Hyundai embraces transparent online reviews with SureCritic


In November 2013, Hyundai Motor America and its dealer network announced they would publicly feature owner-generated ratings and reviews of their dealership service experience through SureCritic™, similar to a way a restaurant or movie is rated on-line. Since then, more than 96 percent of dealers enrolled and now actively monitor reviews. No other manufacturer provides the transparency of its dealership service facilities like Hyundai.

“This is a significant milestone for Hyundai Motor America and its dealers. I’m very proud of how our dealers have chosen to use this new tool to respond to customers on a daily basis,” said Frank Ferrara, executive vice president, customer satisfaction, Hyundai Motor America. “SureCritic allows customers to broadcast their service experience to their social network and provides Hyundai dealers with quick, actionable feedback regarding customer service satisfaction. It’s easy to get caught up in day-to-day activity and not realize that someone just left the store completely satisfied or unsatisfied. SureCritic helps solve this issue.”

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