviews across thousands of U.S. dealerships between January and September 2020. Here’s what we found:

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 7 The platform became our most powerful tool during lockdown. With the platform, it became our only source of customer feedback whilst our own internal NPS measurement was temporarily suspended. We used the platforms’ insights to help us understand the levels of service our customers were receiving across those dealerships that were operating aftersales-only services and supported our gradual reopening too.

— David Mullins UK GROUPE RENAULT

5 1750

1500 4 Star Rating

1250 3 1000

750 2

500 1 Review Volume Review 250

0 0 Jan 2020 Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Positive Neutral Negative

Mentions of personal health and safety have increased 100X since But the reverse is true, too: dealerships that follow health and safety the pandemic hit. protocols receive positive feedback and, on the whole, positive remarks about health and safety outweigh the negatives. Those mentions typically focus on how well dealerships follow Covid- 19-related protocols such as requiring customers and employees to Sample positive comments include: wear safety masks and maintain an acceptable social distance.

• “Dealership is clean and doing everything they can with the And a number of customers are not happy, with complaints rising Covid situation going on.” since April. In fact, the percentage of negative complaints has risen from 18% in April to 38% in September. Concerns over how well • “The dealership staff were all friendly and I appreciated them dealerships enforce personal health and safety protocols constitute all wearing masks.” one of the biggest issues driving negative customer sentiment, • “Great customer service and fast service. Came in for a 10k and the newest theme over the last few months. When employees maintenance check. They were all wearing their mask for our and other customers neglect to wear masks in waiting rooms and safety.” showrooms, or when people fail to follow social distancing protocols, reviewers notice. • “Staff was very friendly and professional and they were all wearing masks which I appreciate. The facilities were Remember, customers can verify with their own eyes how well you immaculate. All in all a very pleasant experience.” follow health and safety protocols. • “The dealership was very clean and everyone was wearing their masks.”

All that being said, health and safety is not the Number One driver of negative sentiment. Health and safety ranks fourth behind service, pricing, and finance as negative drivers.

Dealerships need to improve the fundamentals in addition to keeping their locations safe.

3K 4

3 Star Rating 2K

1K 1 Review Volume Review

0 0 Jan 2020 Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Positive Neutral Negative

If ever there was a time when keeping vehicles clean was important, But the complaints are beginning to creep up since bottoming out this is it. A dirty car always reflects poorly on a dealership. But during in April. a pandemic, the appearance of untidy and unclean vehicles on the lot and in the service lane may very well drive away customers in These are the kinds of comments no dealership wants to see: droves. • “The only thing that needs improvement is the washing of Fortunately, most dealerships are doing a good job in the cars before being handed to you, it’s not that clean.”

cleanliness department, and the review comments reflect • “Car was not cleaned after service. Car was returned dirty.” that:

• “[The service advisor] gave us a loaner for the day and advised me that the car would be ready in the afternoon. As promised, I received the expected car ready text in the afternoon. The car was ready with a car wash and carpets vacuumed. Great customer service. Thank you!”

• “Had a great experience picking up my dream car. Juan made it an easy and informative experience. He had my new car clean and ready for me to pick up and was very knowledgeable about the vehicle and its functions.”

Jan 2020 Mar 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Google post impressions

We examined the volume of consumers’ views, or impressions, of dealerships’ Google Posts. Posts consist of variable content such as sales and special events that dealerships publish on their Google My Business (GMB) listings. Views of Posts are a good barometer of +50% shopper interest and intent. Those views increased by more than

50% – surging above their pre-Covid-19 levels. Views of Posts on Google My Business are a good barometer of shopper interest and intent. Those views increased by more than 50% – surging above their pre-Covid-19 levels.

Jan 2020 Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Web Phone Directions

Digital engagements on Google and Facebook drove more than 10% more traffic to dealer websites than pre-Covid-19, and they drove 20% more calls from May to July. In addition, the volume of clicks to directions to physical dealerships has returned roughly to pre- +10% Covid-19 levels.

Digital engagements on Google and Facebook drove more than 10% People have been interested in doing business with dealerships even more traffic to dealer websites than pre-Covid-19. during the height of state-by-state lockdowns. And sites such as Facebook and GMB listings are safer ways to do research.

5 400

300

3 Star Rating

200

2 Review Volume Review

100

0 0

Jan 2020 Mar 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Positive Neutral Negative

People are less likely to walk into a dealership now. Here’s how customers are responding positively: Dealerships that make it easier to make an appointment ahead of time have a distinct advantage over those that don’t, at a time • “Easy process and flexible scheduling. Car is clean and fueled when people don’t want to spend too much time lingering inside a up ready to go making the swap out process seamless.” dealership. • “Efficient quality service. Fair price. Easy to make an appointment. Repair went according to the expectation set. Service reps and cashiers are friendly and welcoming.”

• “It was easy to make an appointment for the time that worked best for me. Very fast and friendly staff.”

Valet/Door to door service Category Sentiment 76 0 100

2,137 Reviews and Surveys

When people reviewed their experience visiting a dealership, the quality of the dealership’s valet service is the strongest new driver of positive consumer sentiment in 2020.

• Reviews typically included comments such as “Great experience, • A good valet service addresses customers’ desire to minimize easy scheduling service pick-up and delivery,” or “Our car was their time around other people inside a brick-and-mortar picked up from our home and returned the same day in excellent location, where the risk of contracting Covid-19 increases. Driving condition.” awareness of these services is a dealership’s top opportunity to influence customer satisfaction and comfort.

