Measure, Report and ImprovePSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Mystery Shopping (Page 13)
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Truth About Cars
Tesla Dead Last in Dealer Experience, First in PR
July 2015
We have opined in these pages before about how for every Tesla sold in America, there are two or three glowing stories written about the electric automaker. There are days when over 50 percent of the pieces on auto industry news feeds are about Tesla, which is not bad for a company capturing 0.1 percent of the U.S. automobile market. Tesla Motors CEO Elon Musk is truly a marketing and public relations genius. Given that, it is fascinating when a ... Read More >
Wards Auto
Luxury Brands Have Great Cars, and Great Salespeople
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July 2015
Why do Mercedes-Benz, BMW and Lexus rank 1-2-3 in U.S. luxury-brand sales? Reasons vary. But one of them is that their dealership salespeople are real pros. And a reason for that is their staff retention rates are high, meaning good people stick around. And they do so because they're earning a good living from healthy margins on premium cars. “It boils down to profitability,” says Fran O'Hagan, head of Piped Piper Management, a consulting company ... Read More >
Automotive News First Shift
Benz dealerships score with mystery shoppers
July 2015
For the seventh straight year, Mercedes-Benz dealerships ranked first in Pied Piper's annual survey which rates how car dealers treat car-shoppers in person. Pied Piper's annual study sends thousands of mystery shoppers to dealerships nationwide to see how effectively salespeople sell. Read More >
The Car Connection
Mercedes-Benz Is Tops In Shopper Satisfaction, But Tesla? Not So Much
July 2015
Today's auto market is a tough one for consumers. There are loads of great cars on the lots, and the differences between those from Toyota, Ford, Volkswagen, and most other mass-market automakers are disappearing. In that kind of environment, customer service is king. The way sales personnel treat shoppers can make or break a dealership. That's why studies like the Prospect Satisfaction Index (PSI) from research firm Pied Piper are so important ... Read More >
The Detroit Bureau
Turning Shoppers into Customers: Mercedes Tops the Chart in New Study
Tesla turns its showrooms into museums.
July 2015
When Linda Brightman started out to buy a new car she had her heart set on a new BMW 3-Series. The suburban Los Angeles mother of two made one concession to her husband, agreeing to at least visit a few other showrooms to see what the competitors had to offer. He was nonetheless surprised when she drove home in a new Mercedes-Benz C-Class. She liked a lot of the safety features, Brightman explained. But what had clinched the deal was the way the ... Read More >
Mini, Lexus, BMW stores most-improved in responding to potential buyers
July 2015
Mini, Lexus and BMW dealerships achieved the industry's biggest improvements in building rapport with potential buyers, while Mercedes-Benz stores led the way for a seventh-consecutive year, according to a newly released study. Volvo, Smart, Jaguar and Cadillac had the largest drops in performance. The ninth-annual Pied Piper Prospect Satisfaction Index U.S. Auto Industry Benchmarking Study measured the responsiveness of 6,370 dealerships of all ... Read More >
MERCEDES-BENZ DEALERS RANKED HIGHEST BY 2015 PIED PIPER PSI(R) --MINI, BMW, LEXUS MOST IMPROVED--
July 2015
MONTEREY, CALIFORNIA – July 6, 2015 – For the seventh consecutive year, Mercedes-Benz dealerships ranked highest in the newly released 2015 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured treatment of car-shoppers who visited 6,370 dealerships throughout the country. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” ... Read More >
Motorcycle & Powersport News
(I Can't Get No) Satisfaction
June 2015
The Rolling Stones first sang “Satisfaction” 50 years ago, but judging by the latest Pied Piper dealership benchmarking study, it looks like a number of potential powersports shoppers can't get no satisfaction from some of your dealerships today. The good news is that the industry as a whole has improved its score in the past five years. The bad news is the majority of brands still fall below average. The 2015 Pied Piper Prospect Satisfaction ... Read More >
Motorcycle & Powersport News
Ducati Dealerships Repeat as Highest Ranked in US
May 2015
Ducati dealerships repeated as the top ranked brand in the newly released 2015 Pied Piper Prospect Satisfaction Index 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 the ninth consecutive year that Ducati and ... Read More >
Ultimate Motorcycling
Ducati – Top Ranked Again in Pied Piper Satisfaction Index
May 2015
Ducati has done it again. For the second-consecutive year the Bologna-based motorcycle manufacturer has topped the rankings of the Pied Piper Prospect Satisfaction Index U.S. Motorcycle Industry Benchmarking Study. Stateside Ducati dealerships took the highest score in the study that measured “dealership treatment of motorcycle shoppers, with rankings by brand determined by the patent-pending Pied Piper PSI process, which ties ‘mystery shopping' ... Read More >
