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PowerSports Business
Ducati North America sales hit an all-time high
July 2008
CEO Michael Lock credits the company’s model lineup transformation and dealer improvements for the record sales increase.
[Ducati North America introduced Pied Piper PSI to their entire dealer body in fall 2007.]
» View PDF of Article (306.2 KB)  |
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Ward’s Dealer Business
Dealers Treat Shoppers Better
July 2008
Most car dealerships are treating their customers better, according to an annual satisfaction study using mystery shoppers. Acura, Jaguar, Lexus and Saturn dealerships rank highest in the 2008 Pied Piper Management Co. review in which people were hired to pose as shoppers, visit auto dealerships, then calculate and report their findings on how they were treated.
» View PDF of Article (540.8 KB) |
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Automotive Digest
Study: Dealers Seeing Increased Shopper Satisfaction
July 2008
Consumers are happier with how dealers treat them than a year ago, says Pied Piper study.
» View PDF of Article (139.3 KB) |
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The Car Connection
Are Dealers Doing a Better Job Satisfying Customers?
July 2008
Significantly, those brands which have been able to grow sales also have dealers who are more likely to satisfy shoppers.
» View PDF of Article (280.5 KB) |
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Motor Trend
Car Shopping? Study rates best, worst automaker dealers
July 2008
When it comes to getting new wheels, not all brands offer such an unpleasant shopping experience - - and according to a new study, overall industry's treatment of buyers is actually starting to improve.
» View PDF of Article (344.1 KB) |
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Auto Remarketing
Dealers Improving Shopper Satisfaction Levels
July 2008
If a recent study is any indication, consumers are more pleased with the way they have been treaded by dealers than they were just one year ago.
» View PDF of Article (431.3 KB) |
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Press Release: 2008 Pied Piper PSI® U.S. Auto Industry Study
Acura, Jaguar, Lexus and Saturn ranked highest in 2008
June 2008
Whether it's a direct response to a challenging economy and higher fuel prices or not, treatment of car-shoppers improved from 2007 to 2008 according to the newly released 2008 Pied Piper Prospect Satisfaction Index® U.S. Auto Industry Study, one of a series of unique national benchmarking studies that measure how consumers are treated when shopping for a new car, motorcycle, RV or boat. The independent study sent hired anonymous shoppers into auto dealerships nationwide representing all major brands, then calculated and reported the findings using the patent-pending Pied Piper PSI® process.
» View PDF of Article (182 KB) |
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Press Release: 2008 Pied Piper PSI® U.S. RV Industry (Class A) Study
Winnebago’s Itasca Brand Dealerships Achieve Highest Ranking
June 2008
Winnebago's Itasca brand RV dealerships ranked highest in the newly released 2008 Pied Piper Prospect Satisfaction Index® RV Industry (Class A) Study, which reported rankings by brand, as well as measurement and benchmarking of 50+ different aspects of the RV sales process.
Unique among U.S. motor vehicle industries is the fact that most RV dealerships carry multiple RV brands, often with more focus on product offerings than on the brands themselves. The study reported that salespeople for some RV brands try to 'flip' more than half of their shoppers from the brand they requested to an alternative product favored by the dealership.
Telephone and Internet/Email Response also Measured. The 2008 study marked the first time that we measured not only a shopper's experience at the dealership, but also a shopper's experience contacting the dealership separately by telephone and by internet or email. See the press release for some of the findings.
» View PDF of Article (163.5 KB) |
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RV Business
RV Study Gauges Retail Experience for 'A' Brands
June 2008
Winnebago’s Itasca brand RV dealerships ranked highest in the newly released 2008 Pied Piper Prospect Satisfaction Index U.S. RV Industry Class A Study, one of a series of annual national benchmarking studies which measure how consumers are treated when shopping for a new car, motorcycle, RV or boat.