50K 5

40K 4 Average Rating

30K 3

20K 2 Review Volume Review

10K 1

0 0 Jan 2020 Mar 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020

Positive Neutral Negative

Price-related complaints constitute the second-highest factor driving negative sentiment, behind service. But the positive comments outweigh the negatives, as these examples illustrate:

Customer complaints included comments like this: • “. . . very professional and gave us excellent service. No need to leave town to get a great deal!” • “He changed the price of the car once I decided to buy. • “Got a great honest price . . . and an honest trade in. Clean Then, after giving my deposit, he threatened to keep it or facility and a painless buying process. We were treated with take it because I was out of town and could not travel back friendliness and respect.” immediately due to Coronavirus cancellations.” • “We were on the prowl to purchase a used car/truck out • “Had a positive experience at this dealership while I was right in the $8,000 range out the door and took two days buying my car but when I got my first loan statement there but we finally found something we liked . . . and even came were thousands of dollars of add-ons that I didn’t agree to in under budget $7,700 outdoor tags and all final . . . Very pay for.” pleased and WE’LL BE BACK FOR ANOTHER.” • “Buyer beware, they will over charge, fuzzy math. Sales manager charged my daughter a $1,000 more . . . very shady people. They WILL RIP YOU OFF.”

We speculate that chronic inventory shortages dogging the auto industry are having an impact. As reported in The Wall Street Journal, even though car sales are down, prices are reaching new highs.

The average new vehicle sold in September cost a record $35,655, according to J.D. Power. The shutdown of automobile factories in the spring left dealerships with less inventory to sell in subsequent months, and even used inventory dwindled. Less inventory drives prices up. In addition, as the Cars.com survey and other sources have noted, the pandemic has actually inspired people to start shopping for automobiles for a variety of reasons – to seek refuge, to make it possible to take short road trips, and to relocate to safer places to live.

According to the Detroit Free Press, it’s going to take at least two years for auto manufacturers to restore the sales and production numbers seen before the start of the coronavirus pandemic – so we should expect cars to remain pricey for quite some time.

Now let’s take a look at the rankings in the United States, Canada, and Europe.

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 18 The automotive industry has the highest average Reputation Score and star rating — 594 and 4.5, respectively — of any major industry that we measure.

• The automotive industry’s 594 average Reputation Score has • The average number of reviews over the past 12 months per dropped from the 603 average we reported in February 2020. location is just 160 (down from 191 in February), which points to The lower average is driven by a decrease in review volume, an opportunity for auto brands to build review volume to capture, due to Google suspending reviews for weeks at the height of analyze, and act on recent customer feedback to improve the the pandemic, decreasing levels of review responses, and lower overall customer experience. review spread. • Rankings can change at any time, as customer feedback • The bar is higher for making the Top 100 list. The Top 100 continues to affect a business’s Reputation Score. Despite the dealerships this year earned a Reputation Score of 886 and above. intense competition, 68% of the dealerships currently tracking That’s 272 points above the industry average. toward the Top 100 ranked among the top 3% nationwide for the past year. • Engagement is good – but there is room to improve. The average engagement score for all brands in our study was 63%. That said, brands still have a ways to go before they reach the 100% response rate Reputation.com recommends.

Automotive Rep Score is down in the update A dealership’s valet service is the Number One new driver of positive sentiment during the The automotive industry’s average Reputation Score has dropped from the pandemic. 603 average we reported in February 2020. The lower average is driven by a decrease in review volume, due to Google suspending reviews for weeks at Dealership hygiene is a key driver of negative the height of the pandemic, decreasing levels of review responses, and lower sentiment in the Covid-19 era. review spread.

• Nissan retained its top ranking. At 681, its Reputation Score • Tesla performed poorly in our update, with the lowest rate for remains virtually the same as in our February report. Nissan had responding to negative reviews and the lowest engagement the second highest response rate to negative feedback (72%), the scores. Of all brands we studied, Tesla had the lowest number second highest engagement score (79%), and the lowest number of locations with scores above 700. Consumer sentiment for the of dealerships with scores below 500 (3%). Nissan also had the Tesla brand was average (72%). According to our findings, Tesla highest visibility rate (71%) and the second highest average review struggles with the service side of its business. Tesla was also rated volume in the last 12 months (401). worst for pricing and speed of service.

• Mitsubishi saw the highest Reputation Score increase, with an • Among Asia Pacific brands in the United States, Nissan improvement of 54 points since the last report. Why? Because ranked highest. Lexus, Subaru, and Acura were clustered Mitsubishi improved in all factors: sentiment, visibility, and tightly together for the second, third, and fourth spots. Their engagement. scores were especially close in the engagement and sentiment categories, which points to the two ways these brands can break • Cadillac’s Reputation Score dropped the most (45 points). apart from the pack. Acura should focus on engagement and Cadillac’s customer sentiment remained steady — so why the visibility to move ahead, while Subaru should focus on sentiment. drop? The brand experienced lower review volume, spread, and Meanwhile, Toyota rounded out the Top Five. Also, Mitsubishi review recency, which affected Cadillac’s visibility. In addition, moved up five spots while Hyundai jumped six spots to round out Cadillac’s engagement levels dropped. There’s a lesson here: the final spot in the Top 10. reputation management means more than passively watching the positive reviews roll in. Brands must work at maintaining their reputation by encouraging customers to post reviews, and by responding to them.

+54 Mitsubishi saw the highest Reputation Mitsubishi improved its performance in all factors: Score increase since the last report. sentiment, visibility, and engagement.

