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66 of the top 100 mega-dealers
responded by phone with the average response time by phone of ten
hours, ten minutes, and 47 seconds. 34 dealers
never responded at all by phone.
81 of the top 100 mega-dealers
responded by email, with the average number of email attempts being
3.16. 19 dealers never responded at all by email.
The highest number of attempts by email was 9.
Winners were determined by ResponseAudit
by InsideSales.com, the technology that tests, tracks, and records
email and phone responses to inquiries submitted to a company Web
site. ResponseAudit representatives used ‘secret
shopper’ tactics, posing as prospective automobile buyers by
submitting fictitious contact information on each mega-dealer
site.
The 2008 Response Awards were
given for the five (six) fastest responses by phone by live
representatives. Email responses were not reported because of
passive auto-responders with ‘canned content’ that
do not facilitate live discussions.
“We congratulate the
winners of the 2008 ResponseAwards in the automotive industry as
shining examples of best practices,” says Dave Elkington, CEO
of InsideSales.com. “Online automotive shoppers can
look to these dealerships as providing the epitome of responsiveness in
an already responsive industry. These are the best of the
best.”
By tracking responses against
industry benchmarks, companies dramatically improve increase contact
and qualification rates. Recent lead response
management research from MIT shows the odds of making contact
with a Web-based inquiry increases 100 times
if attempted within five minutes of submission of the inquiry.
Mr. Elkington continues,
“The ResponseAwards recognize companies in this fast-paced
Internet economy for outstanding response practices. It is
especially meaningful because these dealerships were unaware these
response audits were performed.”
The top 5 winners and a summary
of response statistics this research study is published on the
ResponseAwards Web site.
Mega-Dealers who did
not win may contact the ResponseAudit team to learn their audit results
by dialing 866-342-5370.
Additional awards will be given
yearly in other Web-based industries.
About
ResponseAudit and ResponseAwards
ResponseAudit is powered
by InsideSales.com to help the marketing and sales departments of
Web-based companies track and measure the timeliness, consistency, and
persistence of responses from their representatives to inquiries from
Web visitors. ResponseAudit provides an unbiased review of
the response practices of an organization.
For more information about
obtaining ResponseAudit Trust
Marks on each company Web form, visit http://www.ResponseAudit.com
About
InsideSales.com
InsideSales.com was the first hosted lead management solution with
built-in dialer
technology. InsideSales.com pioneered the field of lead
response management (LRM) and gained recent prominence with research in
conjunction with Kellogg and MIT on the impact of immediate response to
Web leads. On the heels of the recent PowerDialer
for Salesforce.com product announcement, ResponseAudit forges
a new way for marketing to increase results from existing
spending. InsideSales.com offers a full suite of lead
management, lead
nurturing, and power
dialer solutions. To learn more visit http://www.InsideSales.com.
InsideSales.com
Contact:
Ken Krogue
801-853-4070
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