How Honda Lallier Ste-Foy Collects 12x More Google Reviews per Month with InputKit

Honda Lallier Ste-Foy, a recognized name in Québec’s automotive market, was looking for a better way to track customer satisfaction and strengthen its online reputation. The dealership faced key challenges. They didn’t have any follow-up tool for the pre-owned department. They also faced slow feedback loops from Honda’s CSI (Customer Satisfaction Index), and limited real-time visibility into employee performance. After adopting InputKit, Honda Lallier Ste-Foy reshaped its customer-management approach:

• 12x more positive Google reviews collected monthly
• 15x return on investment from the InputKit project
• $60,000 saved by quickly identifying and recovering at-risk customers
• 3 high-performing employees hired thanks to stronger visibility from Google reviews

Overcoming Customer-Follow-Up Challenges in Automotive

In a competitive automotive market, customer satisfaction and online reputation are decisive. Honda Lallier Ste-Foy excelled in sales and service, but struggled to capture feedback quickly enough to drive continuous improvement.

The lack of a satisfaction-tracking tool for the pre-owned department created a major blind spot. Honda’s CSI results could take up to a week, limiting the team’s ability to respond promptly. Limited control over Google reviews reduced the dealership’s ability to leverage happy customers and address issues before they escalated.

With most consumers reading reviews before they buy, this gap represented real risk for the dealership. Without real-time visibility into employee performance, opportunities to reinforce the brand’s reputation and optimize service were being missed. To maintain its leadership position, Honda Lallier Ste-Foy needed a complete solution for proactive follow-ups.

Transforming the Customer Experience with Real-Time Insights

“At Honda Lallier Ste-Foy, we’re always looking to improve and deliver the best possible customer experience. That’s exactly what InputKit helped us do,” notes Mario Gilbert, General Manager.

The team recognized the importance of detecting issues early. By implementing InputKit’s customer experience software, they could identify and resolve problems before vehicle delivery.

A Step-Change in Google Reviews: 12x More Customer Testimonials

Before InputKit, the dealership received few reviews and had limited real-time visibility into satisfaction. With InputKit, Honda Lallier Ste-Foy generated 487 new Google reviews, going from 618 to 1,105.

This growth didn’t hurt Honda’s CSI response rate:

“Our delivery specialists explain to customers that they’ll receive two surveys, Honda’s CSI and InputKit’s. It hasn’t affected our response rate,” says Mario Gilbert.

InputKit also clarified the sources of dissatisfaction:

“When a survey is negative, the salesperson and their manager can analyze it together. Before, we might have blamed the salesperson too quickly. Now, we understand the root cause of dissatisfaction. We’ve implemented clear, employee-level tracking the team appreciates, and our review management is faster and more professional,” explains Gilbert.

This collaborative approach strengthened teamwork and created a culture of learning instead of blame, raising both individual performance and overall customer satisfaction.

Detection and Proactive Recovery

One of the most significant benefits was the ability to detect unhappy customers immediately and correct issues before delivery. This proactive stance led to $60,000 in savings by avoiding costs related to dissatisfied customers and rework.

“Every morning, I start my day by opening InputKit and doing my follow-ups. Since using it, negative Google reviews have clearly decreased because customers express themselves directly in the surveys. We can act before delivery,” says Mario Gilbert.

This capability not only protected the dealership’s reputation but also turned potentially negative experiences into positive testimonials about service quality.

How InputKit Drove 12x More Reviews and a 15x ROI

Before adopting InputKit, Honda Lallier Ste-Foy struggled with fragmented customer follow-ups and limited real-time visibility into satisfaction, which restricted its ability to maintain service excellence and attract new customers.

With InputKit, Honda Lallier Ste-Foy transformed its customer experience management, generating 12x more positive Google reviews per month and achieving a 15x return on investment. This transformation allowed the dealership to save tens of thousands of dollars, recruit three excellent employees, and foster a more collaborative work environment.

“Since adopting the platform, many dealers ask how we manage to get so many Google reviews and such a strong rating. The truth is, we have the right tools,” explains Mario Gilbert, General Manager.

The implementation of clear, employee-level tracking, appreciated by the team, created a culture of continuous improvement. This approach not only improved individual performance but also facilitated recruitment thanks to the visibility generated by positive Google reviews.

InputKit enabled Honda Lallier Ste-Foy to improve both customer experience and employee satisfaction, creating a virtuous cycle of growth and excellence. Streamlined and more professional review management reinforced the dealership’s position as a benchmark in Québec’s automotive industry.

FAQ

How can a car dealership get more Google reviews?

A car dealership can get more Google reviews by sending satisfaction surveys via text message after each sales or service visit. With InputKit, satisfied customers are invited to leave a review, making the process simple and effective. This helped Honda Lallier Ste-Foy generate twelve times more monthly reviews and improve its overall rating.

Why is customer experience important for a car dealership?

Customer experience is essential for a car dealership because it directly impacts online reputation and loyalty. A strong experience builds trust, sets the dealership apart from competitors, and turns satisfied customers into brand advocates, as shown by Honda Lallier Ste-Foy.

How did Honda Lallier Ste-Foy get more Google reviews?

Honda Lallier Ste-Foy got more Google reviews by sending satisfaction surveys via text message after each visit, then inviting satisfied customers to leave a Google review. This process increased results from only a few reviews to more than twelve times as many positive reviews per month.