Movement Since Rank Brand Reputation Score Sentiment Visibility Engagement Feb 2020 Report

1 Lexus 673 77% 63% 77%

2 Acura 666 78% 57% 71%

3 Lincoln 658 73% 63% 71%

4 BMW 654 75% 61% 73%

5 Mercedes-Benz 633 72% 59% 69%

6 Audi 625 73% 56% 71%

7 Infiniti 617 72% 54% 70%

8 Porsche 612 78% 48% 70%

9 Land Rover 588 72% 49% 71%

10 Volvo 560 74% 43% 57%

11 Jaguar 542 74% 39% 68%

12 Tesla 520 72% 40% 4%

13 Cadillac 504 74% 36% 80%

14 Genesis 366 65% 24% 61% Not included in previous report

Based on publicly available new vehicle data as of August, 2020.

Movement Since Rank Brand Reputation Score Sentiment Visibility Engagement Feb 2020 Report

1 Nissan 681 72% 71% 79%

2 Subaru 669 75% 65% 78%

3 Toyota 633 71% 62% 74%

4 Ford 631 73% 59% 68%

5 MINI 630 79% 50% 68% Not included in previous report

6 Hyundai 626 73% 59% 66%

7 Chevrolet 616 73% 53% 69%

8 Dodge 615 72% 56% 64%

9 GMC 614 74% 52% 68%

10 Buick 614 75% 51% 68%

11 Kia 604 69% 56% 63% No movement

12 Honda 603 71% 56% 63%

13 Jeep 602 70% 56% 63%

14 Chrysler 601 70% 56% 63%

15 Ram 601 70% 56% 63%

16 Volkswagen 596 69% 54% 66%

17 Mitsubishi 593 72% 52% 61%

18 Fiat 578 66% 57% 65%

19 Mazda 549 72% 51% 64% No movement

Based on publicly available new vehicle data as of August, 2020.

Rank Brand Reputation Score Sentiment Visibility Engagement

1 Nissan 681 72% 71% 79%

2 Lexus 673 77% 63% 77%

3 Subaru 669 75% 65% 78%

4 Acura 666 78% 57% 71%

5 Toyota 633 71% 62% 74%

6 Hyundai 626 73% 59% 66%

7 Infiniti 617 72% 54% 70%

8 Kia 604 69% 56% 63%

9 Honda 603 71% 56% 63%

10 Mitsubishi 593 72% 52% 61%

11 Mazda 549 72% 51% 64%

Based on publicly available new vehicle data as of August, 2020.

• The majority of dealerships included in the study — 80% — had • Hendrick dealerships scored an impressive five spots in the Top Reputation Scores above 500. Nearly one-third (30%) had scores 11 — for Lexus, Mercedes-Benz, Porsche, and Volvo brands. above 700. Incredibly, 38 dealerships had Reputation Scores of • Among privately held dealer groups, Hendrick Automotive 900+. maintained its Number One ranking. Among publicly held • Dealerships that earned a spot in our Top 100 list represent dealer groups, AutoNation ranked first, as well. the top .05% of all dealerships in the United States. Ranking in • Large dealer groups excel at reputation management: 17 of 22 the Top 100 is a significant accomplishment. However, without had Reputation Scores above the industry average. ongoing reputation and customer experience management, maintaining a Top 100 ranking is impossible. • Dealer groups outperform OEM brands and dealerships in engagement and sentiment, with many scoring above 90% in • The top four brands with dealerships tracking toward the top engagement. of the list were Ford, Lexus, BMW, and Honda. Thirty-seven Ford dealerships and eight Lexus dealerships are on the list. BMW and • Findlay had the highest sentiment at 85%, Hendrick had the Honda earned six spots each. highest engagement at a very impressive 99%, and AutoNation had the highest visibility at 87%. • California and Florida — the two states with the most car sales — achieved dramatically different rankings based on aggregate • Hendrick Automotive is the only dealer group that scored Reputation Scores for their dealerships. Florida ranked fourth higher than 80% in all three categories (sentiment, visibility, and (behind North Carolina, Washington, D.C., and top-ranked engagement). Rhode Island). California, where car sales are highest, ranked 41. California dealerships have plenty of opportunity to improve.

• Kimber Creek Ford and Hendrick Lexus Charlotte are still among the top ranked at One and Two, and they are separated by only four points. Volvo Car Georgia – which ranked third last time — is no longer in the Top 100, which shows just how volatile the Top 100 can be.

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 25 Online reputation is a reflection of a company’s culture. We take tremendous pride in the way our nearly 11,000 teammates serve our customers and represent our values each day. Being recognized with the number-one overall ranking is only possible because of their dedication to our customers and to one another.

— Greg Gach President, HENDRICK AUTOMOTIVE GROUP

Movement Since Rank Brand Reputation Score Sentiment Visibility Engagement Feb 2020 Report

1 AutoNation Inc. 717 65% 87% 96%

2 Sonic Automotive Inc. 716 73% 79% 96%

3 Penske Automotive Group Inc. 699 81% 61% 92%

4 Group 1 Automotive Inc. 691 74% 69% 96%

5 Asbury Automotive Group Inc. 667 67% 73% 95%

6 Lithia Motors Inc. 604 65% 64% 64%

7 Berkshire Hathaway Automotive 522 67% 52% 81%

Based on publicly available new vehicle data as of August, 2020.

The Reputation Score continues to be a critical benchmark in helping us understand customer satisfaction, and also measuring how our associates are contributing to the overall experience. Our partnership with Reputation has proven to be an effective way to make operational decisions. It’s provided the agility we’ve needed given the circumstances of 2020 and helped drive our best quarter ever.

