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Auto Dealer Today Magazine
Study Ranks Groups on Service Calls
June 2023
Some big auto dealer groups don't pass the grade when it comes to service department phone calls with consumers, a new report shows.
Pied Piper ranked the 17 biggest U.S. auto groups on the efficiency and quality of consumer phone calls to their service departments to schedule appointments.
It ranked Group 1 Automotive tops in its performance on that measure. Berkshire Hathaway came in second, followed by Ken Garff Automotive Group in third place.
The results point up the importance of the first step in the service process in retaining customers.
"Customers who find scheduling a service appointment difficult vote with their feet by moving to another dealership or independent shop, or postponing service," said Pied Piper CEO Fran O'Hagan. "The auto industry has long focused on the experience of customers who bring their vehicle in for service, but what really happens leading up to the appointment?"
