Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press - Car Buyers (Page 2)
 |
Mini, Lexus, BMW stores most-improved in responding to potential buyers July 2015
Mini, Lexus and BMW dealerships achieved the industry's biggest improvements in building rapport with potential buyers, while Mercedes-Benz stores led the way for a seventh-consecutive year, according to a newly released study. Volvo, Smart, Jaguar and Cadillac had the largest drops in performance. The ninth-annual Pied Piper Prospect Satisfaction Index U.S. Auto Industry Benchmarking Study measured the responsiveness of 6,370 dealerships of all major brands across the U.S. to its potential ... Read More >
|
|
|
|
 |
MERCEDES-BENZ DEALERS RANKED HIGHEST BY 2015 PIED PIPER PSI® --MINI, BMW, LEXUS MOST IMPROVED-- July 2015
MONTEREY, CALIFORNIA – July 6, 2015 – For the seventh consecutive year, Mercedes-Benz dealerships ranked highest in the newly released 2015 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured treatment of car-shoppers who visited 6,370 dealerships throughout the country. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. Infiniti ... Read More >
|
|
|
|
 |
Wards Auto July 2014
I ask Fran O'Hagan for a point of clarification after he says he would have been impressed if his consulting firm's study showed Tesla dealerships were consistent “regardless of whether I believe they're doing the right thing.” Wait? Does that mean he might think it is wrong for Tesla to bypass the traditional franchised dealership system and instead run its own stores? A lot of state dealer associations think it's wrong. They cite various state franchise laws as they fight the legality of ... Read More >
|
|
|
|
 |
The Detroit Bureau July 2014
For many – perhaps most – motorists, buying a car is a process only slightly less painful than having a root canal. Yet some dealers do a markedly better job not only keeping potential customers satisfied but also making sure they close the deal. Who's doing the best job is the subject of a new study that puts Mercedes-Benz at the top of the list, and battery-car start-up Tesla way down at the bottom. It's the first time Tesla has been included in the annual Pied Piper Prospect Satisfaction ... Read More >
|
|
|
|
 |
MERCEDES-BENZ DEALERS RANKED HIGHEST BY 2014 PIED PIPER PSI® July 2014
MONTEREY, CALIFORNIA – July 7, 2014 – Mercedes-Benz dealerships ranked highest in the newly released 2014 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured treatment of car-shoppers who visited 5,671 dealerships throughout the country. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. For the second consecutive year, Infiniti ... Read More >
|
|
|
|
 |
Wards Auto August 2013
Ask car shoppers how a dealership salesperson should act, and they'll tell you this and that. Trouble is, they might not really know what makes for good salesmanship. Henry Ford said if he had asked his original customers what they wanted, they would have requested a faster horse. “The same could be said of asking people about their car-buying experience,” says Fran O'Hagan, CEO of Pied Piper Management. His consultancy recently completed its seventh-annual prospect-satisfaction index. It uses ... Read More >
|
|
|
|
 |
Washington Post July 2013
Mercedes-Benz, Infiniti, and Lexus dealerships treat car shoppers the best, while at least some Scion and Mitsubishi dealerships have a lot to work on. These results are some of the top-level findings of the new 2013 Prospect Satisfaction Index (PSI), from the California sales and service consulting firm Pied Piper. This is the seventh consecutive year that Pied Piper has conducted the PSI studies, and for 2013 it's reset the industry-average score to 100. That leaves an industry low of 88 and ... Read More >
|
|
|
|
 |
The Car Connection July 2013
Mercedes-Benz, Infiniti, and Lexus dealerships treat car shoppers the best, while at least some Scion and Mitsubishi dealerships have a lot to work on. These results are some of the top-level findings of the new 2013 Prospect Satisfaction Index (PSI), from the California sales and service consulting firm Pied Piper. This is the seventh consecutive year that Pied Piper has conducted the PSI studies, and for 2013 it's reset the industry-average score to 100. That leaves an industry low of 88 and ... Read More >
|
|
|
|
 |
The Detroit Bureau July 2013
Showroom policies likely to close – or lose – deals. When she began looking for a new car, Chris Anderson had her heart set on a midsize Ford sedan. But in the end, she wound up buying from the Detroit maker's cross-town rival General Motors. It wasn't that she liked her new car better. It was the dealer she liked – or more precisely, the Ford dealer she didn't want to buy from. And the Detroit saleswoman is not alone. What happens when a customer walks into the showroom can have a big impact on ... Read More >
|
|
|
|
 |
Automotive News July 2013
LOS ANGELES -- A study of car dealership sales techniques shows that luxury brands often are the most effective deal-closers and also are best at making customers happy. Among mass-market brands, Hyundai, Kia, Ford and Toyota were the leaders. Among all brands, Mercedes-Benz dealers finished atop the 11-month mystery shopping study by Pied Piper Management Co. of Monterey, Calif. Infiniti finished second, while last year's winner, Lexus, finished third. Using 5,203 mystery shoppers, Pied Piper ... Read More >
|
|
|
|
What others are Saying:
"We’ve built a process at our 19 dealerships and 35 brands around Pied Piper’s mystery shop results. Bottom line? It works. We are very pleased not only with the improvements Pied Piper has helped us make, but also the great support provided."
Group VP ~ 5-Year PPMC Client
