CADILLAC DEALERS RANKED HIGHEST IN AUTO INDUSTRY STUDY MEASURING RESPONSIVENESS TO WEBSITE CUSTOMER INQUIRIES
Industrywide use of texting continues to grow: 61% of web customers received a response by text
March 2023
Monterey, California – March 6, 2023 – General Motors’ Cadillac dealerships were ranked highest according to the 2023 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to Internet leads coming though dealership websites. Following Cadillac were Infiniti, Volkswagen, Subaru, Toyota and Volvo. “Auto dealers industrywide were quicker on average to respond to their website customers this year,” said Fran ...
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WardsAuto
Study Links Car Sales Success to Digital Due Diligence
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September 2022
Major car dealership groups tout their digital retailing processes and prowess, but many of them rank only so-so in a Pied Piper mystery shopping survey. The consultancy's Internet Lead Effectiveness Study primarily measures how quickly megadealer stores respond to a specific question sent through their websites. Auto-responding didn't count. Of the major groups, Penske Automotive, Berkshire Hathaway Automotive and Asbury Automotive Group score ...
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Automotive News
Study: Large dealership groups pulling ahead in web responsiveness
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September 2022
The nation's largest dealer groups are pulling ahead of the pack in online customer service, a report out Monday from retail service tracker Pied Piper found. Pied Piper used 20 best-practice behaviors to measure the internet lead effectiveness of 15 of the nation's largest dealership groups. These include speed and quality categories, making up 25 percent and 75 percent of a group's score, respectively. The firm evaluated every dealership in ...
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Press Release: NAPLETON AUTO GROUP RANKED HIGHEST AMONG NATIONAL DEALER GOUPS AS MOST RESPONSIVE TO WEBSITE CUSTOMER INQUIRIES
Top Fifteen Auto Dealer Groups Measured: Penske Automotive Group and Berkshire Hathaway Automotive ranked second and third
September 2022
Monterey, California – September 12, 2022 – Napleton Auto Group was ranked highest among fifteen national dealer groups evaluated in the 2022 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to Internet leads coming though dealership websites. Ranked second and third were Penske Automotive Group and Berkshire Hathaway Automotive. Pied Piper has been measuring and ranking ILE performance annually for all ...
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Green Car Reports
Study: EV startup brands aren't doing well in connecting with prospective customers
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August 2022
Startup EV brands Tesla, Lucid, Rivian, and Polestar have touted desirable products and a direct-sales business model that avoids dealership hassles. But they may not be connecting as well with prospective customers as traditional luxury brands, according to a recent study from consultancy Pied Piper. In a ranking of 25 brands, Rivian came in last place, with Polestar and Lucid just ahead. Tesla was ranked 21st. Established luxury brands ...
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Kelley Blue Book
Secret Shoppers: Traditional Dealers Better at Selling EVs
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July 2022
Traditional automakers who sell both electric vehicles (EVs) and gasoline-powered cars provide a better shopping experience than EV-only startups, according to a new study. Pied Piper Management Company is a research firm that uses secret shoppers to evaluate customer satisfaction at car dealerships. The company inquired about 1,657 luxury cars online between July 2021 and June 2022 for its annual Prospect Satisfaction Index study. It followed ...
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InsideEVs
EV-Only Brands Lag Behind Rival Brands' Customer Service: Survey
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July 2022
A recent survey by Pied Piper - a retail service tracking company - suggests that electric-exclusive automakers are lagging behind rival premium brands when it comes to customers' overall experience. The Pied Piper Prospect Satisfaction Index (PVI) takes into account 70 "best-practice behaviors" to get a handle on the retail service performance of automotive brands. According to Pied Piper, 60 percent of a brand's score comes from categories ...
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Car & Driver
Electric-Car Companies Are Less Responsive to Customer Questions: Survey
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July 2022
Electric-vehicle advocates and early adopters have long maintained the experience of learning about EVs, shopping for them, and buying them is better at those few brands that sell directly to buyers—Tesla foremost, now also Lucid and Rivian—than at conventional third-party franchised dealers of the sort used by Toyota, GM, Honda, Ford, and other established carmakers. Now a study from the research firm Pied Piper appears to turn that ...
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Automotive News
EV manufacturers rank behind other premium brands in customer service, survey finds
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July 2022
Electric vehicle-only automakers are trailing other premium brands in shopping experience satisfaction, a report out Monday from retail service tracker Pied Piper found. The Pied Piper Prospect Satisfaction Index, or PSI, uses about 70 best-practice behaviors to measure retail service performance of automakers. These include in-person and Web-response categories, making up 60 percent and 40 percent of a brand's score, respectively, and included ...
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Wards Auto
Cadillac Scores High, Startups Rank Low in Helping Customers
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July 2022
Post-pandemic inventory issues still make it a sellers market... but for how long? Many dealers have been developing bad habits due to the lack of new units... why bother responding to an Internet lead when the lead time is going to be six months or longer, right? WRONG! How effective and customer-helpful are the sales processes of startup electric-vehicle luxury brands compared with those of traditional premium brands? Not so good, according ...
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