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Brand Reputation Scorecard

Mitsubishi

1/1/2024 - 10/1/2024

Based on Google reviews from 260 Dealerships

reputation health score Rated on a range from 0-100, the Widewail Reputation Health Score comprises four parts: monthly average review volume, lifetime review volume, monthly average rating, response rate. The calculation is as follows: 40% volume (monthly & lifetime) + 30% rating + 30% response.

83%

How we calculate this score

Watch

Monthly Rating The rating displayed is the average of your collection of monthly ratings in 2024.

4.57

0.22% Above Benchmark

Benchmark

4.56

Monthly Volume The volume displayed is the average number of reviews generated on Google each month in 2024 by rooftop.

10.05

-14.10%Below Benchmark

Benchmark

11.7

Response Rate Of all the reviews you received in the observed timeframe, this is the percentage that your business has published a response to.

81.07%

Benchmark

91.7%

Negativity Percent This is the percentage of your reviews that fall within the range typically considered a negative review– anything between 1 and 3 stars.

10.93%

Benchmark

11.1%

Benchmarks: Calculated by analyzing 4M reviews across the automotive industry from 2024. 18,000 new car dealers. Learn More

Widewail has an ai layer to tell you what your customers are talking about

  • We track key topics about your operations and process from the voice of the customer. Every review that enters our system gets tagged.
  • We take lots of customer feedback data and make it digestible for you and your team.
  • Voice of the Customer Analytics helps you make better decisions.

We’ve prepared some custom topic data analysis from your Google reviews.

To start, GMs typically prioritize these topics

We use AI technology to determine how often a topic, such as “inventory,” is mentioned by a customer in your reviews. Then, we calculate how often it’s mentioned in positive and negative reviews.

The “benchmark” is the national average for how often this topic comes up in new car dealer Google reviews. The dataset includes 18,000 new dealership locations in the US.

Here’s how your customer experience is rated relative to the industry benchmark:

Inventory

Topics

Positive Review %

Negative Review %

inventory

Positive %

3.24% 1.82%Below Benchmark

Negative %

5.13% 90.71% Above Benchmark

staff

Topics

Positive Review %

Negative Review %

staff

Positive %

82.2% 8.4% Above Benchmark

Negative %

27.81% 10.23% Above Benchmark
knowledgeable

Positive %

12.05% 18.69%Below Benchmark

Negative %

2.62% 4.38%Below Benchmark
professionalism

Positive %

8.09% 19.82%Below Benchmark

Negative %

2.69% 28.71% Above Benchmark
friendliness

Positive %

17.03% 0.12%Below Benchmark

Negative %

1.02% 15.7%Below Benchmark

Facilities

Topics

Positive Review %

Negative Review %

cleanliness

Positive %

1.93% 39.31%Below Benchmark

Negative %

3.23% 20.05%Below Benchmark

Next, let’s look at the top 10 most often mentioned topics in the automotive industry

Here’s how you do:

Negative Topics

These are the 5 topics most often mentioned in negative automotive reviews. Below benchmark is preferred for negative reviews, meaning your group has fewer negative mentions of each topic. Here’s how you perform in 2024:

communication

Positive %

5.16% 49.56%Below Benchmark

Negative %

43.49% 5.74% Above Benchmark
service department

Positive %

27.67% 31.58%Below Benchmark

Negative %

32.61% 24.72%Below Benchmark
maintenance / repair

Positive %

4.16% 38.91%Below Benchmark

Negative %

17.97% 18.24%Below Benchmark
wait times

Positive %

2.81% 54.75%Below Benchmark

Negative %

10.83% 48.28%Below Benchmark
price / cost

Positive %

3.64% 6.91%Below Benchmark

Negative %

21.91% 17.67% Above Benchmark

Positive Topics

These are the 5 topics most often mentioned in positive automotive reviews. Above benchmark is preferred for positive reviews, meaning your group has more positive mentions of each topic. Here’s how you perform in 2024:

