Automotive News – Daily Drive Podcast
AI vs. humans on dealership service calls
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July 2025
Pied Piper CEO Fran O'Hagan talks about how well artificial intelligence is doing compared to humans when answering service appointment calls. Read More >
Car Dealership Guy
Dealers are cutting customer hold times and booking more service appointments — study
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July 2025
Group 1 Automotive tops Pied Piper’s 2025 service appointment rankings—with eight out of 10 dealer groups analyzed improving their average Service Telephone Effectiveness (STE) scores from last year. The details: The STE scores were compiled from service calls submitted to 2,105 dealerships representing 26 of the largest U.S. auto dealer groups and 200 independent service centers. Group 1 Automotive scored a 76 on a scale of 0 – 100 for service ... Read More >
Auto Remarketing
Group 1 tops annual Pied Piper Service Telephone Effectiveness Study, as some stores lean into AI tools
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July 2025
Group 1 Automotive is successful at more than just retailing cars nowadays. Its service department has made significant improvements, too. The publicly traded dealership organization ranked highest in Pied Piper’s 2025 PSI Service Telephone Effectiveness (STE) Auto Dealer Group Study, which measured efficiency and quality when attempting to schedule service appointments by telephone. According to a news release, following Group 1 in the overall ... Read More >
Automotive News
AI often beats humans in service call quality, but challenges remain, Pied Piper study says
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July 2025
Across dealerships, the effectiveness of service calls is improving — increasingly with the help of artificial intelligence. The 2025 Pied Piper Auto Dealer Group Service Telephone Effectiveness Study showed improvements across a majority of dealerships. Industrywide, average telephone service performance was up six points since 2023 with an average score of 64 this year. It was 60 in 2024. The study also looked at how dealerships are using AI ... Read More >
Press Release: GROUP 1 TOPS PIED PIPER'S 2025 SERVICE APPOINTMENT RANKINGS; INDUSTRYWIDE A.I. OFTEN BEATS HUMAN STAFF
July 2025
2025 Service Telephone Effectiveness® (STE®) Study shows that 8 out of 10 dealer groups improved their average STE scores from last year A.I. now rivals — and often surpasses — human agents in service call quality, but challenges remain 51% of independent service centers outperformed dealers — and booked appointments three days sooner Monterey, California, USA – June 7, 2025 – Group 1 Automotive dealerships ranked highest in Pied Piper’s 2025 ... Read More >
Press Release: A.I. RETAIL INSIGHTS, SPOKEN AND ON-DEMAND, FROM PIED PIPER
July 2025
90-second A.I. audio summary of performance and benchmarks, delivered by text message “Piper Answers™:” interactive A.I. chat for personalized, actionable guidance Monterey, California, USA — July 3, 2025 — Pied Piper Management Company, LLC, a leader in data-driven retail performance measurement, today unveiled a transformative innovation: artificial intelligence-powered insights delivered directly to clients’ phones—providing concise, ... Read More >
Dealernews
MISSED OPPORTUNITIES ABOUND, AGAIN! BMW Dealers Dialing For Dollars, No Cell Service For Other OEMs
July 2025
Can you hear me know? At a time when service work is more critical than ever to keeping the lights on in many dealerships are disconnected, according to the 2025 Pied Piper PSI Service Telephone Effectiveness (STE) Powersports Industry Study. The biggest finding of the annual survey is that 50% of incoming calls for service work were dropped! This is not bad cell service, this is poor sell service, quips Pied Piper President and CEO Fran O’Hagan. ... Read More >
MPN Motorcycle Powersports News
BMW Motorrad Dealers Top-Ranked in 2025 in Powersports Study
June 2025
BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI Service Telephone Effectiveness (STE) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone ... Read More >
Powersports Business
BMW dealers rank No. 1 in PSI study measuring service appointments
June 2025
BMW Motorrad dealerships had the highest score on Pied Piper's 2025 PSI Service Telephone Effectiveness (STE) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road, and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands and evaluated the telephone ... Read More >
Press Release: BMW MOTORRAD DEALERS TOP-RANKED IN 2025 POWERSPORTS STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Missed Opportunities: Industrywide half of all customer calls ended without a service appointment date and time being offered, and 4 in 10 customers were told to "just drop it off" despite a typical one-week service availability backlog
BMW, consistency in difficult times: While the industry faces tough conditions, BMW maintained consistently high performance three years in a row
June 2025
MONTEREY, CALIFORNIA, USA – June 2, 2025 – BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI® Service Telephone Effectiveness® (STE®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 ... Read More >
