Reputation Management helps your store automate, manage, and respond to customer reviews — all inside the DriveCentric CRM. You can set up automatic review requests, see feedback in real time, and resolve issues quickly.
Step 1: Turn on Reputation Management
Only users with Expert permission can set this up.
Go to Store Settings > Reputation
Enable the review types you want:
Sales Reviews
Service Reviews
Non-Sold Visit Reviews
Choose when to send the review request (example: 1 day after delivery)
Set the sender (Genius, salesperson, BDC, or a custom user)
Customize your message and call-to-action button
Optionally include a video from your video library
Click Save
Note: All review types are off by default until manually turned on.
Step 2: Understand When Reviews Send
Sales Reviews: After a customer is marked “Delivered”
Service Reviews: After a Repair Order (RO) is closed in your DMS
Non-Sold Visit Reviews: After a showroom visit with no sale
Step 3: View and Manage Reviews
Notifications Bar
Click the star icon to see the most recent reviews
View customer name, star rating, and comment preview
Click to open the full customer card
Customer Card
Reviews appear in the Activity tab
Click Resolve to remove the review from the sidebar
Only users with “Surveys” permission will see reviews in the sidebar and dashboard
Step 4: Use the Reputation Management Dashboard
The dashboard gives you a full view of how your store is performing with reviews — and helps you spot trends, coach your team, and respond faster.
Here’s how it works:
Filters
At the top of the dashboard, you can filter your reviews by:
User
Team
Source
Vehicle Make
New vs Used
Star Rating
Date Range
Review Type
There are three review categories available to view:
Sales
Service
Non-Sold Visits
Each section displays a graph showing review trends from the last 30 days, so you can quickly see how performance is trending over time.
Review Highlights
At the bottom of the dashboard, you’ll see highlighted reviews based on your filters.
Click View All to open a complete list of reviews that match your selected filters.
List or Tile View
You can view the reviews in tile view (cards) or list view, depending on your preference.
Use the column selector to customize which fields appear in the list view, so you can focus on what matters most to you.
Resolving a Review
Once you’ve followed up with a customer:
Click Resolve on the review inside the customer card
The review will be removed from your sidebar and marked as completed
Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!