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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 appointment difficult vote with their feet by going to another dealership or independent shop. The auto industry has long placed a premium on the satisfaction of customers who bring their cars in for maintenance, but what happens before the appointment? STE bridges that gap."