» View PDF of Article (529.9 KB) |
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Dealernews
When Sales Drops the Ball: Dealer personnel ask for the sale less than half the time, say secret shoppers dispatched by research firm
May 2008
Motorcycle dealer salespeople ask for the sale only 45% of the time. What's even worse is that they ask for a customer’s contact information only 38 percent of the time. So say the results of a second annual study by Pied Piper Management Company.
» View PDF of Article (223.1 KB) |
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Motorcycle Product News
Prospect Satisfaction Study Findings Harley-Davidson Salespeople Take Top Spot
May 2008
Harley-Davidson dealerships ranked highest in the newly released 2008 Pied Piper Prospect Satisfaction Index U.S. Motorcycle Industry Study, which measures how consumers are treated when shopping in dealerships like yours. The independent study evaluated and benchmarked shopping experiences at 830 motorcycle dealerships nationwide, representing all major brands.
» View PDF of Article (355.7 KB) |
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Motorcycle.com
H-D Salespeople Top Consumer Survey
April 2008
According to a recent study which measures how consumers are treated when shopping for a new vehicle, Harley-Davidson dealerships rank first among motorcycle brands.
» View PDF of Article (283.4 KB) |
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Powersports Business
National Study Measures Industry's Sales Force
April 2008
Company evaluates retail shopping experiences from more than 800 dealerships across the United States. Motorcycle dealership sales personnel are more likely to determine a shopper's price range and ask how a vehicle will be used and by whom. On the other hand, they're less likely to mention product features unique from the competition and provide compelling reasons why a consumer should buy now.
» View PDF of Article (1.42 MB) |
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Powersports Business
Powersports faring worse than auto industry with online shoppers
April 2008
The motorcycle industry is faring far worse than the auto industry in reaching internet shoppers in a timely manner, according to studies conducted by the company behind the 2008 Pied Piper Prospect Satisfaction Index. When motorcycle dealerships were contacted by email or over the internet, only 30 percent of them responded to shoppers within 24 hours. In contrast, a separate study, also done by Pied Piper Management Co., shows 72 percent of auto dealers replied to shoppers' e-mails within 24 hours.
» View PDF of Article (245.5 KB) |
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Press Release: 2008 Pied Piper PSI® U.S. Motorcycle Industry Study
Harley-Davidson Dealers Keep Highest Ranking
April 2008
Harley-Davidson dealerships kept the highest ranking in the study, which evaluated and benchmarked shopping experiences at 830 motorcycle dealerships nationwide, representing all major brands.
Telephone and Internet/Email Response also Measured. The 2008 study marked the first time that we measured not only a shopper's experience at the dealership, but also a shopper’s experience contacting the dealership separately by telephone and by internet or email. See the press release for some of the findings.
» View PDF of Article (124.9 KB) |
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Powersports Business
Industry Comparison Shows Sales Flaws
January 2008
A company that has examined the sales processes in the powersports, auto and RV industries has found the motorcycle industry significantly trails its counterparts in simple sales processes.
That conclusion, reached by a management consulting company that works with Ducati North America and Victory, is good news for an industry that is likely to be down in retail sales for 2007 compared to the previous year. If dealerships can improve sales process basics, then it's possible sales could increase in a challenging economy.
"How can dealerships sell more motorcycles without more floor traffic?" asked Fran O'Hagan, the CEO of Pied Piper Management Co., the California-based company that unveiled its first-ever, three-industry survey in 2007. "It's not that complicated."
O'Hagan discussed his company's findings at Powersports Business Congress, an annual event that brings together suppliers and dealers for a series of business meetings. O'Hagan was the keynote speaker of the event, which featured dealer principals and general managers from close to 20 dealerships and executives from more than 15 industry companies.
» View PDF of Article (447.4 KB) |
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Hyundai Dealer Newsletter
Are Your Sales Associates Selling Too Hard… or Not Hard Enough?
October 2007
"The customer is king" is the oldest and truest cliché in the book. Before a stranger becomes a customer, however, he or she is first a prospect. 75% to 90% of all motor vehicle shoppers don't buy the same day they first visit a dealership. So when it comes to your bottom line, that makes prospect satisfaction at least as important as customer satisfaction.
