Press - automotive mystery shoppers

Mercedes Benz and other luxury automakers topped the list of the best dealership experience, according to the results of the 2010 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry Study. Though luxury brands took the top nine spots, the study showed that the domestic brands showed the most improvement in 2010, with Ford, Lincoln and Chevrolet scoring above the industry average for the first time since PSI study began four years ago.

The Pied Piper study also pointed out some interesting behavioral trends at the dealership. For example, shoppers are more likely to get an inattentive salesperson than pushy one. "The stereotypical car shopping experience of having an overbearing salesperson happened far less often (6% of the time) than the opposite: a salesperson who simply was not helpful enough and did not devote enough time and attention to the car shopper (18% of the time)," the report concluded.

As always, you get what you pay for. Ward's reports that luxury brands ranked highest in the fourth-annual Prospect Satisfaction Index, an auto-retailing survey conducted by consultancy firm Pied Piper Management. The organization hired 3,600 "mystery shoppers" to visit dealers around the U.S. and record their experiences. Mercedes-Benz topped the list, with other premium marques like Lexus, Land Rover and Acura following closely behind. Detroit improved the most, with both Ford and Chevrolet beating the average score. Overall, the industry's performance improved markedly, with 25 of 34 brands scoring higher this year than last. Good news for car buyers, but this also means six of them fared worse than in 2009. Mitsubishi came in last with Suzuki finishing one-spot higher. It's interesting how surveys like this mirror the troubles facing both companies in the U.S. Hit the link in today's show notes at AutolineDaily.com for more interesting information about the Prospect Satisfaction Index.

Pied Piper's annual Prospect Satisfaction Index ranks dealers in order of consumer satisfaction, so, logically, any automaker would want to be at the top of the list. Mercedes-Benz has taken the gold in 2010, thanks to its sterling customer satisfaction.

In what is sure to be reassuring news for the auto industry as a whole, 25 of the 34 brands scored higher compared to last year's index. During the survey, Pied Piper dispatched 3658 mystery shoppers to dealers to gather feedback for a variety of dealer-consumer criteria, mainly focusing on salesperson interaction.

Sitting atop this year's PSI is Mercedes, followed by Lexus, Land Rover, Acura, and Jaguar to round out the top five. The first mass-market brand to appear in the order is Chevrolet at tenth; Ford and Honda placed directly behind. After the industry average, just 12 brands were rated to be below average, with Mitsubishi owning the dubious honor of 34th place.

A recent dealer study conducted by Pied Piper of Monterey, California, reports that Mercedes-Benz has the most highly rated dealers in the United States according to the Prospect Satisfaction Index.

In what is sure to be reassuring news for the auto industry as a whole, 25 of the 34 brands scored higher compared to last year's index. During the survey, Pied Piper dispatched 3658 mystery shoppers to dealers to gather feedback for a variety of dealer-consumer criteria, mainly focusing on salesperson interaction.

Sitting atop this year's PSI is Mercedes, followed by Lexus, Land Rover, Acura, and Jaguar to round out the top five. The first mass-market brand to appear in the order is Chevrolet at tenth; Ford and Honda placed directly behind. After the industry average, just 12 brands were rated to be below average, with Mitsubishi owning the dubious honor of 34th place.

A study measuring how dealerships treat customers rated Mercedes-Benz highest but said Detroit's brands have showed the most improvement.

Ford, Lincoln and Chevrolet scored above the average for the first time in the four years that Piped Piper Management Co. has conducted its study. Lexus was No. 2 and Mitsubishi placed last in the survey.

Pied Piper, of Monterey, Calif., sent 3,658 mystery shoppers into dealerships to develop its Prospect Satisfaction Index.

A host of mystery shoppers sent to critique dealerships across the country gave luxury brands such as Mercedes-Benz and Lexus high marks and put Ford and Lincoln above the industry average.

Mercedes-Benz dealerships rank highest and Mitsubishi stores lowest in a new auto-retailing survey that used people posing as car shoppers to gauge and compare customer treatment.

Domestic brands improved the most, with Ford, Lincoln and Chevrolet dealerships scoring for the first time above the industry average in the fourth-annual Prospect Satisfaction Index by Pied Piper Management Co. LLC, an auto-retailing consultancy.

Meanwhile, the stereotypical pushy car salesman appears headed for extinction, survey findings seem to indicate.

Product, product, product? Perhaps, but even the best vehicles won?t sell unless dealers know how to work with their customers, and according to a new study, Mercedes-Benz leads the way when it comes to doing the best job on the showroom floor.

Not surprisingly, luxury makers lead the way when it comes to satisfying customers during the shopping experience, according to the latest annual Pied Piper Prospect Satisfaction Index, which uses a cadre of ?mystery shoppers? to see how dealers across the country perform. Lexus ranked second, in the PSI, with Land Rover, Acura and Jaguar rounding out the Top Five.

But Detroit brands lead the way, in the 2010 study, when it comes to improving the way their dealers work with customers. Ford, Lincoln and Chevrolet all scored above industry average for the first time since the study was launched, four years ago. In fact, Chevy was the only mainstream brand in the Top Ten, followed by Ford and Honda.

Mercedes-Benz dealerships ranked highest in the newly released 2010 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry Study, one of a series of unique national benchmarking studies using ?mystery shoppers? to measure and compare how consumers are treated when shopping.

Detroit brands led the way in 2010 for most improvement, with Ford, Lincoln and Chevrolet scoring above the industry average for the first time since PSI auto industry benchmarking began four years ago.

The independent study sent 3,658 hired anonymous ?mystery shoppers? into auto dealerships nationwide, then used the patent-pending PSI process to compile the results into an accurate measurement of how each brand?s dealerships treat car shoppers.

Mercedes-Benz dealerships ranked highest in the new 2010 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry study. But Detroit automakers are the most improved in the study, which uses "mystery shoppers" to gauge how consumers are treated while shopping.

In the study, 25 of 34 major auto brands have higher scores, led by luxury brands: Lexus came in second overall, followed by Land Rover, Acura, Jaguar, Audi, Cadillac, Lincoln and BMW.

Chevrolet is the first non-luxury brand to appear on the list, coming in at No. 10 and followed by Ford, Honda, Infiniti, Mazda and Toyota. At the bottom of the PSI are Mitsubishi in last, preceded by Suzuki, Scion, Saab, and Mini. Just above them are Chrysler, Jeep and Dodge.

Ford, Lincoln and Chevrolet were the most-improved brands, scoring above the industry average for the first time since PSI auto industry benchmarking began four years ago.