What can we learn from two top auto groups—one that grew review volume massively in Q3, and one that took a step back?
On paper, Victory Automotive’s +71 jump and Fitzgerald Auto Malls’ -83 slide look like opposite stories of success and collapse. But the underlying driver isn’t a sudden improvement or failure in service; it’s review volume.
Victory Automotive: Momentum as Volume
Victory’s surge to #50 coincides with a series of acquisitions, including multiple Toyota rooftops that were already strong in monthly reviews. The group’s total monthly review volume jumped 75% in Q3, expanding its digital footprint and lifting its Health Score.
The rank jump is real, but it reflects growth in feedback, not a sudden improvement in service operations. Volume amplified the group’s visibility, showing the business in a stronger light without necessarily changing the underlying operational story.
Fitzgerald Auto Malls: The Exposure Effect
Fitzgerald’s drop followed a Q2 cybersecurity incident that disrupted standard operations. This coincided with a nearly 75% decline in monthly reviews. With the flow of new feedback restricted, the buffer of positive sentiment vanished.
This doesn't signal a collapse in service; quality likely remained stable, but low review volume left no protection to mask friction. With fewer total reviews, each negative comment carried more weight. Issues previously muted by volume now defined the narrative.
The Shared Ceiling: Communication
Despite the massive gap in their rankings, both groups face the exact same operational bottleneck. Roughly 37% of negative feedback for both groups is tied to communication issues: unclear updates, inconsistent follow-through, and poor guidance.
The difference is how volume frames that reality. For Victory, high volume dilutes the visibility of these small issues. For Fitzgerald, low volume exposes them, making them impossible to ignore. Whether a group is climbing or sliding, the 37% communication gap remains the primary barrier to a perfect customer experience.
The Takeaway
Rankings track momentum. Volume moves the needle quickly, but operations determine whether a position is sustainable. Rapidly growing volume can lift a group up the leaderboard, but it doesn’t mask underlying challenges. Conversely, low volume exposes issues, making them impossible to ignore.
Momentum shows up on the rank chart. Sustainability shows up in the business itself.
See how communication is impacting the rest of the Top 150 in the full Q3 Voice of the Customer Report.
