Local Dealer wins award for Superior Customer Experience
Mike Seals - January 26, 2021 11:07 pm
Heather Cannon Honda Clinches 2021 DealerRater Honda Dealer of the Year Award for Superior Customer Experience for the 3rd year in a row.
Ponca City, Oklahoma – January 26, 2021 – Heather Cannon Honda has been awarded a 2021 Dealer of the Year Award by DealerRater, a leading car dealer review and reputation management platform and company of Cars.com Inc. (NYSE: CARS).
Dealer of the Year Award recognizes auto dealerships across the U.S. and Canada that are evaluated first-hand by shoppers and report best-in-class in customer service, quality of work, friendliness, pricing and overall experience in their reviews.
“More than one million car shoppers wrote a review on DealerRater.com in 2020, recognizing those dealerships that strived for an outstanding customer experience, and Heather Cannon Honda stood out among peers in Oklahoma],” said DealerRater General Manager Jamie Oldershaw. “In today’s stay-at-home economy it is critical for dealerships to deliver customer experiences that meet shifting shopper expectations and Heather Cannon Honda provided superior customer service in 2020.”
Features such as online and video chat, at-home delivery and virtual walkarounds were significant drivers of positive reviews. Forty-eight percent of winning dealers were badged on Cars.com and DealerRater.com for Home Delivery and Virtual Appointment.1 Heather Cannon Honda has more than 150 vehicles currently badged on Cars.com.
The Dealer of the Year Awards indicate the value car shoppers place on dealers’ adaptability to pandemic realities. Dealers who implemented Covid-19 health and safety protocols, such as masks, social distancing, and sanitization, received more positive reviews at a rate of nearly 30 to 1.
“Heather Cannon Honda mission is to attain the highest level of customer satisfaction, beyond anyone’s highest expectations. Striving to supply our customers with the highest quality products and services, at reasonable prices. At Heather Cannon Honda our belief is that we will become an entrusted extension of the community by building long term, successful relationship with our customer.”
The digital engagement of employees at dealerships proved especially critical this past year as car shoppers conducted the bulk of their research and vehicle purchase online. A shared habit of recognized dealers is review response rate, with 80% of award-winning dealers responding to customers at double the average response rate.1 Dealers that go above and beyond traditionally respond within 24 hours. Additionally, about 75% of winners provide their staff with Employee Profile Pages on DealerRater, which allows car shoppers to ask questions and connect with individual salespeople at a dealership before ever stepping on the lot