Inchcape, the world’s leading independent automotive Distributor, is pleased to announce that a record 72% of our owned and third-party retail sites worldwide, a 57% increase on last year, have been recognised with the Reputation 800 Award for outstanding customer service performance.
The Reputation 800 Award is a prestigious recognition given to businesses that excel in customer satisfaction and brand trust. To achieve this award, a business must have a score of 800 or higher, which is based on factors such as review sentiment, social engagement, and business listing accuracy. This award highlights companies that actively listen to customer feedback and implement it to improve their services and maintain a strong online presence.
The achievement demonstrates the shared strengths of Inchcape and our owned and third-party retail partners: deep insight into local markets, the dedication and expertise of our people, and technology that enables an exceptional omnichannel experience for customers. Together, this reflects a powerful combination of global digital tools and customer experience best practices, brought to life through on‑the‑ground execution by colleagues and partners in retail sites supporting customers every day.
Highlights from our results:
- Record 72% of our owned and third-party retail sites (up 57% from last year), a total of 689 locations, received the Reputation 800 Award
- Strong performance across our region’s owned and third-party retail sites, with the Reputation 800 Award received by:
- Americas: 94% of total sites, up over 9% on last year (387 locations)
- Asia-Pacific: 51% of total sites, up 82% on last year (142 locations)
- Europe & Africa: 61% of total sites, up nearly 42% on last year (160 locations)
- Driven by over 190,000 reviews globally, up 53% year-on-year
While these results demonstrate strong global progress, they are earned locally through thousands of individual customer interactions. By leveraging digital tools such as our Digital Experience Platform (DXP), which provides valuable data-driven insights to optimise sales and customer experiences, and third-party tools such as Reputation.com, teams at retail sites are able to listen to what matters most for our customers and use their feedback to continuously improve the experience delivered at site every day.
As AI-driven search platforms are increasingly influencing how customers find and choose brands, the quality and credibility of online reviews are becoming an important driver of visibility, traffic quality and lead generation, reinforcing the importance of our reputation program.
Romeo Lacerda, Inchcape’s Chief Commercial Officer, said: “We are proud of the record scores and progress we have made this year, with 72% of our global owned and third-party retail network achieving 800+ scores. This reflects the strength of our partnerships, the dedication of our teams, and our continued focus on delivering a consistently exceptional customer experience - combining global digital tools and best‑practice frameworks with consistent, high‑quality execution in local markets."
"Listening to customer feedback is vital in ensuring we continue to deliver on our promise of best-in-class customer service, helping us improve performance while also strengthening how our brands are discovered and chosen by customers.”
Chief Commercial Officer