— Marc Cannon, AUTONATION

Movement Since Rank Brand Reputation Score Sentiment Visibility Engagement Feb 2020 Report

1 Hendrick Automotive Group 803 81% 84% 99%

2 Napleton Automotive Group 709 71% 78% 95%

3 Findlay Automotive Group 709 84% 56% 83%

4 Serra Automotive Inc. 706 80% 65% 83%

5 MileOne Autogroup 697 74% 71% 93%

6 Prime Automotive Group 686 75% 67% 86%

7 Holman Automotive Group Inc. 666 76% 67% 72% Not included in previous report

8 Ganley Auto Group 646 71% 63% 83%

9 Ken Garff Automotive Group 645 68% 66% 85%

10 Larry H. Miller Dealerships 636 63% 69% 94%

11 Morgan Automotive Group 604 62% 60% 92%

12 Victory Automotive Group 587 65% 54% 91%

13 The Herb Chambers Companies 582 72% 51% 65% Not included in previous report

14 Greenway Automotive 569 62% 60% 54%

15 Suburban Collection 555 64% 59% 75%

Based on publicly available new vehicle data as of August, 2020.

Rank Name City State Reputation Score

1 Kimber Creek Ford Pine River MN 942 2 Hendrick Lexus Charlotte Charlotte NC 938 3 Hendrick Porsche Charlotte NC 931 4 Hendrick Lexus Charleston Charleston SC 929 5 Hendrick Volvo Cars of Charleston Charleston SC 924 6 Earl Duff Subaru Harriman TN 921 7 Parker Ford Murray KY 921 8 Mercedes-Benz of Northlake Charlotte NC 921 9 McCoy & Mills Ford Fullerton CA 919 10 Stevenson Hendrick Honda Wilmington Wilmington NC 919 11 Hendrick Motors of Charlotte Mercedes-Benz Charlotte NC 917 12 Metro Ford Inc. Miami FL 915 13 Ron Marhofer Nissan Cuyahoga Falls OH 915 14 Fred Haas Nissan Tomball TX 913 15 Colonial Motor Mart Indiana PA 910 16 Ada Nissan, Inc. Ada OK 909 17 Rick Ridings Ford Inc. Monticello IL 909 18 Van Bortel Subaru of Rochester Rochester NY 909 19 D'ELLA Honda of Glens Falls Queensbury NY 908 20 Van Horn Chevrolet of Newhall Newhall IA 908 21 Short-Redmond Ford of Lafollette, LLC La Follette TN 908 22 Chestatee Ford Dahlonega GA 907 23 Jim Schmidt Ford, Inc. Hicksville OH 907 24 Sam Wampler's Freedom Ford McAlester OK 907 25 Hendrick Acura Charlotte NC 907

Rank Name City State Reputation Score

26 McLane Ford of Fredericksburg, LLC Fredericksburg TX 906 27 Hendrick Subaru Southpoint Durham NC 906 28 Jack Kain Ford Inc. Versailles KY 906 29 Mall Of Georgia MINI Buford GA 905 30 Poway Honda Poway CA 905 31 BMW of Silver Spring Silver Spring MD 904 32 BMW of Catonsville Catonsville MD 902 33 Beck Motor Co. Pierre SD 902 34 Bill Colwell Ford, Inc. Hudson IA 901 35 Bayou Ford LaPlace LA 900 36 Gwatney Mazda of Germantown Memphis TN 900 37 Hendrick Volkswagen of Concord Concord NC 900 38 MINI Of Nashville Brentwood TN 900 39 Lake Toyota Devils Lake ND 899 40 Kayser Chevrolet Buick Sauk City WI 899 41 AutoNation Acura South Bay Torrance CA 899 42 AutoNation Acura Gulf Freeway League City TX 899 43 Paoli Ford Paoli PA 899 44 Germain Lexus of Naples Naples FL 898 45 Porsche Southpoint Durham NC 898 46 Heritage Mazda Bel Air Fallston MD 898 47 Herb Gordon Subaru Silver Spring MD 898 48 BMW Southpoint Durham NC 898 49 Atchinson Ford Belleville MI 898 50 BMW of Fairfax Fairfax VA 898

Rank Name City State Reputation Score

51 Zeigler Ford of Lowell Lowell MI 897 52 BMW of West Houston Katy TX 897 53 Smail Honda Greensburg PA 896 54 Lexus of Las Vegas Las Vegas NV 896 55 Mike Brown Ford Granbury TX 896 56 Audi Clearwater Clearwater FL 896 57 Weber Chevrolet Columbia IL 896 58 Roanoke Ford Roanoke IL 895 59 Warrensburg Ford Warrensburg MO 895 60 Benna Ford Superior Superior WI 895 61 Vern Eide Ford Mitchell SD 895 62 Earnhardt Lexus Phoenix AZ 893 63 Smith Cairns Ford Yonkers NY 893 64 Detroit Lakes Ford Detroit Lakes MN 893 65 Bill Korum's Puyallup Nissan Puyallup WA 892 66 Hendrick Lexus Kansas City Merriam KS 892 67 BMW of Fort Myers Fort Myers FL 892 Lutherville- 68 Heritage Mazda Towson MD 891 Timonium 69 Walsh Honda Macon GA 891 70 Mercedes-Benz of Durham Durham NC 891 71 Trent Buick GMC New Bern NC 891 72 Hillsboro Chrysler Dodge Jeep Ram Hillsboro NH 891 73 Terry Henricks Chrysler Dodge Jeep Ram Archbold OH 891 74 Kelly Nissan of Woburn Stoneham MA 891 75 Scanlon Lexus of Fort Myers Fort Myers FL 890

