Unhappy Customer CSI Reviews Impact

1. Complaint letters, emails and phone calls sent directly to the OEM
2. Loss of 100s of direct and indirect OEM Incentives worth of $1M per year tied to CSI Scores
3. Low customer satisfaction ratings for Tier-1,Tier-2, Tier-2 for Sales and Service
4. OEMs being ranked with low  CSI ratings like JD Power compared to other OEMs affects the brand image and also affects the sales!
5. Media coverage of negative experiences
6. Participating in class action lawsuits against the OEM
7. Poor ratings and reviews on dealership websites
8. Reach out to the corporate office of the car manufacturer to submit a complaint about the dealership’s service.
9. Refusal to buy parts or services from the dealership
10. Refusal to purchase a replacement vehicle from the dealership
11. Reports filed with relevant consumer protection agencies
12. Return of leased vehicles or prematurely ending finance contracts to OEM

1. Badmouthing the dealership to others
2. Complain about poor service by Posting negative reviews online review websites, such as Google, Yelp, TripAdvisor, and other relevant websites.
3. Leave a poor rating or review on the website of the dealer, such as www.dealershipname.com.
4. Making false allegations in an attempt to discredit the dealership
5. Negative press or media coverage
6. Phone calls or emails to the Better Business Bureau
7. Poor consumer ratings on consumer review websites
8. Poor online reputation
9. Post about the experience on forums on other websites, such as Reddit and Quora.
10. Post or email negative feedback or comments to the dealer’s social media accounts, such as Facebook, Twitter, and Instagram.
11. Posting negative comments on community forums or message boards
12. Social media mentions and posts
13. Social media posts with disparaging remarks about the dealership
14. Speak to local and regional media to discuss the cause of the disappointment.
15. Speak to the BBB about the poor service and filing a complaint against the dealership.
16. Submit a complaint to the Office of Consumer Affairs in the state where the dealership is located.

Unhappy customer reviews can have a negative impact on dealership sales and service staff. Such reviews can make potential buyers wary of patronizing the business, which can reduce sales. They can also leave service staff feeling demotivated and disrespected. By reading and responding promptly to any negative reviews, the dealership can build customer loyalty and increase customer satisfaction.

1. Abusing dealerships staff or service personnel
2. The decline in average ticket size: If a customer has a negative experience, it is likely to discourage them from making additional purchases and spending more money at the dealership. Additionally, this could lead to return visits becoming less likely.
3. Decline in customer service: Unhappy customer reviews can lead to a decrease in customer service at a dealership. Staff may be more hesitant to give helpful advice or tend to customer requests as they fear it will lead to a negative review.
4. Decreases customer trust in the dealership: Unhappy customer reviews can significantly damage a dealership’s reputation and make potential customers less likely to trust the dealership or its staff.
5. Diminishes morale and productivity in the workforce: Unhappy customer reviews are a constant reminder of how dissatisfied customers are and can leave a poor impression on dealership employees, whether they had any direct interaction with the unhappy customer or not.
6. Disgruntled former employees who spread negative information
7. Dismotivates dealership staff: Unhappy customer reviews can barrage staff with negative comments, making them less likely to provide the best possible service.
8. Loss of key personnel who had strong relationships with customers
9. Loss of trust in the dealership and its staff: Unhappy customer reviews can reduce consumer trust not just in the product/service but also in the dealership and its staff. This can have a significant impact on sales, as customers may be less likely to visit the dealership in the first place.
10. Lower staff morale: Unhappy customer reviews can lead to a decrease in employee morale. Staff members may feel discouraged and frustrated when they receive criticism and may not be inspired to put in the extra effort to make customers happy.
11. Making rude or inappropriate comments about dealership personnel
12. Making threats or attempting to intimidate the staff
13. May cause potential customers to look elsewhere: Unhappy customer reviews can quickly spread across the internet, encouraging potential customers to check dealerships more closely and seek out reviews prior to making decisions.
14. Poor reputation: Unhappy customer reviews can hurt the overall reputation of a dealership. Potential customers are more likely to research a dealership before making a purchase or service visit, and seeing negative reviews can discourage them from doing business with that dealership.
15. Potentially expensive customer service initiatives: It is usually more expensive to win a customer back than it is to never have them dissatisfied in the first place. Unhappy customer reviews may force the dealership to come up with expensive customer service initiatives (such as promotions or discounts) to appease their customers.

