Horne Kia
Customers rate Horne Kia in the top 25% of Kia dealers nationally.
Its customer rating is below average and its comment activity is top 25% among franchise dealers in the country; it is top 25% on responsiveness and below average on frustration, where a higher tier means fewer frustrated customers. Customers most often praise parts department and valet. Parts department is what most often causes frustration.
Assessment covers 2026 year to date. The dealership has 5,000+ Google reviews on record.
What customers think of Horne Kia
The four measurements that make up the customer health score, each placed against every franchise dealer in the country.
Customer Rating
Below averageVolume-weighted rating is below the national average.
Measures: volume-weighted rating
Comment Activity
Top 25%More customers write about this store each month than at three quarters of franchise dealers.
Measures: reviews written per month
Responsiveness
Top 25%Replies to nearly all reviews. Among the most responsive quarter of franchise dealers.
Measures: share of reviews answered
Frustration
Below averageMore frustrated customers than the average franchise dealer. Lower is better.
Measures: share of reviews describing a bad experience. Lower is better; Top 25% means fewer frustrated customers than three quarters of dealers.
What customers talk about
Every review is classified into 25 topics with positive or negative sentiment. These are the topics where Horne Kia's customers are unusually positive, and the ones most likely to turn a review negative, each placed against other dealers on the same topic.
What is often praised
Where this store's customers are more positive than most dealers' on the same topic
- Parts departmentOften positive≈ about typical for the topic
- ValetNearly always positive≈ about typical for the topic
- Trade-insUsually positive≈ about typical for the topic
What sometimes causes frustration
Where this store's customers are more negative than most dealers' on the same topic
- Parts departmentNegative in most mentions↑ more than at most dealers
- Loaner carsNegative in most mentions↑ more than at most dealers
- FriendlinessOccasionally negative↑ more than at most dealers
Sales Below average
Customers who mention the sales department are less positive than at the average franchise dealer.
Service Bottom 25%
Customers who mention the service department are less positive than at three quarters of franchise dealers.
Are more customers talking about Horne Kia?
Two shares of the same conversation: everything Kia customers in the Phoenix metro have ever said, and what they're saying now.
Losing share: Horne Kia accounts for less of the area's Kia reviews now than over its lifetime.
#5 of 9 Kia dealers in the Phoenix metro#15 of 59 franchise dealers within 25 miles#32 of 118 mass-market dealers in the Phoenix metro
Should I buy or service at Horne Kia?
Is Horne Kia a good dealership?
Customers rate Horne Kia in Gilbert, AZ in the top 25% among Kia dealers: a B (80–89) customer health score on the Widewail Index. The assessment covers 2026 year to date; the dealership has 5,000+ Google reviews on record in total. Its customer rating is below average nationally and it ranks #5 of 9 Kia dealers in the Phoenix metro.
Do customers trust the sales team at Horne Kia?
Sales-department sentiment at Horne Kia is below average nationally. Customers who mention the sales department are less positive than at the average franchise dealer. Customers most often praise parts department and valet.
Is the service department at Horne Kia good?
Service-department sentiment at Horne Kia is bottom 25% nationally. Customers who mention the service department are less positive than at three quarters of franchise dealers. Parts department is what most often causes frustration, more than at most dealers.
What do customers complain about at Horne Kia?
What most often causes frustration at Horne Kia is parts department, followed by loaner cars, more than at most dealers. Overall, Horne Kia is below average nationally on frustration, where a higher tier means fewer customers describing a bad experience.
Does Horne Kia respond when something goes wrong?
Horne Kia's reply rate is top 25% among franchise dealers nationally. Replies to nearly all reviews. Among the most responsive quarter of franchise dealers.
Are more people talking about Horne Kia?
Horne Kia accounts for about 1 in 8 of all Kia reviews ever written in the Phoenix metro, and about 1 in 15 of those being written now. Losing share: Horne Kia accounts for less of the area's Kia reviews now than over its lifetime.
How does Horne Kia compare to other Kia dealers in Phoenix?
Horne Kia ranks #5 of 9 Kia dealers in the Phoenix metro and #15 of 59 franchise dealers within 25 miles on the Widewail Index customer health score.
How is this assessment made?