» View PDF of Article (29.2 KB) |
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Powersports Business
Ducati seeks to build on its brand name
September 2007
For a new dealer evaluation and incentive program, Ducati used Pied Piper Management Company’s “prospect satisfaction index” rather than customary customer satisfaction scoring. Ducati CEO Michael Lock said Ducati opted against using the more common measuring stick—customer satisfaction surveys—because “it’s creating the wrong type of relationship between the dealer and the customer.” Lock said such surveys put pressure on dealer staff to convince consumers to give them high scores on such surveys. With the prospect satisfaction index, which uses an independent third party to shop dealerships, the evaluation of the dealership’s retail practices are kept between the dealer and the OEM, and does not involve the customer, something Lock sees as key.
» View PDF of Article (30.4 KB) |
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RV Business
New Service Keys on Consumer Class A Shopping Experience
September 2007
The Pied Piper Prospect Satisfaction Index allows RV manufacturers and RV dealers to order evaluations of dealerships to see how the performance of their salespeople compares to the RV industry national average, and to the national average of other same brand dealerships.
» View PDF of Article (1.57 MB) |
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Dealer Marketing Magazine
Is it Possible to Turn More Shoppers into Buyers?
September 2007
The Pied Piper Prospect Satisfaction Index (www.piedpiperpsi.com) is one source for dealers who wish to see how their sales process effectiveness stacks-up against the national average for other same brand dealerships.
» View PDF of Article (376.9 KB) |
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MotorHome Magazine
New Study Measures RV Buyer Treatment
August 2007
Monaco RV dealerships ranked highest in the newly released "2007 Pied Piper Prospect Satisfaction Index RV Industry Study," which measured how shoppers are treated at retail locations that sell Class A motorhomes. The independent study uses the patent-pending Pied Piper PSI process to evaluate and benchmark shopping experience and salesmanship effectiveness, and provide actionable insights on the hot buttons that turn shoppers into buyers.
» View PDF of Article (250.4 KB) |
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Ward's Dealer Business
Dealership Myth Is Debunked
August 2007
Pushy car salespeople are more fiction than fact, according to a study that challenges many of the negative stereotypes in the auto industry. Pied Piper Management Co.'s Prospect Satisfaction Index measures how well shoppers are treated at the dealership.
» View PDF of Article (358.6 KB) |
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American International Auto Dealers Association
Acura Dealerships Rank Highest in Prospect Satisfaction
August 2007
Acura dealerships ranked highest in the newly released 2007 Pied Piper Prospect Satisfaction Index℠ Auto Industry Study, an industry-first study that measures how consumers are treated when shopping for a new car, SUV or truck. The independent study evaluated and benchmarked shopping experiences at 1,592 dealerships nationwide, representing all major brands.
» View PDF of Article (351.1 KB) |
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New Jersey Star Ledger
Ann M. Job - Wheel Woman: The customer satisfaction guessing game
August 2007
Last week a new survey debuted attempting to gauge how satisfied car-shopping consumers are when they visit various dealerships. The report by Pied Piper Management is new and surveyed shoppers, not necessarily buyers, at some 1,600 dealerships. Pied Piper dug up some intriguing tidbits.
» View PDF of Article (27.7 KB) |
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PowerSports Business
How often are consumers pushed off brands?
July 2007
Motorcycle salespeople move their customers from one brand to another more than their counterparts in the RV and auto industries do. And the brand can make a big difference in whether a salesperson will direct the consumer’s attention to the product that they originally asked about or direct them to an entirely different model and line.
» View PDF of Article (383.1 KB) |
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Powersports Business
Comparing the retail experience in 3 industries
July 2007
A unique survey analyzing the sales process in the motorcycle, auto and RV industries shows the powersports sector lacking in several key categories.