staff

Positive %

82.2% 8.4% Above Benchmark

Negative %

27.81% 10.23% Above Benchmark
Sales Department

Positive %

37.59% 18.77% Above Benchmark

Negative %

41.23% 82.92% Above Benchmark
professionalism

Positive %

8.09% 19.82%Below Benchmark

Negative %

2.69% 28.71% Above Benchmark
knowledgeable

Positive %

12.05% 18.69%Below Benchmark

Negative %

2.62% 4.38%Below Benchmark
friendliness

Positive %

17.03% 0.12%Below Benchmark

Negative %

1.02% 15.7%Below Benchmark

How Widewail does topic analysis

Everyone is talking about AI...but how are marketing teams using AI to go deeper into their customer data today? Here's how Widewail clients are finding success using AI and topic analysis.

Watch

Widewail tracks 27 topics for every automotive client. Full list below.

Here’s how you do:

How Should I Interpret This Section?

Watch

Topics

Positive Review %

Negative Review %

bait and switch

Positive %

0% 0%Below Benchmark

Negative %

6.81% 245.69% Above Benchmark
car maintenance / repair

Positive %

4.16% 38.91%Below Benchmark

Negative %

17.97% 18.24%Below Benchmark
caring

Positive %

2.3% 0%Below Benchmark

Negative %

0.94% 14.63% Above Benchmark
cleanliness

Positive %

1.93% 39.31%Below Benchmark

Negative %

3.23% 20.05%Below Benchmark
communication

Positive %

5.16% 49.56%Below Benchmark

Negative %

43.49% 5.74% Above Benchmark
damage done to vehicle

Positive %

0.02% 33.33%Below Benchmark

Negative %

4.42% 1.61% Above Benchmark
deals

Positive %

5.08% 35.47% Above Benchmark

Negative %

4.25% 136.11% Above Benchmark
financing department

Positive %

4.62% 2.9% Above Benchmark

Negative %

12.96% 90.03% Above Benchmark
friendliness

Positive %

17.03% 0.12%Below Benchmark

Negative %

1.02% 15.7%Below Benchmark
helpfulness

Positive %

24.91% 12.16% Above Benchmark

Negative %

2.8% 18.14% Above Benchmark
honesty

Positive %

2.72% 0.73%Below Benchmark

Negative %

10.55% 101.34% Above Benchmark
inventory

Positive %

3.24% 1.82%Below Benchmark

Negative %

5.13% 90.71% Above Benchmark
knowledgeable

Positive %

12.05% 18.69%Below Benchmark

Negative %

2.62% 4.38%Below Benchmark
loaner car

Positive %

0.24% 75.51%Below Benchmark

Negative %

1.14% 54.58%Below Benchmark
management

Positive %

9.05% 0.78% Above Benchmark

Negative %

28.32% 42.24% Above Benchmark
parts department

Positive %

0.33% 43.1%Below Benchmark

Negative %

1.12% 40.74%Below Benchmark
price / cost

Positive %

3.64% 6.91%Below Benchmark

Negative %

21.91% 17.67% Above Benchmark
professionalism

Positive %

8.09% 19.82%Below Benchmark

Negative %

2.69% 28.71% Above Benchmark
Sales Department

Positive %

37.59% 18.77% Above Benchmark

Negative %

41.23% 82.92% Above Benchmark
service department

Positive %

27.67% 31.58%Below Benchmark

Negative %

32.61% 24.72%Below Benchmark
staff

Positive %

82.2% 8.4% Above Benchmark

Negative %

27.81% 10.23% Above Benchmark
trade-in

Positive %

1.39% 14.2%Below Benchmark

Negative %

4.37% 32.83% Above Benchmark
valet

Positive %

0.11% 73.17%Below Benchmark

Negative %

0.05% 54.55%Below Benchmark
wait times

Positive %

2.81% 54.75%Below Benchmark

Negative %

10.83% 48.28%Below Benchmark
warranty

Positive %

0.76% 30.28%Below Benchmark

Negative %

6.35% 0.47%Below Benchmark
other

Positive %

0% 0%Below Benchmark

Negative %

0% 0%Below Benchmark

Want To Learn More?

Talk to our team to better understand how Widewail can help you analyze and understand your customer experience like no other technology on the market today.

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