Rank Name City State Reputation Score

76 Lake Shore Ford Chesterton IN 890 77 Corning Ford Corning CA 890 78 Courtesy Ford of Norfolk Norfolk NE 890 79 Honda of El Cerrito El Cerrito CA 890 80 Myers Ford Co Inc. Elkton VA 890 81 Diers Ford Fremont NE 890 82 Herlong Chevrolet Buick, Inc. Batesburg-Leesville SC 889 83 Porsche Mechanicsburg Mechanicsburg PA 889 84 Feyer Ford of Williamston Williamston NC 889 85 Porsche Plano Plano TX 889 86 Smail Mazda Greensburg PA 889 87 Jack Demmer Ford, Inc. Wayne MI 889 88 Gilbert & Baugh Ford, Inc. Albertville AL 888 89 Crown Ford Inc. Lynbrook NY 888 90 MINI of Charleston Charleston SC 888 91 Keller Bros. Ford Lititz PA 888 92 Lexus of Pleasanton Pleasanton CA 888 93 John Wiese Ford, Inc. Sauk Centre MN 887 94 Sarchione Ford Waynesburg OH 887 95 Suburban Ford Sandy OR 886 96 Sunbury Motor Co Sunbury PA 886 97 Lighthouse Buick GMC Morton IL 886 98 Verner-Cadby Inc. Fairfield NJ 886 99 Wareham Ford, Inc. Wareham MA 886 100 Williams Subaru Charlotte NC 886

Based on publicly available new vehicle data as of August, 2020. 2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 32 We are very excited to see the positive impact that our customer-first strategy is having on our online reputation and, more importantly, our Holman experience. Our drive to create an exceptional customer experience is ingrained in our culture and our commitment to our customers. By no means are we done.

— Gene Welsh President, HOLMAN AUTOMOTIVE

• The top performers for Reputation Score in our study were Lincoln, Ford, and Hyundai. At 550, the average Reputation Scores of Canadian brands was lower than in the United States (594), the United Kingdom (584), Germany/Austria/Switzerland (608), and France (597).

• Ford had the highest sentiment score at 75%. Lincoln had the highest visibility score at 61%. Hyundai had the highest engagement score at 88%.

Rank Brand Reputation Score Sentiment Visibility Engagement

1 Lincoln 613 70% 61% 65%

2 Ford 601 75% 51% 66%

3 Hyundai 575 67% 52% 88%

4 Volkswagen 571 70% 47% 66%

5 Buick 564 73% 47% 56%

6 Jeep 559 68% 52% 50%

7 Kia 553 72% 43% 58%

8 Honda 547 64% 51% 66%

9 GMC 546 73% 45% 55%

10 Mazda 544 70% 44% 61%

11 Chrysler 536 66% 48% 44%

12 Toyota 534 68% 46% 67%

13 Chevrolet 534 70% 42% 53%

14 Dodge 532 65% 50% 49%

15 BMW 528 61% 52% 55%

16 Mitsubishi 513 63% 46% 72%

17 Nissan 496 64% 40% 44%

Based on publicly available new vehicle data as of August, 2020.

• Lexus, Suzuki, Toyota, Mitsubishi, and Honda ranked highest for sales experience. Citroen, Mercedes-Benz, Land Rover, Peugeot, and Jeep ranked lowest.

• Honda, Suzuki, Toyota, Lexus, and Kia ranked highest for service experience. Alfa Romeo, Jaguar, Mercedes-Benz, Land Rover, and Jeep ranked lowest.

• France: The top-rated brand in France was BMW, with a score of 635. The lowest rated was Jeep at 556. Peugeot had the highest sentiment at 71%. BMW had the highest visibility and engagement at 67% and 84%, respectively.

• Germany, Austria, and Switzerland: Mitsubishi had the highest average Reputation Score of all brands at 666 (an increase of 15 points). Peugeot had the lowest at 574, followed by Citroen at 579. Mitsubishi had the highest sentiment at 85%. BMW had the highest visibility at 63%. MINI had the highest engagement at 80%.

• United Kingdom: Lexus had the highest average Reputation Score at 675. The lowest: Jaguar at 530. Lexus had the highest sentiment at 85%. Kia had the highest visibility at 69%. Toyota had the highest engagement at 97%.

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 36 We’re thrilled to be the UK’s number one-ranked dealer group for Reputation Score. It’s a great testament to the entire organisation’s dedication and commitment, and speaks volumes for how we’ve embraced our digital front door, and the importance we place on customer feedback. Looking ahead to 2021 alongside Reputation.com, we’re sure that we can make even greater strides and maintain our top position across the country.

— Claire Canard VANTAGE MOTOR GROUP

Rank Brand Reputation Score Sentiment Visibility Engagement 1 BMW 635 68% 67% 84% 2 MINI 630 69% 63% 82% 3 Mazda 623 69% 65% 62% 4 Peugeot 617 71% 62% 46% 5 Volvo 615 70% 64% 57% 6 Hyundai 611 69% 65% 49% 7 Lexus 610 68% 62% 60% 8 Suzuki 609 69% 64% 45% 9 Škoda 608 67% 63% 67% 10 Citroën 607 70% 62% 38% 11 Mercedes-Benz 605 67% 65% 62% 12 Dacia 605 67% 64% 61% 13 Toyota 602 69% 65% 47% 14 Volkswagen 602 65% 65% 66% 15 Ford 601 69% 64% 42% 16 Audi 601 64% 66% 68% 17 Renault 600 68% 63% 55% 18 Nissan 599 67% 65% 54% 19 Seat 594 65% 63% 58% 20 Mitsubishi 593 67% 63% 48% 21 Opel 588 66% 64% 47% 22 Kia 580 65% 64% 45% 23 Land Rover 578 64% 64% 42% 24 Jaguar 574 62% 64% 46% 25 Fiat 567 64% 63% 36% 26 Alfa Romeo 557 60% 63% 44% 27 Jeep 556 60% 63% 51%

Based on publicly available new vehicle data as of August, 2020.

