AutoTrader

Responding Matters

It's crucial to express gratitude toward your customers for dedicating the time to provide feedback on your customer service. Ensuring you address every review, whether positive or negative, is vital.

Customers are understanding; they're aware that perfection in every interaction is unattainable for any business. More often than not, they're looking for confirmation that they can anticipate a pleasing experience even when discrepancies arise.

Recency matters

95% of Auto Trader visitors prioritise reading a retailer's review if it's been penned within the past year. Consequently, Auto Trader's calculation of your average review rating is exclusively based on the reviews you've amassed over the previous 12 months. It's essential, therefore, to actively manage your reviews and ensure they reflect the latest feedback from your customers. While your older reviews remain accessible for potential buyers to read, they no longer influence your overall rating.