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 3)
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Press Release: MERCEDES-BENZ, INFINITI AND LEXUS DEALERS RANKED HIGHEST BY 2013 PIED PIPER PSI® July 2013
MONTEREY, CALIFORNIA – July 8, 2013 – Mercedes-Benz dealerships ranked highest in the newly released 2013 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured dealership treatment of car-shoppers. 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 and Lexus dealerships, the luxury brands from Nissan and Toyota ... Read More >
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NBC News July 2012
It's one of the most bitter battles in the American automotive marketplace, and it pits two of Germany's luxury automakers in a grab for the brass ring. But this year, Mercedes-Benz is betting it can topple rival BMW to become the best-selling luxury automotive brand in the world's largest high-end market. The maker has been staging a series of meetings with dealers across the country aimed at improving customer handling. Dealers, in turn, have spent about $1.5 billion to upgrade more than 90 ... Read More >
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The Detroit Bureau July 2012
Mercedes-Benz dealers are most likely to deliver customers the sort of shopping experience they want – and then close the deal, according to a new study. Asian luxury dealers were close behind, along with Jaguar and Cadillac, according to the latest Pied Piper Prospect Satisfaction Index which uses so-called “mystery shoppers” to measure the way potential car buyers are treated. The study looks at 60 different sales activities, from the simple act of greeting a customer when they walk into the ... Read More >
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Automotive News First Shift July 2012
Mercedes-Benz dealerships ranked highest in a study that looked how auto dealers treat customers. Pied Piper's annual study sends thousands of secret shoppers to stores across the U.S. and measures how salespeople perform. Read More >
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Press Release: MERCEDES-BENZ DEALERS TOP RANKED BY 2012 PIED PIPER PROSPECT SATISFACTION INDEX® July 2012
MONTEREY, CALIFORNIA – July 9, 2012 –Mercedes-Benz dealerships ranked highest in the newly released 2012 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured dealership treatment of car-shoppers. 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. Acura, Infiniti and Lexus dealerships, the luxury brands from Honda, Nissan and ... Read More >
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Automotive News July 2012
Some vehicle brands that score high in customer satisfaction surveys do less well when the effectiveness of dealership salespeople is measured, according to a California consultant. Mystery shopping consultant Pied Piper of Monterey, Calif., sent 4,419 shoppers to dealerships nationwide, from July 2011 to June 2012, to measure salespeople's effectiveness in selling cars on the showroom floor. Mercedes-Benz ranked first in the survey and led all brands in 10 of the 60 sales activities measured in ... Read More >
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Car Connection July 2012
There are a lot of ways to measure customer satisfaction. J.D. Power talks to recent buyers. Polk looks at sales stats and customer retention. But the folks at Pied Piper do it the old-fashioned way: with secret shoppers. Between July 2011 and June 2012, Pied Piper hired 4,419 secret shoppers to visit dealerships across the U.S. The shoppers scored each sales pitch on 60 different criteria: were they offered a brochure? Were they given a walkaround demo of the vehicle? Did the salesperson ... Read More >
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Media Post Marketing July 2012
Mercedes-Benz is still topping out in the U.S. when it comes to how its dealers treat shoppers. The Montvale, N.J.-based automaker, which was in the top five of the J.D. Power & Associates dealership experience survey last year behind Lexus and Cadillac, takes the top position in the latest Pied Piper Prospect Satisfaction Index (PSI). The PSI is a mystery shopper-based study that the firm conducted between July last year and June this year, using 4,419 hired anonymous people to shop at ... Read More >
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Forbes July 2012
This is a good news/bad news, glass is half empty/half full type of situation. On the one hand, dealing with unscrupulous car dealers remains among the top consumer complaints, on the other hand a recent study reports that dealers are treating today's car shoppers better than ever on the showroom floor. Especially if they're interested in buying a luxury-branded model. Mercedes-Benz dealers can boast having the most satisfied shoppers in the auto industry according to the 2012 Prospect ... Read More >
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Dealerelite.net January 2012
There are studies that show facilities actually have little to do with whether a customer buys a vehicle from a dealership. One such study is Pied Piper Management LLC's annual Prospect Satisfaction Index, which sends anywhere from 3,500 to 4,000 mystery shoppers into dealerships each year to determine what's most important to customers. And yes, the facility ranks low on importance. In fact, it's the dealership's people that are the most important. Says Fran O'Hagan, Pied Piper's founder, "The ... Read More >
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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