» View PDF of Article (23.9 KB) |
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Automotive News
Study: Brands can fare better with buyers than with prospects
July 2007
Several vehicle brands that score well on measures of sales satisfaction do a below-average job of appealing to prospective buyers, a new market research study concludes.
» View PDF of Article (321.6 KB) |
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San Jose Mercury News
Car showroom satisfaction: Survey rates how well car dealers treat shoppers
July 2007
In an innovative study that evaluates how well car shoppers – not buyers – are treated in showrooms, Acura, Land Rover and Saturn dealers came out on top.
» View PDF of Article (626.9 KB) |
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Car and Driver
Acura Dealers Ranked Highest in Study
July 2007
Acura dealerships ranked highest in the newly released 2007 Pied Piper Prospect Satisfaction Index Auto Industry Study
» View PDF of Article (211 KB) |
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Acura Dealers Ranked Highest by 2007 Pied Piper Prospect Satisfaction Study
Annual auto industry benchmarking study identifies which dealerships treat car shoppers best
July 2007
Patent-pending Pied Piper PSI process used to evaluate and benchmark auto industry shopping experience and salesmanship effectiveness. Independent study measured performance of 1,592 dealerships nationwide, representing all major brands.
» View PDF of Article (176.9 KB) |
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Detroit Free Press
Shoppers Pleased at Acura
July 2007
Acura dealerships dealerships ranked highest in a study to be released today that evaluates how consumers are treated when shopping for a new car or truck.
» View PDF of Article (371.1 KB) |
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WWJ950 Radio
Study: Acura Tops in Dealer Satisfaction
July 2007
A Pied Piper Prospect Satisfaction Index study released Monday morning shows Acura dealerships ranked highest in the way buyers were treated when shopping for a new car, SUV or truck.
(Flash is required to listen)
Click "play" to listen to Audio Clip
» View PDF of Article (219.7 KB) |
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The Detroit News
Car shoppers rate stores: Survey shows luxury brand dealers give customers best treatment
July 2007
Dealers selling Honda Motor Co.’s premium Acura vehicles won the highest marks from car shoppers in a recent survey, followed by Land Rover, Saturn, Jaguar and Volkswagen stores.
» View PDF of Article (327 KB) |
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Ward’s Dealer Business
Pushy Car Salespeople? Guess Again.
July 2007
Pushy car salespeople are more fiction than fact, according to a study released this week that refutes many of the negative stereotypes typical of the industry.
» View PDF of Article (444.5 KB) |
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Autoblog.com
REPORT: Acura dealers treat customers best whether or not they buy
July 2007
Consulting firm Pied Piper surveyed customers at 1,592 dealerships to show what we already knew, that not all dealer experiences are created equal. The survey covered the customer service regardless of whether or not the perspective buyer actually purchased a vehicle.
» View PDF of Article (246.2 KB) |
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Washington Post
Acura, Land Rover top ranking of U.S. dealerships
July 2007
Honda Motor Co.'s luxury Acura division topped a consumer satisfaction survey intended to measure how well U.S. car shoppers felt they were treated in dealer showrooms whether or not they bought a vehicle on the spot.
» View PDF of Article (316.9 KB) |
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LA Times
Acura tops survey of dealer service
July 2007
Honda Motor Co.'s luxury Acura division topped a consumer satisfaction survey intended to measure how well U.S. car shoppers felt they were treated in dealer showrooms whether or not they bought a vehicle on the spot.
» View PDF of Article (551.8 KB) |
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ABC News
Acura, Land Rover top ranking of U.S. dealerships
July 2007
The study, released this week by Pacific Grove, Calif.-based sales consultancy Pied Piper, showed Ford Motor Co.'s Land Rover in second place and General Motors Corp.'s Saturn in third.
» View PDF of Article (335.1 KB) |
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Monterey County Herald
Shoppers rate Acura, Land Rover, Saturn dealers tops
July 2007
In an innovative study that evaluates how well car shoppers — not buyers — are treated in showrooms, Acura, Land Rover and Saturn dealers came out on top.
