Press - Page 3
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Press Release: NAPLETON AUTO GROUP IMPROVES TOP RANKING AMONG NATIONAL DEALER GROUPS AS MOST RESPONSIVE TO WEBSITE CUSTOMER INQUIRIES September 2023
Monterey, California – September 18, 2023 – Napleton Auto Group was ranked highest among seventeen national dealer groups evaluated in the 2023 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to internet leads coming though dealership websites. Napleton improved their performance from last year, when they were also ranked first. Tied for second were Penske Automotive Group and Herb Chambers Auto Group. Compared to typical auto industry performance, ... Read More >
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DEALERNEWS August 2023
How much does your service department deliver to the bottom line? What kept the lights on when supply chain SNAFUs stifled unit sales? Booking service work has never been more important to dealers than the past 24 months and yet 11% of all customer calls looking to book service work were lost, according to the latest study from Pied Piper. Read More >
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Motorcycle Powersports News July 2023
Harley-Davidson was ranked first of 26 powersports brands by Pied Piper’s 2023 PSI Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. “Powersports customers soon decide whether their service experience is a reason to keep their product or get rid of it,” said ... Read More >
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Powersports Business July 2023
Pied Piper has shared the results of its Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer's objective to quickly and easily set up a service appointment. Harley-Davidson was ranked first of 26 powersports brands. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. "Powersports customers soon decide whether their service experience is a reason to keep their product or get rid ... Read More >
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Press Release: HARLEY-DAVIDSON DEALERS RANKED FIRST FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS July 2023
Monterey, California – July 10, 2023 – Harley-Davidson was ranked first of 26 powersports brands by Pied Piper’s 2023 PSI® Service Telephone Effectiveness™ (STE™) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. “Powersports customers soon decide whether their service experience is a reason to ... Read More >
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Automotive News July 2023
When a customer calls to make a service appointment at a Group 1 Automotive dealership, there's a roughly 95 percent chance their call will be answered within 20 seconds and only a 2 percent chance the call will go unanswered. Stats like that explain why the nearly 150 participating Group 1 stores ranked first in handling service appointment calls in a study by Pied Piper Management Co. from January to May. The study relied on "mystery shoppers" who posed as customers while calling 1,739 stores ... Read More >
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Automotive News July 2023
A fair number of fixed ops departments nationwide turn away customers every day by failing to do something very simple and elemental: efficiently handle phone calls and book service appointments. In fact, according to a survey performed by Pied Piper Management Co., an average of 1 out of every 9 "secret shoppers" — or around 11 percent — who called 1,739 auto dealerships hung up without booking an appointment. Those stores were owned by 17 of the largest dealership groups in the U.S. The big ... Read More >
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Automotive News July 2023
Pied Piper has been able to add some data science to its service telephone effectiveness dealership survey, giving dealerships for the first time an idea how well they are handling customer service calls. Read More >
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CarScoops.com June 2023
We've all heard some horror stories about dealers performing lousy repair and maintenance work on cars, and also some testimonials from customers whose dealers go the extra mile. But that service experience starts long before your car reaches the workshop. First, you've got to book your car in for a shop visit, and a new study reveals which dealer groups handle that best, and which need to up their game. Group 1 Automotive came out top, but if you're thinking of calling Napleton Automotive ... Read More >
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Wards Auto June 2023
Group 1 Automotive tops a new survey on how well America's largest dealership groups handle customer phone calls to their service departments, Consultancy Pied Piper's inaugural Service Telephone Effectiveness Study focused on how quickly and efficiently service departments handle calls for service appointments (see chart below story). Following Houston-based Group 1, Dallas-based Berkshire Hathaway Automotive and Salt Lake City-based Ken Garff Automotive Group ranked No.2 and No.3 ... Read More >
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