cs (Appt Setting %, etc) are reviewed and compared to our total dealer group around the country.
At $2.49 we include 10 free tracking lines and add "Real Time Alerts", via Text, to issues that can't wait till the next day to make or save a sale, or mitigate a CSI issue.
Service is 24/7. Let me know if the website is helpful!
Added by Chip King at 10:26am on November 25, 2009
oking to refine and be experts with it.
In general, I would (of course) recommend Cuneo Automotive for all levels, Performics for the more advanced dealer, Dealer.com if you've got a Dealer.com website and Omniture for the totally committed group.
Hope that helps, feel free to contact me if you've got any questions!…
t they are not very applicable for how anybody should be using these metrics...
Establish your own reliable reporting and measurements... Compete against yourself by seeking to improve one metric each month. The benchmarks SHOULD be what your store does on a historical basis, NOT what some consultant tries to tell you or your dealership.
The objective is not to hand out report cards and either criticize someone, or pat them on the back. The objective is to focus on what appears to be the weakest of the 4 areas...
TRAFFIC (marketing and advertising),
INTERACTION (website visitors that submit forms, call on phone or visit the dealership in person),
PROCESS (what we do to get leads and phone calls to show up at dealership),
SALES (what we do when website visitors show up at dealership to make sure they buy a car).
I hear a lot of unreasonable numbers thrown out and some measurements of questionable value... Here are the most important:
Total Visits to Site(s) - should be over 3,000 for ANY dealer...
Unique Visitors (monthly) - should be over 2,000 for ANY dealer...
Traffic Sources by Referring Domain -
Total Traffic broken into Source Type: Search Engine Sourced, Direct Access (URL), Referring Sites (from links on sites and in emails, usually) - Should be equal thirds, too much search traffic yields lower conversion rates
Total Leads & Phone Calls DIVIDED by Unique Visitors (Conversion Rate)
Avg Time per Visit - should be over 3 minutes, but over 5 minutes means your site does not suck!
Avg Time per Visit by Source Type
Total Page Views
Average Page Views per Visit Session
Average Page Views per Unique Visitor
Total Form Views
Total Lead Forms Submitted DIVIDED by Total Form Views (subtract from 1 to get form abandonment rate)
Conversion Rate by Traffic Source Type
Site Exit Pages ranked by number of visitors LEAVING from that page
Site Entry Pages ranked by number of visitors ARRIVING on that page
Destination Pages Ranked by Volume of Visitors who left and went there
Bounce Rates (overall and by entry page)
Total Inventory Detail Pages Viewed
Appointment Ratio: Appointments Generated DIVIDED by Leads/Phone Calls Received
Appointment Show Ratio; Total Showroom Visits DIVIDED by Appointments Generated and Scheduled in CRM/LMT
Lead to Showroom Conversion Rate; Showroom Visits (all) DIVIDED by Leads/Calls Received (does not matter whether an appointment was scheduled or not)
Contact Ratio; Customers Spoken to on Phone DIVIDED by Total eLeads Assigned
Capture Ratio: Total Customer Data Entires w/Name, Phone, email and Vehicle of Interest DIVIDED by Total Calls to Toll Free Tracking Numbers
Lead Follow-Up Validation:
30 days Leads/Sales Close Ratio (10% as example)
60 days Leads/Sales Close Ratio (4% as example)
90 days Leads/Sales Close Ratio (2% as example)
(above example yields 16% close rate with 6% from ongoing follow-up)
Previous 90 days; Leads/Phone Calls that Visit Dealership (Total Showroom Visits)
Vehicles Sold DIVIDED by Total Showroom Visits (from leads and calls)
Phone Call and Eleads that Showed up, were sold and turned to Finance
Phone Calls/eLeads that Showed up and were Delivered and funded
(always track both because if there are not enough deals that were lost due to finance, then you are not bringing in enough people!)…
o start up and tried charging in-between pricing and I told them that it has to be free or very little. Then everyone will sign up. If you don't have tons of cars on the site, people won't visit again when they can go to AT or Cars and find what they want. Needless to say, they totally revamped what they started doing and have been struggling every since.
Awesome craigslist ad. Why don't you have a phone number so you can track it or for that matters, someone can call right away? I see you do have a link to your website though.
What's a floppy disc?? :-)…
nformation. Also, send direct correspondence to Ralph Paglia (The Director and Creator of this awesome site...and then some!) - This fella has resources, information, experience, and mega-smarts from every angle of Internet Sales...You'll be glad you did!…
ne calls are more powerful business metrics.Unfortunately, Google Analytics and nearly every other tool out there does a terrible job at tracking this. Seems like the tag management systems are furthest along-- the free one being Google Tag Manager and the best paid one (enterprise and expensive) being Ensighten or Tealium.…
uantam leap to boost my eBay sales to 5 units this month and our internet sales to 55% of total used deliveries. I only wish my internet salespeople had the chance to be there. Lots of good (and free) ideas. Kinda like being on a live blog!
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