Press Release: PIED PIPER WELCOMES ERIC O'HAGAN AS DIRECTOR, AI/ML INNOVATION & INTEGRATION
December 2024
MONTEREY, CALIFORNIA – December 2, 2024 – Pied Piper Management Company LLC, a leading provider of retail best practice measurement and reporting for the auto industry and other motor vehicle industries, is pleased to announce the appointment of Eric O’Hagan as Director, AI/ML Innovation & Integration, effective January 2, 2025. Pied Piper continues to expand its embrace of cutting-edge artificial intelligence (AI) and machine learning (ML) ...
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Powersports Business
Sea-Doo dealers rank highest in 2024 Boat Industry Study
October 2024
Telephone Lead Effectiveness (TLE) measures what happens when a sales customer interested in purchasing a product phones a dealership. How effectively does the dealership answer the call, provide the help the customer desires, and encourage the customer to visit the dealership and become a buyer? To complete the study, Pied Piper anonymously phoned 802 dealerships between March 2024 and September 2024 at locations representing the seventeen ...
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Boating Industry
Sea-Doo dealers rank highest in 2024 Pied Piper study
October 2024
BRP Inc’s Sea-Doo dealerships were ranked highest according to the 2024 Pied Piper PSI Telephone Lead Effectiveness (TLE) Study, which measured responsiveness to sales customers who phoned boat dealerships interested in purchasing a pontoon boat. Following Sea-Doo were dealerships selling Polaris Inc’s Bennington, Avalon & Tahoe Manufacturing’s Avalon, and Brunswick Corporation’s Harris. For more than fifteen years Pied Piper has provided ...
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Press Release: BRP'S SEA-DOO DEALERS RANKED HIGHEST IN 2024 BOAT INDUSTRY STUDY MEASURING RESPONSE TO SALES CUSTOMER CALLS
Boat industry's first measurement & ranking by Pied Piper's Telephone Lead EffectivenessTM
October 2024
Monterey, California – October 28, 2024 – BRP Inc’s Sea-Doo dealerships were ranked highest according to the 2024 Pied Piper PSI® Telephone Lead Effectiveness™ (TLE™) Study, which measured responsiveness to sales customers who phoned boat dealerships interested in purchasing a pontoon boat. Following Sea-Doo were dealerships selling Polaris Inc’s Bennington, Avalon & Tahoe Manufacturing’s Avalon, and Brunswick Corporation’s Harris. ...
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Wards Auto
Answering the Call for Service - Pied Piper study shows quick telephone engagement boosts loyalty
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September 2024
Each of Napleton Automotive Group’s 50 dealerships has a unique number to schedule a service appointment. Last year, it began routing those calls through its centralized business development center (BDC). Technology alerts the BDC specialist to which store the customer is trying to reach but any specialist can answer a call for any store, creating a seamless customer experience. It had another important result, as well. “It reduced the time to ...
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Used Car News
Pied Piper Ranks Dealer Service Telephone Effectiveness
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September 2024
Serra Automotive was ranked first out of 20 auto dealer groups in Pied Piper’s 2024 PSI Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following Serra Automotive in the rankings were Napleton Automotive Group, Berkshire Hathaway Automotive and Group 1 Automotive. “Successful service departments ...
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Auto Remarketing
Serra, Napleton take giant steps forward in responses to service appointment calls
September 2024
The results of Pied Piper’s 2024 PSI Service Telephone Effectiveness Study bear little resemblance to those of last year. At the top of the new list, which ranked 20 dealer groups by their efficiency and quality of service telephone calls in quickly and easily setting up a service appointment from the customer’s perspective, is Serra Automotive, with an STE score of 68 on a 100-point scale. In the 2023 study, Serra ranked in the middle of the ...
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Automotive News
Dealership service departments improve phone call handling but issues remain, study finds
September 2024
Napleton Automotive Group was honored by performance measurement firm Pied Piper Management Co. three years running for having the fastest and best response times on Internet sales leads. But Brian Napleton, the group's director of operations, was disappointed last year to finish last out of 17 large dealership groups in Pied Piper's Service Telephone Effectiveness study. Napleton said the group "felt we did a very good job handling service ...
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Press Release: SERRA AUTOMOTIVE RANKED FIRST IN 2024 DEALER GROUP STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Most Improved: Napleton Automotive Group Improved Ranking from Last to Second with 14-point Gain Over 2023 Pied Piper Study Results
September 2024
Monterey, California – September 9, 2024 – Serra Automotive was ranked first out of 20 auto dealer groups in Pied Piper’s 2024 PSI® Service Telephone Effectiveness® (STE®) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following Serra Automotive in the rankings were Napleton Automotive Group, Berkshire Hathaway Automotive and Group 1 ...
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Automotive News Daily Drive Podcast
Pied Piper CEO Fran O'Hagan discusses the 2024 Dealer Group Service Telephone Effectiveness(R) Study results with Automotive News
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August 2024
We in the auto industry have been fixated on measuring service customer satisfaction. We've measured it all kinds of ways for decades, but if truth be told what we really care about is loyalty, and we've been using customer satisfaction as a proxy to measure loyalty. If you think about it what we really care about is what customers do rather than what customers say. You may say you're satisfied but really what I'm interested in is are you going ...
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