» View PDF of Article (504.5 KB) |
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RV Business
Study Rates ‘A’ Brand Dealers with Consumers
July 2007
Monaco brand dealers were ranked highest in a newly released study gauging how shoppers are treated at retail locations that sell Class A motorhomes.
» View PDF of Article (341 KB) |
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Monaco RV Dealerships Ranked highest by 2007 Pied Piper Prospect Satisfaction Index
RV industry benchmarking study identifies why customers stay – or walk away
July 2007
Patent-pending Pied Piper PSI process used to evaluate and benchmark RV industry shopping experience and salesmanship effectiveness, and provide actionable insights to turn more shoppers into buyers.
» View PDF of Article (144.3 KB) |
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Motorcycle Product News
H-D Dealerships Top Prospect Satisfaction
May 2007
2007 Pied Piper Prospect Satisfaction Index. "For the first time, manufacturers and dealers have a clear set of guidelines for improving sales processes."
» View PDF of Article (704.4 KB) |
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PowerSports Business
Being put to the (retail) test
March 2007
A Montana dealership agreed to have its retail practices analyzed as part of a national survey. "I would do it again..."
» View PDF of Article (888.3 KB) |
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Dealernews
High Marks for H-D
March 2007
Harley-Davidson salespeople are more likely to fully engage a customer, a virtue that earned the OEM's dealerships high marks in a recent consumer survey.
» View PDF of Article (226.7 KB) |
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RV Pro
Holiday World of Dallas Embraces Business Branding
March 2007
Holiday World of Dallas finds success by adopting Monaco Coach’s Franchise for the Future program, which was developed and is administered by PPMC.
» View PDF of Article (2.53 MB) |
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PowerSports Business
Survey: Harley Tops Among Industry Retailers
February 2007
Harley-Davidson dealerships have the most effective sales force and provide the best shopping experience among top motorcycle brands, according to what is believed to be the first survey of its kind in the powersports industry.
» View PDF of Article (1.6 MB) |
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PowerSports Business
All Indicators Point to an Inept Sales Force
February 2007
The first ever Pied Piper Satisfaction Index points to one industry misgiving: our sales staffs are inept. Acknowledge that your sales staff and its procedures are less than what they could be, perhaps drastically so. And then do something about it.
» View PDF of Article (1.06 MB) |
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L.A. Times
“I want to wait,” most buyers say
February 2007
The results of the 2007 Pied Piper Prospect Satisfaction Index Motorcycle Industry Study came out Feb. 5 showing what dealers had the best success rates at turning shoppers into buyers and why.
» View PDF of Article (809.8 KB) |
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Media Post’s Marketing Daily
Harley-Davidson Ranks as Showroom Brand Leader
February 2007
HARLEY-DAVIDSON AND DUCATI, BMW, SUZUKI and Victory may be worlds apart in terms of the motorcycles they sell, but a new study suggests they have something in common: if their prospects didn't leave a showroom with a motorcycle, there's a good chance they left feeling good about the experience and the brand.
» View PDF of Article (382.4 KB) |
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Harley-Davidson Dealerships Ranked Highest by 2007 Pied Piper Prospect Satisfaction Index
First-ever motorcycle industry benchmarking study identifies why customers stay – or walk away
February 2007
Harley-Davidson dealerships ranked highest in the newly released 2007 Pied Piper Prospect Satisfaction Index Motorcycle Industry Study, which measured how shoppers are treated at retail locations. The study is the first of its kind to provide actionable insights on the hot buttons that turn shoppers into buyers.
» View PDF of Article (191.8 KB) |
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PowerSports Business
Guest Column: Turning a prospect into a customer
January 2007
The U.S. motorcycle industry is all about fun, freedom and a completely discretionary purchase. So why doesn’t a customer’s motorcycle-buying experience reflect the fact that the dealership needs the customer far more than the customer needs the motorcycle?
