From Reviews to Results: Using Google Maps Review Data to Elevate Dealer CX for a European Automotive Brand 

In automotive retail, Google Maps ratings and reviews directly influence dealer footfall and customer trust. 

For a leading European car manufacturer with a multi-country dealer network, fragmented review data made it hard to get a complete picture of the overall state of their network.  They needed a way to better compare markets, spot issues early and link visitor review sentiment to their NPS.  

We built a scalable, single source of truth for Google reviews, then connected it to CX and NPS to turn reputation signals into measurable improvements across the network.

As online reputation increasingly shapes dealership consideration and service choice, the company’s goal was two-fold: 

1. Build a reliable, scalable single source of truth for Google Maps/Places ratings and reviews across the European dealer network. 

2. Connect public reputation signals to NPS and Customer Experience (CX) initiatives to drive consistent, measurable improvements. 

Research questions 

1. What is our baseline online reputation by market, partner, and individual dealership? 

2. How are ratings, review volumes, and response behaviour trending over time? 

3. Which themes and drivers sit behind satisfaction and complaints? 

4. How closely do public review KPIs align with NPS at dealer and market level? 

5. Where can we set early-warning thresholds and coaching priorities to prevent issues from cascading? 

Approach 

After mapping every dealership on Google Maps across Europe we centralized historical and ongoing reviews into our Synthesio dashboard and applied standards to ensure robust, comparable analysis at scale.  We defined review KPIs to benchmark dealerships and applied our advanced semantic AI to surface the themes and drivers behind satisfaction and complaints. In this way we unearthed priority improvement areas to address and monitor. 

By ongoing tracking of review KPIs alongside dealer NPS, the manufacturer was able to understand the impact of operational fixes on both measures.  

Our client received role-tailored insight dashboards with data-backed recommendations for HQ, field teams and dealer leads to drive consistent coaching and opportunities.