Rank Brand Reputation Score Sentiment Visibility Engagement 1 Mitsubishi 666 85% 50% 58% 2 MINI 643 73% 61% 80% 3 BMW 643 72% 63% 75% 4 Jaguar 639 76% 53% 63% 5 Škoda 621 77% 51% 49% 6 Kia 620 82% 45% 46% 7 Subaru 620 83% 47% 43% 8 Mazda 616 80% 48% 49% 9 Jeep 615 74% 53% 45% 10 Volkswagen 614 74% 54% 58% 11 Opel 612 76% 51% 51% 12 Suzuki 612 84% 40% 48% 13 Seat 611 77% 50% 54% 14 Toyota 610 83% 43% 45% 15 Audi 608 73% 55% 54% 16 Alfa Romeo 605 79% 45% 46% 17 Volvo 603 77% 48% 40% 18 Land Rover 602 72% 52% 53% 19 Nissan 602 79% 46% 44% 20 Ford 599 76% 48% 45% 21 Hyundai 596 74% 52% 48% 22 Honda 595 80% 44% 51% 23 Fiat 595 77% 48% 45% 24 Mercedes-Benz 592 71% 52% 58% 25 Renault 586 77% 45% 45% 26 Dacia 584 76% 46% 47% 27 Citroën 579 73% 45% 62% 28 Peugeot 574 79% 38% 63%

Rank Brand Reputation Score Sentiment Visibility Engagement 1 Lexus 675 85% 52% 93% 2 Kia 668 78% 69% 78% 3 Hyundai 660 78% 64% 76% 4 Toyota 655 81% 56% 96% 5 Suzuki 628 81% 46% 70% 6 Honda 614 79% 47% 72% 7 Mitsubishi 606 79% 44% 54% 8 Seat 600 75% 48% 75% 9 Mazda 600 76% 52% 76% 10 MINI 598 75% 46% 77% 11 Nissan 598 72% 52% 74% 12 Škoda 590 72% 50% 68% 13 Peugeot 576 71% 50% 69% 14 Fiat 576 71% 48% 70% 15 BMW 574 69% 54% 69% 16 Volvo 573 72% 51% 66% 17 MG 571 74% 47% 52% 18 Audi 568 65% 57% 68% 19 Volkswagen 568 68% 50% 74% 20 Jeep 567 69% 49% 68% 21 Vauxhall 556 69% 50% 55% 22 Renault 554 71% 49% 72% 23 Dacia 554 71% 49% 72% 24 Ford 547 66% 48% 71% 25 Alfa Romeo 545 66% 46% 60% 26 Mercedes-Benz 540 63% 52% 69% 27 Land Rover 537 61% 51% 77% 28 Citroën 534 63% 48% 64% 28 Jaguar 530 61% 49% 78%

Based on publicly available new vehicle data as of August, 2020. 2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 40 UK: Top 50 Dealer Groups

Rank Brand Reputation Score Sentiment Visibility Engagement 2020 AM100 Rank 1 Vantage Motor Group 747 91% 70% 91% 51 2 RRG Group and Norton Way Motors 741 83% 68% 93% 29 3 Lloyd Motors 685 87% 49% 97% 32 4 Listers Group 679 81% 62% 93% 12 5 Toomey Motor Group 658 83% 51% 81% 82 6 TG Holdcroft 642 78% 52% 76% 38 7 Wessex Garages 629 75% 57% 64% N/A 8 Stoneacre 621 73% 52% 94% 15 9 Inchcape Retail 620 63% 70% 99% 6 10 Dick Lovett 616 75% 53% 95% 31 11 Sytner Group 611 74% 55% 88% 1 12 Motorline 609 72% 49% 96% 23 13 JCT600 608 73% 58% 93% 11 14 WJ King Group 581 72% 45% 92% N/A 15 Group 1 Automotive 579 65% 59% 82% 9 16 Eden Motor Group 574 68% 55% 50% 54 17 Arnold Clark Automobiles 573 68% 59% 97% 4 18 Vindis Group 567 68% 52% 42% 45 19 Automotive E-Commerce 564 85% 42% 61% N/A 20 Pendragon 563 66% 54% 90% 3 21 Cambria Automobiles 563 68% 54% 86% 25 22 Caffyns 553 68% 46% 89% 74 23 Vertu Motors 551 66% 52% 76% 5 24 Automotive Compliance Ltd. 551 68% 43% 65% N/A 25 LSH Auto UK 550 56% 66% 97% 39

Based on publicly available new vehicle data as of August, 2020. Bolded entries are in the Top 21 of the 2020 AM100 Ranking

Rank Brand Reputation Score Sentiment Visibility Engagement 2020 AM100 Rank 26 Snows Motor Group 547 68% 39% 91% 46 27 Desira Group Plc 544 66% 40% 81% N/A 28 Hendy Group 543 70% 43% 92% 17 29 Renault Retail Group 543 66% 58% 98% 27 30 Allen Motor Group (Allen Ford) 538 63% 50% 81% 28 31 Rybrook Holdings 534 69% 46% 35% 20 32 Robins & Day 532 63% 56% 84% 16 33 Perrys Group 531 61% 54% 82% 30 34 Lookers 528 62% 51% 83% 2 35 Swansway 527 58% 48% 85% 21 36 Jardine Motors Group 516 61% 54% 55% 8 37 Sinclair Motor Holdings 516 63% 43% 92% 40 38 Marshall Motor Holdings 515 62% 49% 86% 7 39 Heritage Automotive 509 59% 43% 81% 48 40 John Clark Motor Group 508 61% 49% 92% 18 41 Marriott Motor Group 505 75% 43% 11% 71 42 Park's Motor Group 501 64% 35% 95% 19 43 Day's Motor Group 492 68% 39% 91% N/A 44 Mercedes-Benz Retail Group UK 491 52% 57% 74% 13 45 Glyn Hopkin 491 64% 45% 90% 41 46 Hartwell 488 61% 48% 79% 60 47 Drive Motor Retail 488 63% 53% 3% 68 48 TrustFord 484 54% 51% 80% 10 49 Eastern Holdings 483 68% 40% 65% 22 50 Donnelly Group 462 68% 28% 85% 49

Bolded entries are in the Top 21 of the 2020 AM100 Ranking Based on publicly available new vehicle data as of August, 2020. 2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 42 Customer experience has been at the heart of Listers’ approach since Terry Lister opened his first dealership over 40 years ago, and while the ways in which we monitor and manage customer satisfaction has changed over the years, Reputation.com has been a key partner in helping us manage and maintain a consistent approach to engaging with our customers through reviews and local listings.