Dealership referral business can be heavily impacted by unhappy customer reviews. This is because potential customers will be more likely to research and consult previous customer feedback before they decide to purchase a product or service from a dealership. If most of the customer reviews are negative or indicate that the dealership is unreliable or unhelpful, potential customers may not choose to purchase from the dealership and instead opt for another dealership. This can severely impair the dealership’s referral business, as fewer customers will be willing to refer new customers to them due to their poor reputation.

1. Cost of responding to customer complaints
2. Damage to brand reputation
3. Damage to reputation: Unhappy customer reviews can lead to long-term reputational damage, leading to loss of referrals in the future.
4. Decrease in average customer order value
5. Decrease in conversion and customer acquisition rates
6. Faster customer churn rates
7. Increase in customer attrition rates
8. Loss of customer loyalty and trust
9. Loss of trust among current customers
10. Loss of trust: Customers expect reputable dealerhips to provide good customer service and a high level of quality. Unhappy customers may become less likely to trust the dealership and lose any existing loyalty to the company.
11. Lost repeat and referral business
12. Negative issues with the dealership
13. Negative word of mouth: Unhappy customers will be more likely to tell their friends and family about their bad experience, discouraging them from doing business with the dealership.
14. Reduced customer loyalty
15. Reduced customer retention: Unhappy customers may be more likely to switch to a different dealership, reducing the dealership’s overall customer retention rate.
16. Reduced sales and revenue
17. Reduced visibility: Unhappy customer reviews can impact the dealership’s search engine rankings, leading to fewer website visitors and fewer referrals.
18. Reduction of customer lifetime value
19. Slower growth rate
20. Spreading false rumors or allegations
21. Spreading the negative word of mouth or reviews
22. Word-of-mouth to friends and family

When a customer is dissatisfied with a dealership’s repair service, they may take action in a variety of ways. Such actions may include voicing their displeasure on a public platform like social media, filing a complaint to the local Better Business Bureau, initiating a lawsuit against the dealership, or simply refusing to pay for any service the dealership provided. It is important for dealerships to take proactive steps to resolve customer disputes and try to address customer dissatisfaction quickly and efficiently.

1. Contacting the Attorney General’s Office to report the dealership.
2. Destroying or vandalizing dealership property
3. Engaging in verbal or physical confrontation with staff
4. Filing a complaint with the dealership’s parent company
5. Going to the news media—local or national, depending on the situation—to tell their story.
6. Ignoring communication and refusing to take action
7. Making a formal complaint to the Better Business Bureau.
8. Making false claims to authorities regarding dealership practices
9. Participating in protests against the dealership and its practices.
10. Petitioning the state or local government to pass laws protecting consumers from unreasonable repair service costs.
11. Picketing the dealership and protesting in front of the showroom.
12. Posting negative reviews of the dealership online.
13. Posting negative reviews online
14. Posting threats or other inappropriate language on social media
15. Refusing to accept a resolution from the dealership
16. Refusing to accept responsibility for issues
17. Refusing to communicate with the dealership
18. Refusing to negotiate on price
19. Refusing to pay for repairs when promised
20. Refusing to pay for the service until the problem is resolved.
21. Reporting the dealership to the Better Business Bureau
22. Sharing personal stories of their experiences on social media.
23. Solution Not Acceptable:
24. Taking legal action, such as filing a lawsuit.
25. Unreasonable demands or expectations that cannot be met
26. Writing formal letters of the complaint without taking any action to resolve their