The customer health score combines four measurements from public Google reviews, 2026 year to date: customer rating, comment activity, responsiveness, and frustration, each ranked against every franchise dealer in the United States. Topics are classified from review text; for each topic, the share of mentions that are positive or negative is compared with dealers of similar size. The Index refreshes monthly and no dealership can pay to change its score.
For Horne Kia
An offer for the management team: your customers' full picture, free.
This page is what a shopper sees when they search for a Kia dealer in Phoenix, and it's built entirely from what Horne Kia's customers have already said. Widewail will prepare a free Reputation Scorecard for Horne Kia: the exact numbers behind every tier on this page, benchmarked against 18,000+ dealerships, with a 20-minute analyst walkthrough for your GM and department heads.
What's in Horne Kia's scorecard
The same report Widewail delivers to dealer groups every quarter, built for this store from the Widewail Index.
- Public grade on this page B
- Reputation Health Score, exact 84 / 100 · rank 50 of 150
- Monthly rating vs. benchmark 4.77 · +4.6%
- Monthly review volume vs. benchmark 18 / mo · +54%
- Response rate vs. benchmark 86% · 91.7%
- Negativity percent vs. benchmark 6.5% · 11.1%
- Prioritized topics for the GM staff · wait times · price
- All 25 topics, positive and negative, vs. benchmark 25 × 4 values
- Rank among peer dealerships on every measure 5 rankings
Analyst walkthrough. How the score is calculated, how topic analysis works, and where Horne Kia is losing or gaining ground against the Phoenix stores on this page.
What would more customer feedback do?
Comment activity is one of the four inputs, and the one a management team controls fastest. Enter monthly transactions to see how many reviews Widewail would generate for Horne Kia.
0 new reviews / month
at Widewail's 14% customer-to-review conversion
Over twelve months0
Where that volume sits among Kia dealers
Horne Kia's comment activity todayTop 25%
Volume is one of four inputs to the score. The full projection shows the effect on all four, on metro rank, and on share of voice.
Enter either number to see the estimate.
How Widewail moves each measure on this page
Moves: Comment Activity
Signal
Review generation, private surveys and video testimonials, sent to every customer after a sale or service visit, so the customers who already chose Horne Kia are the ones shoppers hear from.
18%of review requests converted at Cavender Auto Family; one store grew review volume 820% in 90 days.
Moves: Responsiveness
Response
Specialist-written replies to every review and social comment, delivered within 24 hours from one feed, including the negative ones shoppers read first.
5,622custom responses written in one year across seven Sloane Automotive locations.
Moves: Rating and Frustration
Customer Clarity
A monthly diagnosis of what's working, what's slipping, and who delivered it: staff performance by name, peer benchmarking from the Widewail Index, and ranked recommendations your managers can act on.
25 topicsclassified on every review, with the frustration drivers behind this page's tiers named and prioritized.
How this assessment is made
The Widewail Index reads public Google reviews for 18,000+ franchise dealerships in the United States and refreshes monthly. Figures on this page cover 2026 year to date. Nothing here can be purchased or edited by a dealership.
The customer health score
- Customer Rating Star rating, weighted by volume so a handful of reviews can't swing it.
- Comment Activity How many customers are writing about the store each month.
- Responsiveness The share of reviews that receive an owner reply.
- Frustration The share of reviews that describe a bad experience. Lower is better, so Top 25% means fewer frustrated customers than three quarters of dealers.
Each input is ranked against every franchise dealer in the Index, combined into a 0–100 score, and shown here as a letter with its 10-point range: A 90–100, B 80–89, C 70–79, D 60–69, F below 60. The exact score is in the dealership's private scorecard.
What customers talk about
Every review is classified into 25 topics (staff, communication, wait times, pricing, honesty, and so on) with positive or negative sentiment. For each topic, we take the reviews that mention it and measure what share are positive and what share are negative, then compare that with dealers of similar size. A topic is listed only when the difference is meaningful, and the size of the difference is shown in three steps, never as a number. Figures cover 2026 year to date.
How to read the labels
- Top 25% top quarter of franchise dealers nationally
- Above average better than the national average, outside the top quarter
- Below average below the national average
- Bottom 25% bottom quarter nationally
What this page doesn't show
- The exact score and its movement month to month
- Review counts, percentages, or topic values
- All 25 topics, and named staff
- Competitors' scores side by side
