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Recent Press - Secret Shopping (Page 12)
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DUCATI MOTORCYCLE DEALERS REPEAT AS HIGHEST RANKED BY 2015 PIED PIPER PROSPECT SATISFACTION INDEX(R) (PSI(R))
Annual industry benchmarking study measures dealership treatment of U.S. motorcycle shoppers
May 2015
MONTEREY, CALIFORNIA – May 4, 2015 –Ducati dealerships repeated as the top ranked brand in the newly released 2015 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study. The study measured dealership treatment of motorcycle shoppers, with rankings by brand determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. 2015 marked ... Read More >
Automotive World
Internet Lead Response Linked to Dealer Success
March 2015
The Internet offers dealers a chance to shine in terms of customer service, but not everyone is using the platform as they could. Responding quickly and efficiently to online questions from customers can do much to improve brand perception; getting it wrong could cause serious setbacks. The Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness Benchmarking Study measures the responsiveness of US dealerships representing all major ... Read More >
Wards Auto
Some Dealership Effectiveness Gets Lost in the Email
March 2015
Lexus dealerships respond best to customer Internet inquiries, even though Toyota's luxury brand shows imperfections here and there. That's according to consultancy Pied Piper's annual by-brand mystery-shopping study for its Internet Lead Effectiveness Index. Lexus ranks first with a score of 70 (out of a possible 100), followed by Porsche at 65, Fiat at 62, Dodge and Infiniti both at 61 and Acura, Honda Jaguar and Toyota at 60. Low scorers ... Read More >
Automotive News First Shift
Lexus Mystery Shopper Win
March 2015
Lexus dealerships ranked highest in a study that looked how auto dealers handle internet leads. Industrywide, one customer in 12 received no response of any type. Pied Piper's fifth annual study used internet mystery shopping to contact 13,000+ dealerships to see how the U.S. dealer networks for all car brands compare. Read More >
Automotive News
Infiniti, Mini, Mitsubishi stores most-improved in responding to Internet leads
Lexus stays No. 1; Buick, Land Rover and Volvo have biggest declines
March 2015
Infiniti, Mini and Mitsubishi dealerships had the industry's biggest improvements in responsiveness to customer inquiries on the Internet, while Lexus stores led the way for the second consecutive year, according to a newly released study. Buick, Land Rover and Volvo had the largest drops in performance. The fifth annual Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness Benchmarking Study measured the responsiveness of 13,637 ... Read More >
Press Release: LEXUS IMPROVES TOP RANKING FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES, REPORTS PIED PIPER PSI(R)
March 2015
• Industrywide every 12th customer received no response of any type • Less than half of customers received answer to question within 24 hours MONTEREY, CALIFORNIA – March 9, 2015 – Lexus dealerships improved their top ranking in the 2015 Pied Piper Prospect Satisfaction Index® (PSI®) Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured auto dealership responsiveness to customer inquiries received over the internet. Study ... Read More >
Wards Auto
Tesla Salespeople Would Make Great Museum Curators
July 2014
I ask Fran O'Hagan for a point of clarification after he says he would have been impressed if his consulting firm's study showed Tesla dealerships were consistent “regardless of whether I believe they're doing the right thing.” Wait? Does that mean he might think it is wrong for Tesla to bypass the traditional franchised dealership system and instead run its own stores? A lot of state dealer associations think it's wrong. They cite various state ... Read More >
The Detroit Bureau
Following the Pied Piper: Study Shows Which Dealers Best at Closing the Deal
Despite claims of doing things better, Tesla falls far short of rivals
July 2014
For many – perhaps most – motorists, buying a car is a process only slightly less painful than having a root canal. Yet some dealers do a markedly better job not only keeping potential customers satisfied but also making sure they close the deal. Who's doing the best job is the subject of a new study that puts Mercedes-Benz at the top of the list, and battery-car start-up Tesla way down at the bottom. It's the first time Tesla has been included ... Read More >
MERCEDES-BENZ DEALERS RANKED HIGHEST BY 2014 PIED PIPER PSI(R)
July 2014
MONTEREY, CALIFORNIA – July 7, 2014 – Mercedes-Benz dealerships ranked highest in the newly released 2014 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured treatment of car-shoppers who visited 5,671 dealerships throughout the country. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales ... Read More >
Powersports Business
Mystery shopper title goes to Ducati dealers
May 2014
Ducati dealers took a big jump in the 2014 Pied Piper Prospect Satisfaction Index, up 7 points from 2013. The 114 score helped them surpass Harley-Davidson dealerships' score (111) and lead the industry for the first time since 2009. The change, Pied Piper president Fran O'Hagan said, was due to a shift in how Ducati uses mystery shopping as a training tool. Ducati in 2013 chose a mystery shopping method similar to what Mercedes-Benz, the top ... Read More >
