Matt Murray

Founder @widewailers, Advisor, Investor, Board Member. Extraordinarily average guitar player.

[Car Dealership Guy @GuyDealership]

One of the biggest pain points of buying an EV at a dealership today:

“The sales rep knows less about the car than I do.”

And get this – Negative reviews citing “knowledge issues” jumped 48% in Q2.

Most EV shoppers are first-timers—but 70–90% walk in already well-researched. Expectations are sky-high.

Bottom line:

When tax credits fade and EVs get harder to move, this training gap could make or break a store’s EV profitability.

–
From Widewail’s Q2 2025 Voice of the Customer Report | See industry trends from over 2.7 million Google reviews posted during the first half of 2025 → https://t.co/WE2ub7THf4 | @widewailers partner

[Car Dealership Guy @GuyDealership]

Bad reviews for dealerships are on the rise:

Negative Google reviews for car dealerships are up, with “staff” issues jumping nearly 20%.

Biggest complaints: finance (+31.4%), warranty (+21.6%), and sales (10.6%).

But here’s the twist: the same areas earn glowing reviews when done right.

Basically, dealerships that prioritize transparency and collaboration—especially in the finance office—are winning customer praise.

Get the full story in @widewailers report: https://t.co/cQppYYsXBE

____

(Data via CDG partner: @widewailers #widewailpartner)

[Matt Murray @Matt_Murray]

@CJRomig @GuyDealership Also no denying that Toyota is the current king of car sales. Super impressive.

[Matt Murray @Matt_Murray]

@GuyDealership “Your brand is what people say about you when you’re not in the room” - @JeffBezos

[Matt Murray @Matt_Murray]

@WAT401K @GuyDealership On the way!

[Matt Murray @Matt_Murray]

@CJRomig @GuyDealership Doesn't mean they have the best Sales experience!

[Matt Murray @Matt_Murray]

Enjoy!

[Dean Mitchell @DeanMit24955234]

@GuyDealership https://t.co/gUarwTa17e I am really enjoying reading this website thanks for the link to it.

[Matt Murray @Matt_Murray]

@DeanMit24955234 @GuyDealership Glad to hear it, Dean!

[Matt Murray @Matt_Murray]

@gnrldsppntmnt @GuyDealership More than 5M opinions expressed through reviews per year is a pretty decent basis

[Matt Murray @Matt_Murray]

@Capitalist_WS @GuyDealership That's a bummer to hear

[Matt Murray @Matt_Murray]

@OlliKatajainen @GuyDealership In this study, it's their customers perception of the Sales experience.

[Matt Murray @Matt_Murray]

@kaiyabunga @GuyDealership This is the Volvo customer saying it's a great sales experience. Seems plausible?

[Matt Murray @Matt_Murray]

@1MarketsWarrior @GuyDealership We look at millions per year. Google is among the least fake/fraudulent review site.

[Matt Murray @Matt_Murray]

@GuyDealership A lot of questions around @Tesla . Because Tesla does not have a large dealership network, they were excluded from this study. Tesla, Rivian and further EV segmentation is included in Widewail's Voice of the Customer Report -https://t.co/BNgtfaG394

[Car Dealership Guy @GuyDealership]

Big news — Car brand reputation rankings just got released for 2024:

1. Lexus 95/100
2. Toyota 94/100
3. BMW 91/100
4. Honda 88/100
5. Nissan 87/100
6. Kia 83/100

…

32. Genesis 36/100

This study is based on 4.1M+ Google reviews across 17K+ dealerships.

The ranking methodology takes into account each dealership’s Lifetime and Monthly Review Volume, Star Rating and Review Response Rates.

This is an insanely rich and detailed report from Widewail. You can access it here:

https://t.co/UFMryf3iEo

(Data via CDG Partner: Widewail #WidewailPartner)

[Matt Murray @Matt_Murray]

@dharmesh @bhalligan @HarryStebbings Fantastic discussion, gents. Thanks for sharing.

[Matt Murray @Matt_Murray]

@bhalligan Some things just make good sense. Congrats to the @HubSpot and @clearbit teams!

[Matt Murray @Matt_Murray]

TMAI #358: AI Revolution: An Activation Framework. -P1 from @avinash is a fantastic read. Highly recommend, friends. Bravo, Avinash. And thank you.

[Matt Murray @Matt_Murray]

@bhalligan Love the mention of the democratization of analytics. The impact on legacy customer experience platforms (amongst many others) will be huge.

[Matt Murray @Matt_Murray]

These guys are serious. Don’t sleep on Fluency.