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Serra, Napleton take giant steps forward in responses to service appointment calls
September 2024
The results of Pied Piper’s 2024 PSI Service Telephone Effectiveness Study bear little resemblance to those of last year.
At the top of the new list, which ranked 20 dealer groups by their efficiency and quality of service telephone calls in quickly and easily setting up a service appointment from the customer’s perspective, is Serra Automotive, with an STE score of 68 on a 100-point scale. In the 2023 study, Serra ranked in the middle of the pack, tied for eighth place with a score of 59.
Making an even bigger jump was Napleton Automotive Group, which ranked second with a score of 65 after finishing dead last among the 17 groups under consideration in 2023 at 51 points.
The top two groups from the 2023 study — Group 1 Automotive and Berkshire Hathaway Automotive — tied for third in the current study at 64.
“Successful service departments value customer loyalty, and a customer’s attempt to schedule service is the first interaction that fosters that loyalty,” Pied Piper CEO Fran O’Hagan said in a news release. “Customers who encounter challenges when scheduling service may choose to go to a different dealership or independent repair shop, or they may decide to replace their vehicle as well as their dealership.”
