CarGurus’ annual ranking of its top-rated car retailers has doubled in size during 2020 as over 15% of operators represented on the platform attracted an average review rating of 4.5-stars or above.
Launched in 2017, the online marketing platform’s Top Rated dealer awards honour businesses offering exceptional customer service, utilising thousands of dealer reviews left by customers.
In 2020 the number of dealers receiving the award has increased by a remarkable 122% compared to 2019, GarGurus said, demonstrating a notable improvement in the level of customer service provided by the industry over the last year.
The growth coincided with CarGurus’ growth in the total number of paying dealers using the platform globally, with a year-over-year increase of 15% as of December 31, 2019.
Wendy Harris, vice-president of European sales for CarGurus, said: “The CarGurus Trust Index Report confirms that positive customer experiences at dealerships are among the biggest trust builders for car buyers.
“To provide that consistently is easier said than done and requires an extraordinary focus on customer satisfaction from the dealer.
“Still, dealership trust remains a significant challenge in the automotive marketplace and the CarGurus Top Rated Dealer Awards help buyers recognise which dealers go out of their way to support customers.
“It’s great to see such a large increase in the number of recipients of our awards as it indicates the industry is really prioritising customer service levels and trust.”
Cole Hibbert, the owner of Wigan-based independent used car retailer, Phantom Motor Company, was among the car dealers to join the ranks of GarGurus Top Rated retailers in 2020.
He said: “To win this award from one of the largest automotive retail platforms means car buyers instantly know they can trust us.
“To build an excellent reputation remains one of the greatest challenges facing any business and it is a credit to our staff that we rank among the very best.
“Everyone at the brand has worked hard to receive consistently great feedback and we’re delighted to have been recognised for it. We look forward to defending our crown next year.”
Neil Relph, sales manager at independent retailer Beck Evans, in Sidcup, Kent, said: “The last 12 months has been challenging for the car industry, yet the competition remains as fierce as ever.
“With market forces increasing sales pressure, it’d be easy to let customer satisfaction standards drop and so the fact we’ve been highlighted as one of the Top Rated dealers carries real gravitas.”