Measure, Report and ImprovePSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Internet Mystery Shopping (Page 11)
View all articles or select industry below:
Automotive News
Internet Leads: Many Dealers Still Drop the Ball
March 2012
LOS ANGELES – Internet leads are crucial to every dealership's sales success, but a new study shows that most dealerships still drop the ball when contacted on-line by shoppers. The survey was conducted by mystery shopping consultant Pied Piper of Monterey, Calif. The consultancy submitted internet inquiries to 4,331 dealerships nationwide representing all major brands. The inquiries included specific questions to verify whether the answer was ... Read More >
Automotive News First Shift
Online Secret Shoppers: Dealers Fail On-Line Test
March 2012
Lexus, Infiniti and Acura ranked highest in Pied Piper's annual study to measure dealership responsiveness to buyers' questions over the internet. Read More >
Ward's Auto
Japanese Luxury Brand Stores Best Handle Internet Leads
March 2012
Japanese luxury-brand U.S. dealerships rank best in fielding customer Internet inquiries, according to the latest results of an annual study by consulting firm Pied Piper Management. Toyota's Lexus and Nissan's Infiniti tie for first place with 62% online-lead effectiveness, followed by Honda's Acura with 59%. In contrast, two other Japanese nameplates score the worst, Toyota's Scion with 39% effectiveness and Suzuki, dead last with 23%. Ford and ... Read More >
Press Release: 2012 Pied Piper PSI(R) Internet Lead Effectiveness™(ILE™) Benchmarking Study (U.S.A)
Lexus, Infiniti and Acura Dealerships Top Ranked for Response to Customer Internet Inquiries
March 2012
• Industry-wide improvement from previous year led by Ford and Chrysler • However, 22% of customer internet inquiries remain unanswered after 24 hours Monterey, California – March 12, 2012 – Lexus, Infiniti and Acura dealerships ranked highest in the 2012 Pied Piper Prospect Satisfaction Index® (PSI®) Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured auto dealership responsiveness to customer inquiries received over the ... Read More >
Wards Dealer Business
Whodunnit the Best? Mystery shoppers test dealership sales skills by brand
August 2011
Mystery shoppers gauge things that are important to making a sale, but not necessarily of interest to customers at the particular time. “A customer in a dealership is thinking about price and trade value, not whether the salesperson addressed specific features, asked for the sale or followed the sales steps,” said Fran O'Hagan, President & CEO of Pied Piper Management Company LLC. “Those are not what the customer focuses on, but they are what ... Read More >
Wards Auto Blog: Steve Finlay
Don't Blame CRM System for Internet Ineffectiveness
April 2011
If auto dealerships respond slowly to Internet sales leads, don't blame customer-relationship management software, says Fran O'Hagan. He is CEO of Piped Piper, a consultancy that does an annual study using mystery shoppers to gauge Internet lead effectiveness of dealerships by vehicle brand. CRM systems help dealerships track and manage leads. But the systems only are as good as the people using them – if they use them at all. “CRM is great” and ... Read More >
Wards Auto
Some Auto Dealers Master Internet, Some Don't
March 2011
Fran O'Hagan recalls when his vice president of operations, Miles Stearman, phoned him with a sudden realization about selling cars in the digital age. “Miles called from a dealership he was visiting and said, ‘The Internet is no longer incremental business at dealerships; it is the business,' and that's so true today,” says O'Hagan, president and CEO of Pied Piper Management, a firm that consults with dealers on boosting sales. Read More >
Automotive News
Survey: Dealers botch many Web leads
March 2011
Ninety percent of internet customers received some sort of response, but usually it's the e-mail equivalent of a form letter, according to a survey by Pied Piper Management Company of Monterey, California. Read More >
Automotive News First Shift
Lexus, Honda and Toyota Dealerships Rank Highest
March 2011
Lexus, Honda and Toyota dealerships ranked highest in a study to measure how dealerships treat car customers online. Pied Piper tracks dealerships' performance with mystery shoppers, but in this case, online mystery shoppers. Read More >
AutoGuide.com
Toyota and Honda Dealers Deemed Most Responsive to Customer Inquiries
March 2011
A new study, released by Pied Piper Prospect Satisfaction Index (try saying that with a full mouth) turned up some interesting findings, specifically when it came to what's called Internet Lead Effectiveness rankings. The study measured average dealership performance for all brands selling vehicles in the US and discovered that it varied widely depending on the brand. Toyota, Lexus and Honda dealerships were shown to rank highest in terms of ... Read More >
