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 ...
Read More >
» View PDF of Article (795.6 KB) 
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 ...
Read More >
» View PDF of Article (965.4 KB)
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
Permalink >
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 ...
Read More >
Auto Spies
Study: Acura Dealers Have The Fastest Call Service
Permalink >
July 2024
Acura was ranked first out of 34 automobile brands in Pied Piper's 2024 PSI ServiceTelephone 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 the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. "Well-run service departments focus on increasing customer loyalty, ...
Read More >
» View PDF of Article (227 KB)
Auto Remarketing
Acura dealers lead the way in study of service department phone calls
Permalink >
July 2024
When it comes to calling the service department, Acura dealers are providing the industry's best customer service. That's the conclusion of Pied Piper's 2024 PSI Service Telephone Effectiveness Study, which ranked Acura first among the 34 automobile brands analyzed for the efficiency and quality of service telephone calls from a customer's objective of quickly and easily setting up a service appointment. Acura dealers, who averaged a score of ...
Read More >
» View PDF of Article (314.9 KB)
KBB.com
Study: Acura Dealers Have The Fastest Call Service
Permalink >
July 2024
Service departments at car dealerships are not all the same. Some get you through to a human being on the phone quickly and help you set up a service appointment efficiently. Others leave you waiting in interminable hold cycles. The best experience? That goes to those who buy an Acura, a new study says. Pied Piper, a company that provides secret-shopper services to the automotive industry, conducted the study. Researchers called service ...
Read More >
» View PDF of Article (601.7 KB)
Automotive News
Study looks at how well dealerships answer service department telephone calls
July 2024
Endless ringing or getting stuck on hold happens to one out of seven dealership service customers who try to schedule an appointment, according to new Pied Piper research. In a first-of-its-kind study, Pied Piper called 2,716 automotive dealerships spanning 34 brands between January and May to measure the efficiency and quality of service calls when attempting to set up an appointment for a check engine light. The study aimed to measure a new ...
Read More >
» View PDF of Article (1.05 MB)
Press Release: ACURA DEALERS RANKED FIRST IN INDUSTRY STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Industrywide 1 in 7 Customers Failed in their Attempt to Schedule Service
July 2024
Monterey, California – July 1, 2024 – Acura was ranked first out of 34 automobile brands 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 the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. “Well-run service ...
Read More >
» View PDF of Article (811.1 KB)
AUTOMOTIVE NEWS
Napleton Automotive tops new survey on Web lead response times
May 2024
When it comes to Web-related sales leads, Napleton Automotive Group developed a strategy to capture as many of them as possible. Napleton chose to centralize most of its business development center functions into two large offices. A facility in West Palm Beach, Fla., employs roughly 60 employees to handle Web leads from Napleton's dealerships in the Southeast, working essentially like a call center. About the same number work in Merrillville, ...
Read More >
» View PDF of Article (934.3 KB)
Digital Dealer
Napleton Tops Study in Responding to Internet Leads
May 2024
For a third year in a row, the Napleton Auto Group dealerships topped in response to following internet leads. The 2024 Pied Piper PSI Internet Lead Effectiveness (ILE) Study measured responsiveness to internet leads coming though dealer websites among 18 of the largest auto dealer groups. Following Napleton were Berkshire Hathaway, Herb Chambers, Ken Garff, and Ken Ganley dealer groups. Dealer groups with the greatest improvement were Ganley, ...
Read More >
» View PDF of Article (750.8 KB)