» View PDF of Article (705.1 KB) |
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PowerSports Business
“Ducati focuses on its retailing practices”
November, 2006
"To turn the focus on the dealer, CEO Michael Lock hired Pied Piper Management Co. to run the mystery shopping program, where dealers are graded on how their employees interact with mystery shoppers."
» View PDF of Article (380.3 KB) |
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RV Business Magazine
"Monaco Promotes Retail Franchise Format at Dealer Congress in Vegas"
September, 2005
"...if we make you outrageously profitable, you'll figure out a way to take care of these tough-to-satisfy customers," said Fran O'Hagan.
» View PDF of Article (989.7 KB) |
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Family Motor Coaching Magazine
"Monaco Coach Corporation retained franchise and branding specialist Pied Piper Management Company LLC, of Monterey, California, to determine how best to shine a national brand spotlight on local dealer operations..."
September, 2005
Monaco Coach Corporation Initiates Dealer Franchise Program
Monaco Coach Corporation, C2111, based in Coburg, Oregon, has unveiled what is thought to be the RV industry's first dealer franchise program. Called Franchise for the Future, the program creates a national brand focus for Monaco's four primary motorized recreation vehicle brands - Monaco, Holiday Rambler, Beaver, and Safari - that currently are being sold at more than 300 dealer locations in North America.
"This is a significant step within the RV industry, because it challenges the traditional way that RVs themselves have been positioned at the independent dealerships that we all depend on," said Kay Toolson, chairman and CEO of Monaco Coach Corporation.
Historically, RV dealers typically carry a wide array of vehicle brands with very little emphasis on highlighting one brand over another. Monaco's Franchise for the Future dealer franchise program provides each dealership with a visual brand identity for one or more of Monaco Coach Corporation's four motorized brands. Each dealer will create a brand-specific customer buying experience by installing a brand sign along with an interior "brand island" that provides the RV customer with a stylish detail center that communicates the key features and benefits of that brand.
Monaco Coach Corporation retained franchise and branding specialist Pied Piper Management Company LLC, of Monterey, California, to determine how best to shine a national brand spotlight on local dealer operations by developing and implementing Franchise for the Future. |
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RV Business Magazine
"Monaco Breaking Franchise Barrier in Vegas"
July, 2005
Article describes Pied Piper Management Company's integral role in helping Monaco Coach Corporation revolutionize the RV industry.
» View PDF of Article (1.23 MB) |
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Monaco Coach Corporation Press Release
"RV Industry's First Dealer Franchise Program"
July 20, 2005
Article announces Monaco's plans to introduce dealer franchising to the RV world. Pied Piper Management played a key role in developing Monaco's franchise program.
» View PDF of Article (136.7 KB) |
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Monaco Coach, Display and Building Images
for Monaco's New Franchise Program
July, 2005
» View Windows Media Video Clip  |
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Motor Cyclist Magazine
"Branded!"
July, 2004
Article describes why "Brand" is so important.
» View PDF of Article (1.81 MB) |
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Motor Cyclist Magazine
"Megaphone"
Holiday, 2003
Article describes what happened to the Indian Motorcycle Brand.
» View PDF of Article (395.5 KB) |
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Motorcycle Product News
Too Many Chiefs, Not Enough Indians
November 2003
Interview with Fran O'Hagan describing what happened to Indian Motorcycle Company.
» View PDF of Article (769.2 KB) |
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New York Times
TWO WHEELS; For a Classic, The Return Journey Gets Smoother
October 2002
"I'm pretty impressed with what they've done," said David Edwards, editor in chief of Cycle World magazine and an owner of three vintage Indians. "They're still probably a half step behind state of the art, but it's a tremendous jump from their first attempts when they revived the company."
» View PDF of Article (658.7 KB) |
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Business Week
"The Ralph Lauren of Car Dealers"
November, 1995
Article describes what Land Rover did to showcase their Brand.
» View PDF of Article (857.4 KB) |