— Anthony Williams Head of New Media, LISTERS GROUP LIMITED

Rank Brand Reputation Score City

Škoda St Thibault Des Vignes - 1 851 Saint-Thibault-des-Vignes Chardon Automobiles

2 Severac Automobiles - Citroën 845 Sévérac-d'Aveyron

3 Toyota-Sta 45 842 Pithiviers-le-Vieil

4 Autoval 840 Valognes

5 Renault Dacia Bymycar St Dizier 839 Saint-Dizier

6 Volvo Côte D'azur 837 Fréjus

7 Volvo Côte D'azur 837 Châtillon-sur-seine

8 Garage Ford Beaunant 836 Sainte-Foy-lès-Lyon

9 Evian Automobiles 834 Évian-les-Bains

10 Ford Asd Provins 834 Provins

Based on publicly available new vehicle data as of August, 2020.

Rank Brand Reputation Score City Country

1 Autohaus Richter GmbH & Co. KG 867 Hardheim DE

2 Auto Neustadt GmbH 861 Neustadt (Wied) DE

3 Autohaus Herzog GmbH & Co. KG 850 Neustadt in Holstein DE

4 Auto Behrendt GmbH 849 Soest DE

5 Autohaus Gratzke GmbH 848 Stuttgart DE

6 KOHL automobile Vertriebs GmbH 844 Aachen DE

7 Dirk REMER Ford Autohaus 844 Schacht-Audorf DE

8 TRI AG Automobile 844 Kippenheim DE

9 Autohaus Bruckner & Hasler GmbH 842 Nurnberg DE

10 BMW Autohaus Hasse GmbH 842 Mindelheim DE

11 Seifert Automobile GmbH 839 Bad Kissingen DE

12 Autohaus Petri GmbH 838 Leipzig DE

13 Autowelt von Rotz AG 838 Münchwilen CH

14 Autohaus Sustrate GmbH & Co. KG 838 Pattensen DE

15 Autohaus Lecki e.K. 836 Dortmund DE

16 Autohaus von Känel AG 835 Frutigen CH

17 Ford Autohaus Mucke e. K. 832 Mucke DE

18 MINI Frankfurt 832 Frankfurt am Main DE

19 Autohaus Fischer & Bohm GmbH & Co. KG 832 Leverkusen DE

20 AHG GmbH Niederlassung Gotha - SEAT Partner 831 Gotha DE

Based on publicly available new vehicle data as of August, 2020.

Rank Brand Reputation Score Rank Brand Reputation Score 1 Ken Jervis Ltd 879 26 Cars2 Huddersfield Nissan 837 2 Drayton Motors Louth 875 27 Spirit Hyundai Corby 833 3 Read Hyundai Grimsby 866 28 Vantage Toyota Leeds 833 4 Listers Honda Solihull 862 29 Startin Suzuki Redditch 832 5 Read Hyundai Doncaster 860 30 Lexus Bolton 831 6 Tetbury Audi 855 31 Lexus Coventry 831 7 Gravells Kia Narberth 851 32 Howard Abraham KIA, SKODA - Lurgan 831 8 Read Hyundai Kings Lynn 851 33 Tracks of Exeter Suzuki 829 9 Listers Toyota Boston 851 34 Listers Honda Stratford-upon-Avon 829 10 RRG Toyota Bury 848 35 Lexus Preston 827 11 RRG Toyota Stockport 847 36 Lexus Leeds 826 12 Listers Toyota Lincoln 846 37 Oldham Mazda 825 13 RRG Nissan Bury 846 38 Hendy Portsmouth 825 14 Vantage Toyota York 841 39 Listers Volkswagen Worcester 825

15 Roadworthy Bristol 840 40 Fine Cars Kia - Lee on the Solent 825 16 Audi Boston 840 41 RRG Skoda Rochdale 825 17 Henrys Suzuki Glasgow Official 840 42 Arnold Clark Glasgow Peugeot 824 18 Listers Toyota Grantham 839 43 Premier Mitsubishi 824 19 Acorn Kia Crewe 839 44 RRG Toyota Rochdale 823 20 Toomey Nissan Southend 838 45 Downeys Kia Newtownards 823 21 EMG Boston 838 46 Listers SEAT Worcester 823 22 Listers Volkswagen Evesham 838 47 Vantage Toyota Knaresborough 823 23 Drayton Motors (Boston) 837 48 Porsche Centre Teesside 822 24 Ryders of Warrington LTD 837 49 R N Golden Ltd. 822 25 Vantage Kia Scarborough 837 50 Toomey Renault Southend 822

Based on publicly available new vehicle data as of August, 2020. 2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 46 What Dealerships Should Do

