Press

More dealerships than ever provided more thoughtful and thorough personal responses to inquiries on their websites, according to a new study from Pied Piper.

The study, released this month,ranks dealerships on a 100-point scale based on how they responded to mystery-customer inquiries on their websites within 24 hours. The industry average score rose to 62, the highest since Pied Piper started tracking responses in 2011.

Many dealerships implemented digital strategies to increase online effectiveness during the COVID-19 pandemic, Pied Piper CEO Fran O'Hagan told Automotive News. While car sales are primarily still in-person, these digital strategies are improving customer satisfaction, he said.