Press - Customer Loyalty (Page 4)
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Motorcycle Product News October 2017
Fran O’Hagan of Pied Piper says they have been publishing “In-Dealership” PSI studies for the motorcycle industry more than 10 years, but 2017 is only the second year for PSI-ILE (Internet Lead Effectiveness) for the motorcycle industry, where they measure dealer response to customer inquiries to a dealer’s website. He says this part of the business is a BIG DEAL, and becoming bigger every day, but it’s a challenge to get right. Dealers say that today between 20% and 40% of their new customers ... Read More >
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Powersports Business September 2017
The good news? A recent study shows that U.S. motorcycle dealerships responded to customer web inquiries within 24 hours 91 percent of the time in 2017. Back in 2013 that same measurement was 72 percent of the time, and in 2008 it was only 30 percent of the time. However, less good news is the fact that about half of the time, today’s motorcycle customers receive only an automated response acknowledging their inquiry, and then receive no further contact from the dealership. For the past 10 ... Read More >
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Wards Auto July 2017
Successful car salespeople regularly follow established sales processes, says Fran O’Hagan, president and CEO of Pied Piper Management, a consulting firm that mystery shops dealerships to determine showroom effectiveness. Dealers themselves, not automakers, should establish those processes. And it shouldn’t be optional for staffers to follow them or not, he says. For the second year, Nissan’s Infiniti brand dealerships ranked highest in the 2017 Pied Piper Prospect Satisfaction Index. It ... Read More >
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Automotive News July 2017
Infiniti secured the top spot in a study on prospect satisfaction with dealerships for the second consecutive year. The study, released Monday, measures how effectively each brand’s dealerships sell when car shoppers visit the stores. The 2017 Pied Piper Prospect Satisfaction Index is based on how dealerships treated mystery shoppers who visited 5,289 stores in the U.S. between July 2016 and June 2017. The study is conducted by Pied Piper Management Co. Infiniti, with a score of 114, was ... Read More >
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Powersports Business May 2017
Prospect Satisfaction Index reveals in-dealership treatment of U.S. motorcycle shoppers BMW motorcycle dealerships were the top ranked brand in the newly released 2017 Pied Piper Prospect Satisfaction Index U.S. Motorcycle Industry Benchmarking Study. The study measured treatment of motorcycle shoppers who visited a dealership, with rankings by brand determined by the Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. Harley-Davidson ... Read More >
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Motorcycle Product News May 2017
BMW motorcycle dealerships were the top ranked brand in the newly released 2017 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study. The study measured treatment of motorcycle shoppers who visited a dealership, with rankings by brand determined by the Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. Harley-Davidson dealers were ranked second, while Polaris Industries’ Indian brand and Audi AG’s Ducati ... Read More >
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Dealernews May 2017
MONTEREY, CA – BMW Motorrad dealerships are tops among mystery shoppers in Pied Piper’s 2017 Prospect Satisfaction Index survey. Harley-Davidson Dealers were ranked second on the 2017 report, and Indian Motorcycle and Ducati tied for third. The annual study measures treatment of shoppers who visit a dealership. The researchers tie scoring results with a brand’s sales success. Performance for the 2017 ranking varied considerably from brand to brand, the research organization stated. Dealers ... Read More >
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Ultimate Motorcycling May 2017
The Pied Piper Management Company LLC released today the results from its annual industry bench-marking study that measures how effectively U.S. motorcycle dealerships transition a shopper into a customer. The study—in its 11th-straight year—measures the treatment of shoppers who visit the dealerships, tying in mystery shoppers and dealership sales success. BMW motorcycle dealerships claimed first place in the 2017 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry ... Read More >
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Wards Auto March 2017
Before Porsche gets up and accepts an award for the auto brand with the most Internet-effective dealerships, here’s a qualifier: It could have done better. So could virtually all the brands on the Pied Piper’s annual Internet Lead Effectiveness Benchmarking Study, says Fran O’Hagan, the consultancy’s president and CEO. The company measures and indexes how dealerships by brand respond to mystery shopping inquiries received through a store’s website. The industry average performance has been ... Read More >
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Automotive News March 2017
Porsche dealerships earned the top spot in Pied Piper's annual online lead-responsiveness study for the second year in a row, despite scoring three points lower than last year. The auto industry's overall performance for effective lead response has not improved in five years. Porsche dealerships earned the top spot in an online lead-responsiveness study for the second year in a row, despite scoring three points lower than last year, Pied Piper Management Co. said today. The auto industry’s ... Read More >
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