Measure, Report and ImprovePSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Secret Shopping (Page 17)
View all articles or select industry below:
Car Connection
The Best Brands -- And The Worst -- For Shopping Experience
July 2012
There are a lot of ways to measure customer satisfaction. J.D. Power talks to recent buyers. Polk looks at sales stats and customer retention. But the folks at Pied Piper do it the old-fashioned way: with secret shoppers. Between July 2011 and June 2012, Pied Piper hired 4,419 secret shoppers to visit dealerships across the U.S. The shoppers scored each sales pitch on 60 different criteria: were they offered a brochure? Were they given a ... Read More >
Media Post Marketing
Mercedes-Benz Tops In Dealership Experience
July 2012
Mercedes-Benz is still topping out in the U.S. when it comes to how its dealers treat shoppers. The Montvale, N.J.-based automaker, which was in the top five of the J.D. Power & Associates dealership experience survey last year behind Lexus and Cadillac, takes the top position in the latest Pied Piper Prospect Satisfaction Index (PSI). The PSI is a mystery shopper-based study that the firm conducted between July last year and June this year, ... Read More >
Forbes
Car Brands With The Most Satisfied Shoppers
July 2012
This is a good news/bad news, glass is half empty/half full type of situation. On the one hand, dealing with unscrupulous car dealers remains among the top consumer complaints, on the other hand a recent study reports that dealers are treating today's car shoppers better than ever on the showroom floor. Especially if they're interested in buying a luxury-branded model. Mercedes-Benz dealers can boast having the most satisfied shoppers in the auto ... Read More >
Powersports Business Blog
Who has it worse than rejected motorcycle salespeople?
June 2012
We know that the typical motorcycle salesperson has to ask for the sale seven times to hear a customer say yes. What if there was a salesperson who had to ask for the sale 50 times to hear his first yes? Meet Jose Jiminez, who for the past year has manned a Southwest Airlines cart in the Ontario, Calif., airport, encouraging travelers to signup for a Southwest Airlines Visa card. Jiminez is not only a salesperson, but is one who can't let ... Read More >
American Marketing Association: Marketing News Exclusives
Harley-Davidson Leads the Pack in Retail Experience
May 2012
According to Mike Kennedy, vice president of North American sales for Harley-Davidson, their 2012 first place ranking for Pied Piper PSI comes after a year of focus on improving the sales process factors measured by Pied Piper PSI. Q: How do you ensure that all of your retail locations around the world have a coherent branded experience and stay at the top of the game? A: We're currently focused on a journey to elevate the customer experience. … ... Read More >
Motorcycle & Powersports News
Pied Piper Releases 2012 Prospect Satisfaction Index
May 2012
Harley-Davidson dealerships returned to the top ranking in the newly released 2012 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study, which measured dealership treatment of motorcycle shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. BMW and Ducati finished in a tie for second, ... Read More >
Powersports Business Blog
Harley dealers boast effective selling; what about other brands' dealers?
May 2012
2012 Pied Piper PSI results for the U.S. motorcycle industry confirm that Harley-Davidson dealerships sell as effectively in 2012 as they did back in 2008 — pre-recession — when motorcycle dealerships nationwide were still enjoying another year of solid sales. But what about the dealerships that sell Honda, Triumph, Kawasaki, or any of the other brands? Many of these dealerships operate in 2012 with half the dealership staff that they had in ... Read More >
Dealernews
Which dealers sell best? Harley, Ducati and BMW, say mystery shoppers
May 2012
Harley-Davidson dealers return to the top ranking in Pied Piper Management Co.'s annual study measuring how well dealers treat motorcycle shoppers. The California-based research company today released results of the 2012 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study. BMW and Ducati finished in a tie for second, followed by Triumph, Victory and Indian in a three-way tie for fourth. Industry-wide ... Read More >
Press Release: Harley-Davidson Motorcycle Dealers Ranked Highest by 2012 Pied Piper Prospect Satisfaction Index(R)
Industry benchmarking study shows widespread improvement in dealership treatment of motorcycle shoppers
May 2012
Monterey, California – May 7, 2012 – Harley-Davidson dealerships returned to the top ranking in the newly released 2012 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study, which measured dealership treatment of motorcycle shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. BMW and ... Read More >
Powersports Business Blog
As dealer principal, do you act like a CEO or a janitor?
January 2012
Back in 1985, I scraped together every last cent to buy a Kawasaki Ninja 600R from a dealer in Pennsylvania, Bill Peacock. I still remember Bill's business card to this day because below his name he had chosen for a title, “Owner, Janitor.” His point was that his dealership was a small, friendly, hands-on family business. One of the sales process steps our company measures today is whether a sales customer is introduced to dealership management ... Read More >