Reputation Experience Management means managing customer Google encourages automotive dealers to publish multiple GMB reviews to get found, get chosen, and get better. Google says that listings per location — one for sales, one for service, and one for high-quality, positive customer reviews will improve your dealership’s parts, depending on how extensive a dealer’s operations are. That’s visibility and increase the likelihood that a potential customer will because separate GMB listings make each department at a single visit you. location more visible for all the ways people might search for something they need from a dealer. Reviews are the lifeblood of your dealership in three big ways: The idea behind having multiple listings per location is to align • Getting found: high-quality, positive reviews make your a dealer’s sales, service and parts with the different ways people dealership more visible on Google. search. A GMB listing for a service department containing its own • Getting chosen: ratings and reviews are the top factor consumers contact information and keyword-aligned content (e.g., “oil changes” use when choosing between local businesses, and more than or “transmission service”) will improve the service department’s one-half of consumers pass up locations with lower than a 4-star visibility for local searches (e.g., “oil change near me” or “transmission rating. repair near me”). And a GMB listing for sales will make the sales • Getting better: By combining reviews with informal customer department more visible when people are searching for cars to buy feedback from sources such as Facebook, your dealership rather than service. identifies strengths and areas that need to be improved before For one of our clients, we tested the effectiveness of maintaining they turn into problems. separate GMB listings for each location. We chose 20 locations to When you get better, you get more reviews, which means you are pilot a test. For those 20 locations, we created separate listings for more visible and more likely to be chosen — a virtuous cycle that sales, service and parts. For a period of five months, we compared drives customers to your dealership. SEO results for those locations versus the rest of the client’s locations. Here’s what we found: dealers enrolled in the GMB pilot saw a 21% Claim Multiple Google My Business Listings year-over-year increase in GMB impressions (or views) versus non- Your GMB listing is critical to Reputation Experience Management. enrolled dealers. That’s because GMB listings have an inordinately high impact on your visibility. So when you accumulate reviews on your GMB listing, Learn more about this topic on our blog. you do more to help your reputation online than you can on any other online destination.

2020 Automotive Reputation Report Update | © 2020 Reputation.com, Inc. All rights reserved. Reputation.com | 48 Put Your GMB Listings and Facebook Pages to Work Keep your presence on Google and Facebook up to date. Use features such as Google Posts to let shoppers know about deals, and use visually appealing tools such as Facebook Live to showcase your inventory.

Monitor Reviews Closely and Respond to Them Responding to customers demonstrates publicly your commitment to service and also improves your visibility on Google.

Request Reviews Asking for reviews increases the likelihood of your listing being refreshed with positive, timely feedback. Recent and positive reviews also influence your local ranking on Google.

Learn from Reviews Watch for common themes emerging in both positive and negative reviews. For instance, we’ve highlighted how customers need to feel safe in your environment. Review your protocols and look for ways to reassure your customers that you are following strict protocols in your sales and service areas. In addition, during these uncertain times, be mindful of your tone.

The next step in your reputation journey: embrace Reputation Experience Management now.

• Star average. A strong star rating demonstrates a commitment • Review response. Responding to reviews demonstrates a to customer service and can influence customers’ decisions to commitment to customer experience and helps influence choose a location. conversations about a brand.

• Review volume. This represents the total quantity of reviews — • Review length. The length of your reviews indicates how invested both positive and negative — that have been written about a customers are in a business. It is a measure of how much time business. Review volume has a significant impact on locations’ they were willing to spend giving feedback. search rankings and Reputation Score. • Listing accuracy. Locations with accurate online information • Review recency. Recently published reviews convey that the — such as the correct address, phone number, and hours of business is requesting feedback from their customers and that operation — enable potential customers to find them easily. their customers are active and engaged. Newer reviews also help • Social engagement. This measures how well a business engages increase search rankings for locations. on social media. Social engagement looks at metrics such as • Review spread. The spread refers to the total number of sites on posts, reactions to posts, fans, and responsiveness. It is more than which reviews are being posted — from Google and Facebook to reviews/ratings – it’s an impression of a business’ social proof dozens of industry-specific review sites. The broader the spread, overall. the better.

• Search impressions. This plays a role in how businesses look when customers search for locations on Google or other search engines. The higher a business or location appears in the search results, the easier it is for consumers to find it.

REPUTATION SCORE

Poor Fair Good 875 Excellent 0 1,000

Star average Review Volume Star average Review Recency Review Spread Search Impression Review Response Listing Accuracy Social Impression Review Length

This report is part of Reputation.com’s series of Reputation Reports, analyzing key data and rankings in the most significant industries that matter most to consumers. Founded in 2013, Reputation.com is a SaaS-based platform that manages tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints. The patented algorithms behind the Reputation Score are based on more than a decade of machine learning and data science expertise, providing businesses with a reliable index of brand performance that they can use to make targeted improvements.

About Reputation.com

Reputation.com pioneered the online reputation management (ORM) category and now extends its leadership position to include its award-winning Reputation Experience Management (RXM) platform that consistently delivers innovative, customer-driven solutions. The SaaS-based platform manages tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints. The patented algorithms behind Reputation Score X are based on more than a decade of deep machine learning and data science expertise, providing businesses with a reliable index of brand performance that they can use to make targeted improvements. Reputation.com has over 250 integration partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com, and helps businesses of all sizes across industries Get Found, Get Chosen and Get Better.

John Bergstroem, Customer Insights Analyst

Rebecca Biestman, Chief Marketing Officer

Molly Blanco, Senior Manager, Customer Marketing

Ryan Brannen, Manager of Web Strategy and Design

David Deal, Writer and Editor

Amanda Devenport, Marketing Program Manager

Ali Fawaz, Managing Director, Head of Automotive Strategy

Jennie Held, Head of Content, Brand, and Digital

Gabi Klausner-Abrahamson, Lead Designer

John Nantau, General Manager, VP – Global Automotive

Brad Null, Chief Scientist

Brigit Valencia, Vice President, BOCA Communications