CBT News
Group 1 earns top marks in service customer phone calls study
June 2023
The 2023 PSI Service Telephone Effectiveness (STE) Study evaluated the effectiveness and quality of service telephone calls to help customers quickly and easily schedule a service appointment, placing Group 1 Automotive first among the seventeen largest U.S. auto dealer groups. Berkshire Hathaway Automotive and Ken Garff Automotive Group followed in the rankings. According to Fran O'Hagan, CEO of Pied Piper, "Customers who find making a service ...
Read More >
» View PDF of Article (781.7 KB) 
Auto Dealer Today Magazine
Study Ranks Groups on Service Calls
June 2023
Some big auto dealer groups don't pass the grade when it comes to service department phone calls with consumers, a new report shows. Pied Piper ranked the 17 biggest U.S. auto groups on the efficiency and quality of consumer phone calls to their service departments to schedule appointments. It ranked Group 1 Automotive tops in its performance on that measure. Berkshire Hathaway came in second, followed by Ken Garff Automotive Group in third ...
Read More >
» View PDF of Article (909 KB)
Auto Remarketing
17 largest dealer groups ranked for service appointment call effectiveness
Permalink >
June 2023
When it comes to making it easy for consumers to schedule service appointments by phone, some dealer groups, apparently, do it better than others. On Monday, Pied Piper released the results of its 2023 PSI Service Telephone Effectiveness Study, which examined the 17 largest auto dealer groups for how easily consumers can call to set up a service appointment. Topping the list was Group 1 Automotive, which had an overall Service Telephone ...
Read More >
» View PDF of Article (886.8 KB)
Press Release: HOW QUICK AND EASY IS IT TO SCHEDULE SERVICE FOR YOUR CAR? TOP AUTO DEALER GROUPS RANKED
Dealerships evaluated from customer's objective of quickly and easily setting up a service appointment
June 2023
Monterey, California – June 5, 2023 – Group 1 Automotive was ranked first of the seventeen largest U.S. auto dealer groups by the 2023 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 Group 1 in the rankings were Berkshire Hathaway Automotive and Ken Garff Automotive Group. Since ...
Read More >
» View PDF of Article (746.7 KB)
WardsAuto
Cadillac Dealers First in Internet Lead Effectiveness
Permalink >
March 2023
Cadillac ranks first in the 2023 Pied Piper Internet Lead Effectiveness Study that uses mystery shoppers to measure how well dealerships respond to website customer inquiries. Following the General Motors luxury brand in the annual ranking are Infiniti, Volkswagen, Subaru, Toyota and Volvo. This is the 13th year of the study, and overall scores have improved over the years. That indicates a heightened level of how seriously dealers take the ...
Read More >
» View PDF of Article (738 KB)
Automotive News
DAILY DRIVE PODCAST: March 4, 2023
Ford to offer second EV battery type; Pied Piper CEO Fran O'Hagan
Permalink >
March 2023
A look at Pied Piper's survey on how well each brand's dealers respond to online inquiries.
Read More >
Automotive News
Cadillac, Infiniti stores top online responsiveness study
Lexus, Mazda, Kia, Lucid, Dodge and Mercedes-Benz were the only brands to fail to improve
March 2023
Cadillac stores scored highest in the annual Pied Piper PSI Internet Lead Effectiveness Study measuring speed and quality of responses to Internet customer inquiries of dealerships. Pied Piper said it submitted inquiries to 5,428 dealership websites, posing specific questions, and gave a score out of 100 based on how well each store responded over the next 24 hours. Cadillac received a score of 72 this year, an increase of seven points over ...
Read More >
» View PDF of Article (1.1 MB)
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 ...
Read More >
» View PDF of Article (1 MB)
WardsAuto
Study Links Car Sales Success to Digital Due Diligence
Permalink >
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 ...
Read More >
» View PDF of Article (3.38 MB)
Automotive News
Study: Large dealership groups pulling ahead in web responsiveness
Permalink >
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 ...
Read More >
» View PDF of Article (1.93 MB)
