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Customer reviews

Customer reviews can go a long way to providing social proof and establishing a competitive advantage for your car subscription business.

Last updated on 
September 28, 2022
Introduction

Introduction

Sourcing Vehicles

Sourcing Vehicles

Procurement

Procurement

Financing

Financing

Acquiring Customers

Acquiring Customers

Above The Line

Above The Line

Point of Sale

Point of Sale

Key Value Propositions

Key Value Propositions

Discounts & Promotions

Discounts & Promotions

Lead Management

Lead Management

Inbound Lead Generation

Inbound Lead Generation

Outbound Lead Generation

Outbound Lead Generation

Managing Customers

Managing Customers

Customer Onboarding

Customer Onboarding

Customer Service

Customer Service

Customer Experience

Customer Experience

Legal Agreements

Legal Agreements

Receivables & Arrears

Receivables & Arrears

Collection & Handover

Collection & Handover

Delivery

Delivery

Fines & Tolls

Fines & Tolls

Breaches & Reposession

Breaches & Reposession

Insurance & Claims

Insurance & Claims

Eligibility

Eligibility

Claims Management

Claims Management

Incident Management

Incident Management

Fair Wear & Tear

Fair Wear & Tear

Fraud Risk & Prevention

Fraud Risk & Prevention

Managing Vehicles

Managing Vehicles

Subscription Structure

Subscription Structure

Profitability & Performance

Profitability & Performance

Customer reviews are an important aspect for any business - especially for new market offerings such as car subscription. By having customers share their experiences in the most transparent manner, reviews go a long way for providing social proof and evidence for your value propositions which ultimately offers insight into what new customers can expect. Customer reviews not only help cement your customer excellence, but also provide a point of difference over your competitors.

As the demand for car subscription continues to grow and new providers entering the market, pricing and vehicle offerings may begin to reach a level of homogeneity. This may see customer reviews becoming all the more important in helping your business acquire more customers.

Best practices to obtain customer reviews

Many would like to think that customers who are delighted with their experience will automatically write a review on their own accord. While this applies in some circumstances, there will be times where you'll need to prompt your customers to provide their review. A simple yet effective way is to ask them about their subscription experience when they return their vehicle and kindly ask them to share this on your Google My Business profile.

While there are other alternative review sites, best practice is to focus on your Google profile as this is often the main proof point for many customers who are searching for your business.

In addition to customer reviews, photos of customers with their vehicles can further strengthen your social proof and add to your competitive advantage. One way to obtain photos is to politely ask for a photo of your customer next to their vehicle, shortly after you finish taking photos of the vehicle as part of your vehicle inspection process.

Where to showcase your customer reviews

Now that you have collected some positive customer reviews, it's time to showcase them to provide some social proof at all touch points. There are three main touch points you should aim to share your customer reviews on: 

  • Your website - ideally somewhere on your homepage so your reviews are front and centre.
  • Social media channels - coupling customer reviews alongside their photos is a great way to showcase your customer's entire experience.
  • Google My Business - all Google reviews will appear automatically on your Google profile, however it is best practice to respond to these reviews to demonstrate the responsiveness of your customer support team.

What about negative reviews? 

There will be occasions where a customer may submit a negative review outlining some unfavourable experiences they encountered. While there is no way to remove these reviews on Google, it is recommended that replying back to these to show your acknowledgement and promise to improve. Examples of replies can include prompting them to speak to your team to explain in further details or apologising for their experience.

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