Frequently Asked Questions

Where do I go with questions on the GM Reputation Management Platform?

Please reach out to gmsupport@reputation.com or 855-500-2020.

Where do I go to enter credentials for review response and/or social?

Please reach out to gmsupport@reputation.com to get set up.

How do I add another user and/or alerts for another user?

Once a user signs on to the platform, they will be added. Additionally, when a user signs on to the platform they are automatically added to receive alerts for ratings/reviews. If a user would like to modify the alerts received, simply make the request to gmsupport@reputation.com.

Where do I go with questions on the GM SFE Reputation Management Program?

Please reach out to us.socialcare@gm.com or the SFE Help Desk at 877-401-6938.

What is in the Base Package and does my dealership need to sign up for anything else?

Please reach out to us.socialcare@gm.com or the SFE Help Desk at 877-401-6938 with questions on SFE Reputation Management Program guidelines and/or compliance.

The Dashboard shows an NPS number. What does that mean?

Net Promoter Score is an index ranging from -100 to 100, that measures the willingness of customers to recommend our products and services to others.

This score is based on the following survey question:

  •  Customers who give you a 6 or below are Detractors.
  •  Customers who give you a 7 or 8 are Passives.
  •  Customers who give you a 9 or 10 are Promoters.

To calculate your NPS the system detracts the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40.

The “Loyalty Score” you see next to survey responses represents the customer’s actual answer to the question.

Where can I view survey submissions from customers and see which ones we have responded to?

To view completed surveys:

  1. Click the Surveys tab. Below the graph, all completed surveys will be displayed and defaulted to Newest First.
  2. Click on the Newest First drop-down menu to also filter by Oldest First, Positive First or Negative First.

To view surveys with responses:

  1. Click the Surveys tab. On the left below Average Rating, you can view the number of Responded and Unresponded surveys, as well as their response rates.
  2. To populate all Responded or Unresponded surveys, click view and the corresponding surveys will populate below the graph.

 

How can I search for a customer’s review or survey response?

Within the platform, you can search name or VIN using your browser’s built-in search capability (CTRL + F). For best results, visit the Operations tab and extend your date range to All time.

Where can I review metrics on the number of surveys sent out?

  1. Under the Requests menu, click Metrics.
  2. From the Group by drop-down, add Template Name to the Time: Month selection.
  3. Click Generate Report.

The Summary/Detail area displays the results of the report. The Details option includes additional data for Sent, Opened, and Clicked columns.

Metric Description
[Group By] The group by filter(s) chosen.
Received The number of requests invoked on behalf of your account (i.e., the number of requests "received" by the Reputation Generation Engine).
Sent The number of requests sent to the designated recipients. (i.e., the number of requests "sent" from the Reputation Generation Engine). The Details option also shows the number of requests not sent. The percentage indicates the ratio of received to sent.

A request might not be sent if the request includes an address/phone number with failed validation or that has already been solicited within your account's survey protection threshold.
Delivered The number of requests delivered. The percentage indicates the ratio of sent to delivered.
Opened The number of unique opens. The Details option also shows the total number of opens (not unique). The percentage indicates the ratio of delivered to opened.
Clicked The number of unique clicks. The Details option also shows the total number of clicks (not unique). The click count correlates to any links within the email or SMS message. The number of clicks does not correlate directly to a review posting beyond the initial message if the user abandons the request process, but it is a good indicator of interest.
CTR The ratio of opened to clicked. A good click through ratio is above 50% (i.e., half of the recipients who open the message start the review process).

Can I control which survey submissions get published onto my dealer website (i.e., positive only)?

SFE guidelines require that all survey submissions (positive or negative), be published to the dealership website, provided the reviewer gave consent to publish at the time of survey submission.

Is my dealership able to delete a survey response?

SFE guidelines require that all survey submissions (positive or negative), be published to the dealership website, provided the reviewer gave consent to publish at the time of survey submission. If you have concerns about a specific survey review published to your dealership’s web site, you may contact your DSM, and if appropriate, he/she may communicate a request for an exception review through the appropriate channels.

Can I create my own response templates in the GM Reputation Management Platform?

Yes! From the top, right corner of the platform, click Settings . Then from the left navigation, click Macros.

How can I influence a customer’s review length?

Encourage your customers to include the details in their review that made their experience at your dealership an exceptional one. Review Length is only one of the factors that contribute to your overall Reputation Score. Although not weighted as heavily as other factors, it is a difficult one to influence. Your dealership is not tracked for review length. The Reputation Score is simply a benchmark used for comparison against others in your industry. The Reputation Score is not a factor for compliance under the SFE Reputation Management Program.

What options do I have for removing multiple negative reviews from the same customer on third-party review sites?

If you know that a particular review was mistakenly given to your business (i.e., meant for another company) or contains slander/inappropriate language, you can work within the review site to request that the review be removed or report a violation. Click the review to go to the page and look for options available on the post. For example, within the Google Review window, you can hover next to a review to see a Flag.

However, you should not pursue a review removal request unless the review meets the site’s violation policies. In other words, if a customer decides to leave a negative review on multiple third-party review sites, you can do your best to respond to them all and remedy the situation, but it’s up to the customer to decide to modify or remove those negative reviews. Silver lining: Review Spread (i.e., review distribution across various review sites) does positively impact your Reputation Score.

For social, if we post to Google+, does that also affect the Google Knowledge Card that shows up on the right side of the page of a Google search?

No, Google+ shows up only within the Google+ page feed. The content that shows up in the Google Knowledge Card–including the event and call to action posts that appear at the bottom–comes from your Google My Business (GMB) page.

As of 4/1/2018, the platform will also support GMB posts.