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Dealership service departments improve phone call handling but issues remain, study finds
September 2024
Napleton Automotive Group was honored by performance measurement firm Pied Piper Management Co. three years running for having the fastest and best response times on Internet sales leads.
But Brian Napleton, the group's director of operations, was disappointed last year to finish last out of 17 large dealership groups in Pied Piper's Service Telephone Effectiveness study.
Napleton said the group "felt we did a very good job handling service calls." The results, he said, "were a reality check we were not expecting and we were forced to make changes to ensure that result never happened again."
The Oakbrook Terrace, Ill., group improved 14 points this year to finish second in Pied Piper's latest study of how well some of the largest dealership groups responded to phone calls to their service departments.
