The numbers tell part of the story. The reviews tell the rest.
Both Honda and Acura held 4.7-star averages and are generating more reviews than most brands. That’s the baseline.
But staff mentions are what really move the needle. Customers are noticing how they’re treated, and sentiment is trending up.
- Professionalism positivity is up: Acura +10.5%, Honda +4.2%.
- Knowledge complaints are down: Acura -10.9%, Honda -15.8%.
- Friendliness negativity dropped too: Acura -30.4%, Honda -16.75%.
And these aren’t abstract percentages. Here’s what customers are saying:
“They made me comfortable and confident that I was getting a great deal on my new vehicle… and continued to follow up with me after the sale to make sure I was satisfied.”
“Mathew knows his stuff. I came in wanting to test drive a Honda CR-V Hybrid, and he had it ready to go after my call. He answered all my questions and gave me a fair offer…”
“Traded in my Jeep SRT for an MDX Type S certified pre-owned. This thing was in perfect condition! Negotiation went well with my trade-in and with the out-the-door price on my new vehicle. Recommend them 100%!”
On the industry side, Honda posted record hybrid sales in Q3, and Acura earned early quality recognition (RDX, MDX, Integra; Kelley Blue Book Best Value Luxury Brand). These aren’t part of the Health Score, but they do show up in reviews as context customers bring with them.
Easy win for these brands: Positive staff reviews outnumber negative ones nearly 2:1, yet many go unanswered. Addressing more of these existing positives would increase the response rate, directly impacting 30% of Widewail’s Reputation Health Score, without requiring additional reviews or higher ratings.
Dealer takeaway: The foundation is solid. Ratings are strong. Review volume is healthy. Staff sentiment is trending the right way. For any dealer, the clearest lever left is response coverage. It’s straightforward, measurable, and it pays off immediately.
