Complaint drilldown
Communication
Nobody called back, updates stopped, messages went unanswered. 52,237 classified reviews, 20% of the 264,614 classified nationally, spread across 2,668 stores.
Reviews
52,237
20% of all classified
Blames the store
90%
47,033 reviews
Blames product or brand
9.9%
5,161 reviews
Last 90 days
3,510
-9% vs prior 90
Who the customer holds responsible
Store, product, or brand
Attribution is read off the text of each review at classification. A customer describing a broken promise at the desk lands on the store. A customer describing a failed part or a denied warranty lands on the product or the brand. Unclear means the text does not say.
| Target | Reviews | Share |
|---|---|---|
| The store | 47,033 | 90% |
| Ford product or vehicle | 1,174 | 2.2% |
| The brand, warranty, or corporate | 3,987 | 7.6% |
| Unclear from the text | 26 | 0.0% |
High or critical severity
0.0%
0 reviews
Still unresolved
8.1%
4,241 reviews
Warns others away
5.1%
2,676 reviews
Reviews with text on file
51,932
Readable below
Evidence
Read the reviews behind the count
Newest first, public review text, capped at 12 per view. Switch the filter to read only the reviews that point at the store or only the ones that point at the product and the brand.
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Other categories
Compare against the rest of the mix
Other
89,810 reviews . 4.7% blame the store
Appointment availability
30,305 reviews . 82% blame the store
Staff behavior
23,620 reviews . 96% blame the store
Pricing and fees
21,234 reviews . 93% blame the store
Financing
12,393 reviews . 93% blame the store
Facility and vehicle care
11,818 reviews . 88% blame the store
Wait time
8,290 reviews . 93% blame the store
Repair quality
4,332 reviews . 98% blame the store
Misrepresentation
4,180 reviews . 95% blame the store