Automotive News Daily Drive Podcast
Pied Piper CEO Fran O'Hagan discusses the 2024 Dealer Group Service Telephone Effectiveness(R) Study results with Automotive News
Permalink >
August 2024
We in the auto industry have been fixated on measuring service customer satisfaction. We've measured it all kinds of ways for decades, but if truth be told what we really care about is loyalty, and we've been using customer satisfaction as a proxy to measure loyalty. If you think about it what we really care about is what customers do rather than what customers say. You may say you're satisfied but really what I'm interested in is are you going ...
Read More >
DEALERNEWS
Harley-Davidson Dealers Ranked 1st for Providing Quick and Easy Service Appointments
Permalink >
August 2023
How much does your service department deliver to the bottom line? What kept the lights on when supply chain SNAFUs stifled unit sales? Booking service work has never been more important to dealers than the past 24 months and yet 11% of all customer calls looking to book service work were lost, according to the latest study from Pied Piper.
Read More >
» View PDF of Article (2.18 MB) 
Motorcycle Powersports News
Harley-Davidson Dealers Ranked 1st for Providing Quick and Easy Service Appointments
July 2023
Harley-Davidson was ranked first of 26 powersports brands by Pied Piper’s 2023 PSI Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. “Powersports customers soon decide whether their service experience is a ...
Read More >
» View PDF of Article (1.09 MB)
Powersports Business
Pied Piper reveals brand's service phone call effectiveness
Permalink >
July 2023
Pied Piper has shared the results of its Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer's objective to quickly and easily set up a service appointment. Harley-Davidson was ranked first of 26 powersports brands. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. "Powersports customers soon decide whether their service ...
Read More >
» View PDF of Article (2.34 MB)
Automotive News
Group 1 scored highest in a survey of the top 17 dealership groups on how well they answered service calls and booked appointments
July 2023
When a customer calls to make a service appointment at a Group 1 Automotive dealership, there's a roughly 95 percent chance their call will be answered within 20 seconds and only a 2 percent chance the call will go unanswered. Stats like that explain why the nearly 150 participating Group 1 stores ranked first in handling service appointment calls in a study by Pied Piper Management Co. from January to May. The study relied on "mystery shoppers" ...
Read More >
» View PDF of Article (1.02 MB)
Automotive News
Frictionless service call processes can enhance customer loyalty, study finds
Permalink >
July 2023
A fair number of fixed ops departments nationwide turn away customers every day by failing to do something very simple and elemental: efficiently handle phone calls and book service appointments. In fact, according to a survey performed by Pied Piper Management Co., an average of 1 out of every 9 "secret shoppers" — or around 11 percent — who called 1,739 auto dealerships hung up without booking an appointment. Those stores were owned by 17 of ...
Read More >
» View PDF of Article (2.3 MB)
Automotive News
Automotive News Discussion: Survey shows which dealer groups handle service calls best
July 2023
Pied Piper has been able to add some data science to its service telephone effectiveness dealership survey, giving dealerships for the first time an idea how well they are handling customer service calls.
Read More >
CarScoops.com
Need To Book A Service? These Are The Best And Worst U.S. Dealer Groups For Booking Workshop Time
June 2023
We've all heard some horror stories about dealers performing lousy repair and maintenance work on cars, and also some testimonials from customers whose dealers go the extra mile. But that service experience starts long before your car reaches the workshop. First, you've got to book your car in for a shop visit, and a new study reveals which dealer groups handle that best, and which need to up their game. Group 1 Automotive came out top, but if ...
Read More >
» View PDF of Article (1.11 MB)
Wards Auto
Group 1 Ranks No. 1 in Handling Service Customer Calls
Permalink >
June 2023
Group 1 Automotive tops a new survey on how well America's largest dealership groups handle customer phone calls to their service departments, Consultancy Pied Piper's inaugural Service Telephone Effectiveness Study focused on how quickly and efficiently service departments handle calls for service appointments (see chart below story). Following Houston-based Group 1, Dallas-based Berkshire Hathaway Automotive and Salt Lake City-based Ken Garff ...
Read More >
» View PDF of Article (1.49 MB)
CBT News
Group 1 earns top marks in service customer phone calls study
June 2023
The 2023 PSI Service Telephone Effectiveness (STE) Study evaluated the effectiveness and quality of service telephone calls to help customers quickly and easily schedule a service appointment, placing Group 1 Automotive first among the seventeen largest U.S. auto dealer groups. Berkshire Hathaway Automotive and Ken Garff Automotive Group followed in the rankings. According to Fran O'Hagan, CEO of Pied Piper, "Customers who find making a service ...
Read More >
» View PDF of Article (781.7 KB)
