Measure, Report & Improve
Pied Piper Helps Brands Improve the Omnichannel Sales & Service Performance of their Retailers
Pied Piper Helps Brands Improve the Omnichannel Sales & Service Performance of their Retailers
Recent Press - Dealership Responsiveness (Page 3)
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Powersports Business
Triple threat: Ducati's PSI score tops again
June 2016
Pied Piper Management Company LLC reached a new milestone in 2016 — it published its 10th annual motorcycle Prospect Satisfaction Index (PSI) that measures how dealerships treat motorcycle shoppers in a variety of sales process categories. “We’ve had an interesting seat to observe what has happened in the motorcycle industry over the past 10 years. The motorcycle industry has improved dramatically; there’s no question about it,” said Fran ... Read More >
Motorcycle & Powersport News
New Study Ranks Ducati Dealers Highest For Third Straight Year
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May 2016
Ducati dealerships were the top ranked brand in the recently released 2016 Pied Piper Prospect Satisfaction Index (PSI) U.S. Motorcycle Industry Benchmarking Study, which marks the third consecutive year that Ducati finished at the top. 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 ... Read More >
Press Release: PORSCHE TOP RANKED; BMW AND MINI MOST IMPROVED FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES, REPORTS PIED PIPER PSI(R)
March 2016
Industry average performance shows no improvement over three years Half of customers received response within 30 minutes; but every 11th customer received no response within 24 hours Monterey, California – March 7, 2016 – Porsche dealerships ranked highest in the 2016 Pied Piper PSI® Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured how auto dealerships responded to customer inquiries received over the internet. BMW and ... Read More >
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 >
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 >
