SureCritic Launches SocialCSI

  Seattle, WA – SureCritic launches the industry’s first SocialCSI® solution, a Customer Experience Management (CEM) platform that combines the best features of reputation management with the necessary features of CSI, to create the most accurate and transparent depiction of a customer’s dealership experience to date. Unlike other providers who prequalify customers before asking for a review, SureCritic ties reputation requests in directly with CSI information, enabling transparent, verified reviews for customers and actionable data for dealers. Here’s how it works: A customer has an experience through the sales, service or parts department at their local dealership or repair shop….

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CBT NEWS: Hyundai embraces transparent online reviews with SureCritic

In November 2013, Hyundai Motor America and its dealer network announced they would publicly feature owner-generated ratings and reviews of their dealership service experience through SureCritic™, similar to a way a restaurant or movie is rated on-line. Since then, more than 96 percent of dealers enrolled and now actively monitor reviews. No other manufacturer provides the transparency of its dealership service facilities like Hyundai. Full Story: http://cbtnews.com/hyundai-embraces-transparent-online-reviews-with-surecritic/

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Product Update: Enhancement Notifications Are Here

Time and accountability; two of the most important factors when striving for excellence in customer satisfaction. It is our goal to make sure you have all the tools necessary to engage and communicate with your customers, and resolve your customer’s concerns in a real-time fashion. Providing real-time visibility is a critical component to any service platform. That’s why we’re excited to announce a major update to our alerting and notifications platform. What is it?   Similar to your how your iOS device interacts with apps, or your accounts on Facebook, Google+ and Twitter work, SureCritic now has real-time notification and…

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Industry First Low Score Diagnostics Now Available

We’ve recently launched Low Score Diagnostics as an added feature to our already industry-leading, verified customer ratings and reviews product. Low Score Diagnostics utilizes our new enterprise survey engine with our ratings and review platform to provide the best of both worlds. This private feedback channel allows businesses greater insight into why customers fall out of process resulting in a poor experience. An unhappy customer is happy to give more details with the intent that someone will read and take action on the issue. The customer can express himself or herself privately through a diagnostic survey tailored to the business….

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“I’m Happy” Should Be Enough

You know consumers are being asked on a pretty regular basis to give feedback. More succinctly, information about their experience at a business they recently patronized. Receiving an email request for feedback after a purchase of goods or services is no longer the exception. Whether it’s Amazon.com or Hotwire.com it’s something (as a consumer) we expect. Certainly, since content is the corner stone of SureCritic’s business, we support getting feedback from customers with one distinction; for SureCritic, “I’m Happy” is just fine with us! I am sure some of you are thinking, “well, of course it is, why wouldn’t it be?” and then…

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Is Your Website Promoting Your Competition?

I’ve been in the technology business for close to a couple decades, and on a pretty frequent basis I’m quite amazed what solutions we once had to build, are now readily available to us (and usually reasonably priced).  Then there is the other side, where I’m amazed that something could still exist with all the knowledge on industry blogs and social media.  Even more frustrating, is people and companies pushing bad product and bad advice as a business solution. You would have thought I had a time machine preset to 2009 stumbling across the page from an auto dealership below…

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Study Shows Consumers Read Reviews When Looking for a Local Business

Online shopping and the use of product reviews have skyrocketed over the last five years. Trusted reviews play a huge role in helping customers feel comfortable buying from a retailer they can’t physically see. However, the 2013 Local Customer Review Survey by BrightLocal shows that consumers are consulting online reviews now, even more, when looking for local services. A company’s online reputation has become just as important as their “brick and mortar” appearance. Consider some of the survey’s key finding The Data The survey involved 14 questions and 2,100 participants throughout North America, with the majority (90 percent) being in…

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The Problem with Fake Ratings and Reviews

According to a recent study by Georgios Zervas, a professor at Boston University’s School of Management, 16 percent of the reviews of businesses on Yelp are fake, either positive ones commissioned by the particular business to boost its ratings or negative ones to depress its ratings placed by a competitor. This illustrates a problem of bogus ratings and reviews that has become well known on sites that rate businesses and products such as TripAdvisor, Angie’s List, and Amazon.com. Many rating sites and even online retail stores such as Amazon rely on what is essentially crowd posted ratings to give shoppers a good…

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Automotive News: Online feedback resolves consumers’ complaints

Summary: Hyundai Motor America says online consumer reviews of dealership service operations are becoming more useful than traditional customer satisfaction surveys. The reason: Faster feedback enables dealerships to troubleshoot problems quickly and possibly retain dissatisfied customers tempted to switch dealerships, said Barry Ratzlaff, Hyundai executive director of Customer Connect, Blue Link and service business development. For the fulll article:  http://www.autonews.com/article/20131125/RETAIL03/311259960/hyundai-gets-swift-reviews

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Motley Fool: Hyundai Adopts Amazon Model for Auto Dealer Reviews

Hyundai Motor America is taking a bold step toward improving customer service. The company says it’s the first in the auto industry to feature public reviews of its dealers. The service is handled by SureCritic, which verifies that each reviewer is actually a customer. Full Article: http://www.fool.com/investing/general/2013/11/24/hyundai-adopts-amazon-model-for-auto-dealer-review.aspx  

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