Customer review sites are quickly gaining prominence online. I’m
sure most dealers are familiar with review sites, especially the ones that thrive on angry customers (Rip off Report, my3cents, and pissed consumer are a few big ones). Unfortunately, these sites are getting more popular and see significant traffic. Below is a report for an auto dealership (with the name removed) from pissedconsumer.com along with the number of hits
the site claims it has received.
The frustrating part for the dealership is that these sites make it almost impossible to engage the angry customer to resolve the issue. The site owners make it even harder to get these reviews taken down (even if you can satisfy the particular customer). I’ve seen numerous examples of Rip off reports from years prior that are still getting page one ranking in SERPs.
How do you address customer review site
postings. Do you systematically run an internet search for your company to see what customers saying online? How do you respond if you find a negative
review? Or are you even concerned about sites like these?