Green Car Reports
Study: EV startup brands aren't doing well in connecting with prospective customers
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August 2022
Startup EV brands Tesla, Lucid, Rivian, and Polestar have touted desirable products and a direct-sales business model that avoids dealership hassles. But they may not be connecting as well with prospective customers as traditional luxury brands, according to a recent study from consultancy Pied Piper. In a ranking of 25 brands, Rivian came in last place, with Polestar and Lucid just ahead. Tesla was ranked 21st. Established luxury brands ...
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Kelley Blue Book
Secret Shoppers: Traditional Dealers Better at Selling EVs
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July 2022
Traditional automakers who sell both electric vehicles (EVs) and gasoline-powered cars provide a better shopping experience than EV-only startups, according to a new study. Pied Piper Management Company is a research firm that uses secret shoppers to evaluate customer satisfaction at car dealerships. The company inquired about 1,657 luxury cars online between July 2021 and June 2022 for its annual Prospect Satisfaction Index study. It followed ...
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InsideEVs
EV-Only Brands Lag Behind Rival Brands' Customer Service: Survey
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July 2022
A recent survey by Pied Piper - a retail service tracking company - suggests that electric-exclusive automakers are lagging behind rival premium brands when it comes to customers' overall experience. The Pied Piper Prospect Satisfaction Index (PVI) takes into account 70 "best-practice behaviors" to get a handle on the retail service performance of automotive brands. According to Pied Piper, 60 percent of a brand's score comes from categories ...
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Car & Driver
Electric-Car Companies Are Less Responsive to Customer Questions: Survey
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July 2022
Electric-vehicle advocates and early adopters have long maintained the experience of learning about EVs, shopping for them, and buying them is better at those few brands that sell directly to buyers—Tesla foremost, now also Lucid and Rivian—than at conventional third-party franchised dealers of the sort used by Toyota, GM, Honda, Ford, and other established carmakers. Now a study from the research firm Pied Piper appears to turn that ...
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Automotive News
EV manufacturers rank behind other premium brands in customer service, survey finds
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July 2022
Electric vehicle-only automakers are trailing other premium brands in shopping experience satisfaction, a report out Monday from retail service tracker Pied Piper found. The Pied Piper Prospect Satisfaction Index, or PSI, uses about 70 best-practice behaviors to measure retail service performance of automakers. These include in-person and Web-response categories, making up 60 percent and 40 percent of a brand's score, respectively, and included ...
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Wards Auto
Cadillac Scores High, Startups Rank Low in Helping Customers
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July 2022
Post-pandemic inventory issues still make it a sellers market... but for how long? Many dealers have been developing bad habits due to the lack of new units... why bother responding to an Internet lead when the lead time is going to be six months or longer, right? WRONG! How effective and customer-helpful are the sales processes of startup electric-vehicle luxury brands compared with those of traditional premium brands? Not so good, according ...
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Press Release: CADILLAC RANKS FIRST IN LUXURY-VEHICLE SHOPPING HELPFULNESS STUDY
Measurement of online and in-person premium-brand customers also ranks exotic brands and new EV-only entrants for the first time
July 2022
Monterey, California – July 18, 2022 – Cadillac was ranked highest in a recent measurement of how effectively premium brands and dealers helped both website and in-person vehicle shoppers. In the 2022 Pied Piper Prospect Satisfaction Index® (PSI®) Premium Auto Study released today, Infiniti and Mercedes-Benz were ranked second and third of the 25 brands measured. The study also measured new electric-vehicle brands, and found that their ...
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