Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press - Internet Lead Response (Page 9)
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Automotive News March 2013
LOS ANGELES – Car dealerships are doing better at responding to Internet leads, but the quality of the responses still leaves something to be desired, according to a new study. Mystery-shopping consultant Pied Piper Management Co. found that most of the 11,353 dealerships it submitted Internet inquires to in the past year now use customer relationship management software. And although the software usually automatically responds immediately to an e-mail inquiry, what happens after can make all ... Read More >
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Automotive News March 2012
LOS ANGELES – Internet leads are crucial to every dealership's sales success, but a new study shows that most dealerships still drop the ball when contacted on-line by shoppers. The survey was conducted by mystery shopping consultant Pied Piper of Monterey, Calif. The consultancy submitted internet inquiries to 4,331 dealerships nationwide representing all major brands. The inquiries included specific questions to verify whether the answer was from a person or an automated responder. The most ... Read More >
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Automotive News First Shift March 2012
Lexus, Infiniti and Acura ranked highest in Pied Piper's annual study to measure dealership responsiveness to buyers' questions over the internet. Read More >
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Ward's Auto March 2012
Japanese luxury-brand U.S. dealerships rank best in fielding customer Internet inquiries, according to the latest results of an annual study by consulting firm Pied Piper Management. Toyota's Lexus and Nissan's Infiniti tie for first place with 62% online-lead effectiveness, followed by Honda's Acura with 59%. In contrast, two other Japanese nameplates score the worst, Toyota's Scion with 39% effectiveness and Suzuki, dead last with 23%. Ford and Chrysler brands showed the most improvement from ... Read More >
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Press Release: 2012 Pied Piper PSI® Internet Lead Effectiveness™(ILE™) Benchmarking Study (U.S.A) March 2012
• Industry-wide improvement from previous year led by Ford and Chrysler • However, 22% of customer internet inquiries remain unanswered after 24 hours Monterey, California – March 12, 2012 – Lexus, Infiniti and Acura dealerships ranked highest in the 2012 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 ... Read More >
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Wards Dealer Business August 2011
Mystery shoppers gauge things that are important to making a sale, but not necessarily of interest to customers at the particular time. “A customer in a dealership is thinking about price and trade value, not whether the salesperson addressed specific features, asked for the sale or followed the sales steps,” said Fran O'Hagan, President & CEO of Pied Piper Management Company LLC. “Those are not what the customer focuses on, but they are what sells cars.” Consumers who later fill out customer ... 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
