Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press - Dealership Facility Audits (Page 4)
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Automotive News March 2016
Providing additional information for vehicles of interest and being well above the industry for answering questions from consumers online helped Porsche replace Lexus in the top spot in a dealership study released today. Lexus ranked second in this year’s study after taking the top spot in 2014 and 2015. Ford, the top scoring non-luxury brand in 2016, has also performed above the industry average for the past three years. The sixth annual Pied Piper Prospect Satisfaction Index Internet Lead ... Read More >
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Press Release: PORSCHE TOP RANKED; BMW AND MINI MOST IMPROVED FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES, REPORTS PIED PIPER PSI® March 2016
Industry average performance shows no improvement over three years Half of customers received response within 30 minutes; but every 11th customer received no response within 24 hours Monterey, California – March 7, 2016 – Porsche dealerships ranked highest in the 2016 Pied Piper PSI® Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured how auto dealerships responded to customer inquiries received over the internet. BMW and MINI dealerships were the most improved brands ... Read More >
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DUCATI MOTORCYCLE DEALERS REPEAT AS HIGHEST RANKED BY 2015 PIED PIPER PROSPECT SATISFACTION INDEX® (PSI®) May 2015
MONTEREY, CALIFORNIA – May 4, 2015 –Ducati dealerships repeated as the top ranked brand in the newly released 2015 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study. The study measured dealership treatment of motorcycle shoppers, with rankings by brand determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. 2015 marked the ninth consecutive year that Ducati and ... Read More >
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Automotive World March 2015
The Internet offers dealers a chance to shine in terms of customer service, but not everyone is using the platform as they could. Responding quickly and efficiently to online questions from customers can do much to improve brand perception; getting it wrong could cause serious setbacks. The Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness Benchmarking Study measures the responsiveness of US dealerships representing all major brands, gathering data through ‘mystery shopping' to ... Read More >
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Wards Auto March 2015
Lexus dealerships respond best to customer Internet inquiries, even though Toyota's luxury brand shows imperfections here and there. That's according to consultancy Pied Piper's annual by-brand mystery-shopping study for its Internet Lead Effectiveness Index. Lexus ranks first with a score of 70 (out of a possible 100), followed by Porsche at 65, Fiat at 62, Dodge and Infiniti both at 61 and Acura, Honda Jaguar and Toyota at 60. Low scorers include GMC and Scion (49), Hyundai (50) and Volvo and ... Read More >
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Automotive News March 2015
Infiniti, Mini and Mitsubishi dealerships had the industry's biggest improvements in responsiveness to customer inquiries on the Internet, while Lexus stores led the way for the second consecutive year, according to a newly released study. Buick, Land Rover and Volvo had the largest drops in performance. The fifth annual Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness Benchmarking Study measured the responsiveness of 13,637 dealerships representing all major brands between ... Read More >
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Press Release: LEXUS IMPROVES TOP RANKING FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES, REPORTS PIED PIPER PSI® March 2015
• Industrywide every 12th customer received no response of any type • Less than half of customers received answer to question within 24 hours MONTEREY, CALIFORNIA – March 9, 2015 – Lexus dealerships improved their top ranking in the 2015 Pied Piper Prospect Satisfaction Index® (PSI®) Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured auto dealership responsiveness to customer inquiries received over the internet. Study rankings by brand were determined by the ... Read More >
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DUCATI MOTORCYCLE DEALERS RANKED HIGHEST BY 2014 PIED PIPER PSI® May 2014
Monterey, California – May 5, 2014 –Ducati dealerships returned to the top rank in the newly released 2014 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study. The last time Ducati dealerships were top-ranked was 2009. The study measured dealership treatment of motorcycle shoppers, with rankings by brand determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. ... Read More >
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Wards Auto March 2014
March 2014 In a perfect world, every dealership would act on every Internet lead, responding quickly and following all the right steps leading to a sale. Some individual dealers currently do all that all the time, and their high Internet-related sales serve as evidence. But when it comes to groups of dealers representing particular auto brands, it's an imperfect world, according to a Pied Piper annual mystery-shopping study measuring dealership responsiveness to customer online inquiries. At the ... Read More >
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Automotive News March 2014
March 2014 LOS ANGELES -- Automakers whose dealers respond quickly to Internet leads with a personalized contact have tended to gain market share over those who treat those leads more casually with auto-response emails or salesman form letters. The 2014 Pied Piper's Internet Lead Effectiveness Benchmarking Study, found that although the industry-average performance was unchanged over last year, 21 of 33 brands improved their responsiveness. But only two brands, Lexus and Subaru, have remained in ... 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
