Reputation
AutoScope scores every review, groups the complaints into named themes with an owner, drafts the replies that are still outstanding, and puts your reputation next to the four stores competing for the same shopper.
Live figures from a dealership workspace, measured over a rolling 30 days.
412 reviews scored over the last twelve months. 89 of them are negative, and 71 of those 89 mention service. A single average star rating cannot tell you that. The department split can, and it is the difference between coaching the sales floor and fixing the service drive.
92% of reviews positive
Staff named by first name in 8 reviews this month. “Friendly and knowledgeable” is the phrase that keeps coming back.
84% of reviews positive
Small share of volume, but the worst response rate in the store at 41%.
71% of reviews positive
18 reviews describe pressure in the finance office. Trending up 2 against last month.
54% of reviews positive
71 of the 89 negative reviews mention service. This is the number pulling the store average down.
Sentiment themes
Every negative review is tagged by theme from its own text. Two themes — wait times and callback delays — account for 61 of the 89 negative reviews on their own. Fix those two and the rest of the list stops mattering as much.
Suggested owner: Service Manager · +9 vs last month · High severity
Suggested owner: Service BDC Lead · +6 vs last month · High severity
Suggested owner: Finance Director · +2 vs last month · Medium severity
Suggested owner: Sales Manager · −1 vs last month · Medium severity
Suggested owner: Service Manager · flat · Low severity
The store answers 74% of reviews at an 18-hour average. Three of the eight open items are 1–2 star service complaints carrying 4,780 profile views between them. Nobody is ignoring them on purpose — they are spread across four platforms and nobody owns the list.
The Response Center is that list, in one place, with a draft already written for each item.
Response rate by department
Last month, 9 of 33 reviews went unanswered. Four of those nine were 1–2 star.
Share of 1–3 star reviewers who revised their rating upward, grouped by how fast the store replied. Based on 214 negative reviews answered since January.
The target window. Roughly one in two reviewers revises upward.
Still recoverable.
An 18-hour average lands here.
The reply starts reading as damage control.
Five of the eight open items are already past this line.
A 1★ damage dispute with 14 public comments outranks a 5★ thank-you, even when the thank-you is older. The queue tells you what to open first, not just what is unread.
Every draft names the failure, states one concrete fix, and carries the signature level the rating deserves. No template gratitude on a two-star service complaint.
Four hours on 1–2★ and pricing disputes. Twelve hours when a competitor is named. Forty-eight on a 4★ with a stated gap. The report shows current against target, tier by tier.
Fourth of five on review count, last on response rate. The store 9.2 miles away holds 4.6 stars on 1,148 reviews, answers 96% of them inside five hours, and collects 74 a month against your 31. That gap is why it gets named in AI answers about the area and you do not.
| Store | Rating | Reviews | Velocity | Threat |
|---|---|---|---|---|
| Nearest rival — 9.2 mi | 4.6 | 1,148 | 74 / mo | High |
| Store at 16.4 mi | 4.5 | 906 | 58 / mo | Medium |
| Store at 17.1 mi | 4.4 | 388 | 22 / mo | Low |
| Your store | 4.3 | 412 | 31 / mo | — |
| Store at 14.8 mi | 4.2 | 517 | 29 / mo | Medium |
Local Nissan set, pulled from public Google, DealerRater and Cars.com profiles. Your row is highlighted.
The same complaint costs more on some platforms than others. Google carries 58% of your volume and feeds Google AI Overview, so service-wait sentiment there moves reputation and AI visibility at the same time.
58 of 241 reviews. Carries 58% of your volume and feeds Google AI Overview.
8 of 40. Low volume, high visibility.
14 of 74, mostly service callback complaints.
9 of 57, pricing and addendum complaints.
Not a score. A short list of moves, each with an owner and a date, ordered by what actually shifts the number this quarter.
Findings route into the tools your team already works in, alongside CRMs such as DriveCentric, so the reply and the follow-up land where the staff already are.
See the competitor comparisonOpen the live workspace — reviews, sentiment themes, the unanswered queue and the competitive set, exactly as a general manager sees them on a Monday.