Reputation
DealerOnBowie, MDAUTHORITY
59 • Priority B
Live reputation analysis
Reviews, sentiment and response activity reviewed
UNANSWERED QUEUE
Eight reviews are sitting unanswered and the oldest has been public for eleven days.
Nissan of Bowie answers 74% of reviews at an 18-hour average. Ourstman Nissan of Laurel answers 96% inside five hours — part of why they hold 34% of local search share against our 18%. Three of the eight open items are 1–2 star service complaints carrying a combined 4,780 profile views. The queue below is ordered by severity, then days waiting. Work it top-down.
Queue Status
8 open0
Approved
0
Editing
0
Skipped
Response rate — store (30d)
74%
Response rate — Sales
89%
Response rate — Service
62%
Response rate — Parts
41%
Unanswered Review Queue
Severity first, then days waiting. Each draft is written in the store voice and ready to publish.
“Car came back with a scuff on the driver door. I was told to file it with my own insurance. Absolutely not.”
1,760 views • 14 comments, 3 from other customers
AI-SUGGESTED REPLY
Ashley, being told to file with your own insurance for damage that happened in our care is the wrong answer, and I am overriding it. Bring the car in this week — we will repair the door at our cost, in our body shop, with a loaner while it is here. I also want to hear what happened at the counter, because that response was not our policy.
Why this draft: Eleven days open plus 14 public comments makes this the most expensive item in the queue. Reply before anything else today.
“Dropped my Rogue off Monday for a transmission check. Nobody called me for three days. I had to drive over there myself to find out it had not even been looked at.”
2,140 views • second review displayed on our Google profile
“Quoted $340 for brakes over the phone, invoice came to $612. The extra work may have been needed but nobody asked me first.”
880 views • cited in 2 Perplexity answers about Bowie service pricing
“Agreed on a price for a Sentra online, then finance added a $995 package I never asked about. Went to Ourstman in Laurel instead.”
640 views • names a competitor
“Work was done right, but I sat in the lounge 2 hours 40 minutes for an oil change and tire rotation — with an appointment.”
1,310 views
“Smooth Altima purchase, Marcus was great. Only knock is the trade appraisal took over an hour with no update.”
410 views
“Ordered a cabin filter and a cargo liner. Filter came in two days, liner took almost three weeks with no updates.”
520 views
“Third Rogue from this store. Fair trade number, no games, in and out in under three hours.”
2,020 views • top-displayed review on the profile
Speed Buys Rating Recovery
Share of 1–3 star reviewers who revised their rating upward, grouped by how fast we replied. Based on 214 negative reviews answered since January 2026.
Under 4 hours
47%
target window — roughly 1 in 2 reviewers revises up
4 to 12 hours
31%
still recoverable
12 to 24 hours
19%
our 18-hour average lands here
1 to 3 days
8%
the reply starts reading as damage control
Over 3 days
3%
5 of the 8 open items are already past this line
Response Rate vs Ourstman Laurel
Percent of reviews answered, rolling monthly. Laurel has not dropped below 92% all year, and it shows up in the ChatGPT prompts we keep losing to them.
Response SLA by Severity
CURRENT VS TARGET| Severity | Trigger | Target reply | Current average | Owner | Status |
|---|---|---|---|---|---|
| Critical | 1–2★, damage or pricing dispute | 4 hours | 2.1 days | Service Director | Failing |
| High | 3★ or a competitor named | 12 hours | 31 hours | GSM | Failing |
| Medium | 4★ with a stated gap | 48 hours | 44 hours | BDC Lead | On target |
| Low | 5★ thank-you | 5 days | 6.4 days | BDC Lead | At risk |
Critical items are failing by a factor of twelve. Assign the Service Director a 9am and 4pm queue check starting Aug 7, 2026 — that alone clears the 4-hour SLA on every 1–2 star review without adding headcount.